Maybe I did not explain as well as I beleive. There have been some
exchanges between the customer and the agent but since every time you
close the ticket is reopenedwithin any new mail.
Below all records in the table "article" for this ticket
ticket_id article_type_id article_sender_type_id a_from a_reply_to
a_to a_cc a_subject
54539 1 3 customer_address
agent_address
[INTERNET]demande
54539 1 2 agent_address
customer_address
[#2016030210000899] RE: [INTERNET] Demande d'ord [...]
54539 1 1 agent_address
customer_address
Re: [#2016030210000899] [INTERNET]demande
54539 1 3 customer_address
agent_address
[INTERNET] Re: [1#2016030210000899] demande
54539 1 1 agent_address
customer_address
Re: [#2016030210000899] [INTERNET] Re: demande
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 1 1 agent_address
customer_address
Re: [#2016030210000899] [INTERNET] Re: demande
54539 1 1 agent_address
customer_address
Re: [#2016030210000899] [INTERNET] Re: demande
54539 1 1 agent_address
customer_address
Re: [#2016030210000899] [INTERNET] Re: demande
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 1 1 agent_address
customer_address
Re: [#2016030210000899] [INTERNET] Re: demande
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
54539 9 1 agent_address
Fermer
-------- Message original --------
*Sujet: *[INTERNET] Re: [otrs] Ticket re-opened by system
*De : *Sujeeva Tissaarachchi <sujeev...@yahoo.com>
*Pour : *User questions and discussions about OTRS. <otrs@otrs.org>,
pref-o...@haute-garonne.gouv.fr <pref-o...@haute-garonne.gouv.fr>
*Date : *28/04/2016 09:39
There may be an email generated to OTRS with the same ticket number in
subject. I think its possible to disable this feature in SysConfig
Best Regards,
Sujeeva Tissaarachchi
------------------------------------------------------------------------
*From:* claude <pref-o...@haute-garonne.gouv.fr>
*To:* User questions and discussions about OTRS. <otrs@otrs.org>
*Sent:* Thursday, 28 April 2016, 12:30
*Subject:* [otrs] Ticket re-opened by system
Hi,
For one ticket, every night it's re-open by system. I close it and then
the next night, I have this lines are in history :
Lock Ticket verrouillé. - root@localhost <mailto:root@localhost>
(Administrateur
princ[..]) 26.04.2016 00:10:04
Misc Reset of unlock time. - root@localhost
<mailto:root@localhost> (Administrateur
princ[..]) 26.04.2016 00:10:04
StateUpdate Avant : "closed successful" Après : "open" -
root@localhost <mailto:root@localhost> (Administrateur princ[..])
26.04.2016 00:10:04
I do not know where to look
If someone had an idea ?
Thanks and regards
Claude
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