I don't see that the history records a followup, ... this looks like there was a closure by the person. Even if this wasn't a scheduled generic agent, this still appears to have been closed, possibly in bulk, but hard to tell.
On Wed, Feb 6, 2013 at 4:20 PM, Jean BROW <[email protected]> wrote: > PostmasterFollowUpState says "open" > > > Could this be the case? > > > 2013/2/6 Leonardo Certuche <[email protected]> > >> What if on Ticket -> Core::PostMaster >> You have the variable >> PostmasterFollowUpState >> set on closed successful? >> >> >> >> On 6 February 2013 15:35, Jean BROW <[email protected]> wrote: >> >>> Nope, I don't have any automated jobs with Generic agent. >>> >>> >>> 2013/2/6 Gerald Young <[email protected]> >>> >>>> Generic agent? >>>> >>>> >>>> On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW <[email protected]>wrote: >>>> >>>>> Ticket history say the following: >>>>> >>>>> >>>>> ActionComment Zoom UserCreatetime NewTicket New Ticket >>>>> [2012122010000238] created (Q=UKsupport;P=3 normal;S=new). - >>>>> root@localhost (Admin OTRS) 20/12/2012 13:20:07 CustomerUpdate Updated: >>>>> [email protected];CustomerUser= >>>>> [email protected]; - root@localhost (Admin OTRS) 20/12/2012 >>>>> 13:20:07 EmailCustomer Added email. Zoom view root@localhost (Admin >>>>> OTRS) 20/12/2012 13:20:08 SendAutoReply AutoReply sent to "" >>>>> [email protected]" <[email protected]>". Zoom view >>>>> root@localhost (Admin OTRS) 20/12/2012 13:20:08 Lock Locked ticket. - john >>>>> (John Adams) 27/12/2012 12:59:10 Misc Reset of unlock time. - john >>>>> (John Adams) 27/12/2012 12:59:10 OwnerUpdate New owner is "john" >>>>> (ID=4). - john (John Adams) 27/12/2012 12:59:10 StateUpdate Old: >>>>> "new" New: "closed successful" - john (John Adams) 27/12/2012 >>>>> 12:59:15 Unlock Unlocked ticket. - john (John Adams) 27/12/2012 >>>>> 12:59:15 >>>>> >>>>> Usually if an agent press "close" he need (its required) to write an >>>>> reason, and you will see an "closed" article at the ticket. Here I do not >>>>> see any "closed" article. Any idea why this happen? >>>>> >>>>> >>>>> 2013/2/5 Gerald Young <[email protected]> >>>>> >>>>>> what does the ticket history say? >>>>>> >>>>>> >>>>>> On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW <[email protected]>wrote: >>>>>> >>>>>>> I find a lot of ticket in OTRS that are closed, and cannot >>>>>>> understand why. >>>>>>> >>>>>>> This is what I see: >>>>>>> >>>>>>> E-mail from customer >>>>>>> Autoreplay from OTRS with the ticket number >>>>>>> >>>>>>> State is "closed successful" and the "owner" is always the same >>>>>>> person. >>>>>>> >>>>>>> Anyone have an idea why this happen? >>>>>>> >>>>>>> >>>>>>> --------------------------------------------------------------------- >>>>>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>>>>> Archive: http://lists.otrs.org/pipermail/otrs >>>>>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>>>>> >>>>>> >>>>>> >>>>>> --------------------------------------------------------------------- >>>>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>>>> Archive: http://lists.otrs.org/pipermail/otrs >>>>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>>>> >>>>> >>>>> >>>>> --------------------------------------------------------------------- >>>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>>> Archive: http://lists.otrs.org/pipermail/otrs >>>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>>> >>>> >>>> >>>> --------------------------------------------------------------------- >>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>> Archive: http://lists.otrs.org/pipermail/otrs >>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>> >>> >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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