Re: [otrs] Issue with closed tickets

2013-02-06 Thread Jean BROW
Ticket history say the following: ActionCommentZoomUserCreatetime NewTicket New Ticket [201212201238] created (Q=UKsupport;P=3 normal;S=new). - root@localhost (Admin OTRS) 20/12/2012 13:20:07 CustomerUpdate Updated: CustomerID=jhderdf_...@hotmail.com ;CustomerUser=jhderdf_...@hotmail.com; -

Re: [otrs] Issue with closed tickets

2013-02-06 Thread Gerald Young
Generic agent? On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW everyday...@gmail.com wrote: Ticket history say the following: ActionCommentZoomUserCreatetime NewTicket New Ticket [201212201238] created (Q=UKsupport;P=3 normal;S=new). - root@localhost (Admin OTRS) 20/12/2012 13:20:07

Re: [otrs] Issue with closed tickets

2013-02-06 Thread Jean BROW
Nope, I don't have any automated jobs with Generic agent. 2013/2/6 Gerald Young cryth...@gmail.com Generic agent? On Wed, Feb 6, 2013 at 3:17 PM, Jean BROW everyday...@gmail.com wrote: Ticket history say the following: ActionCommentZoom UserCreatetime NewTicket New Ticket

Re: [otrs] Issue with closed tickets

2013-02-06 Thread Leonardo Certuche
What if on Ticket - Core::PostMaster You have the variable PostmasterFollowUpState set on closed successful? On 6 February 2013 15:35, Jean BROW everyday...@gmail.com wrote: Nope, I don't have any automated jobs with Generic agent. 2013/2/6 Gerald Young cryth...@gmail.com Generic agent?

Re: [otrs] Issue with closed tickets

2013-02-06 Thread Jean BROW
PostmasterFollowUpState says open Could this be the case? 2013/2/6 Leonardo Certuche leonardo.certu...@itconsultores.com.co What if on Ticket - Core::PostMaster You have the variable PostmasterFollowUpState set on closed successful? On 6 February 2013 15:35, Jean BROW

Re: [otrs] Issue with closed tickets

2013-02-06 Thread Gerald Young
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 everyday...@gmail.com

Re: [otrs] Issue with closed tickets

2013-02-06 Thread Jean BROW
Is it possible for me to disable so agents cannot bulk close tickets? 2013/2/7 Gerald Young cryth...@gmail.com 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

Re: [otrs] Issue with closed tickets

2013-02-06 Thread Steven Carr
On 6 February 2013 23:40, Jean BROW everyday...@gmail.com wrote: Is it possible for me to disable so agents cannot bulk close tickets? Yes, in Sysconfig - Ticket - Core::TicketBulkAction - Ticket::Frontend::BulkFeature - No -

[otrs] Issue with closed tickets

2013-02-05 Thread Jean BROW
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?

Re: [otrs] Issue with closed tickets

2013-02-05 Thread Gerald Young
what does the ticket history say? On Tue, Feb 5, 2013 at 2:13 PM, Jean BROW everyday...@gmail.com 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