I believe the unarchive should be done manually. Regards
El mié, 10 mar 2021 a las 11:02, Bruce Johnson (< john...@pharmacy.arizona.edu>) escribió: > Thanks, I found it searching for archived state; but it’s state is open; > shouldn’t that have un-archived it? When the person re-opened it yesterday > it showed back up in my list of open tickets. The last action in the log > was my sending a reply to them. > > Archive: > This ticket is archived. > Age: > 230 d 0 h > Created: > 07/23/2020 09:24 > State: > open > Locked: > lock > Priority: > 3 normal > Queue: > Raw > > At least this one is about the same subject; we have a few users whose > only means of communicating to us seems to be finding an old ticket in > their mail and replying to it with a new problem ... > > On Mar 10, 2021, at 9:31 AM, Alvaro Cordero <alv...@gridshield.net> wrote: > > Do you have Archive enabled, is the old ticket archived? Are there any > jobs that might have deleted that ticket? > > Regards > > El mié, 10 mar 2021 a las 10:27, Bruce Johnson (< > john...@pharmacy.arizona.edu>) escribió: > >> We’re running OTRS Community edition >> >> I have a long running ticket (which has been closed about 3 times, then >> reopened because the person keeps replying to the email with the ticket ID >> that seems to have simply disappeared from the system. >> >> I got a question from the person yesterday, wrote the answer, and went to >> revisit it this morning and the ticket is just gone. I cannot find it via >> search. >> >> What should my next steps be? >> >> -- >> Bruce Johnson >> University of Arizona >> College of Pharmacy >> Information Technology Group >> >> Institutions do not have opinions, merely customs >> >> >> -- >> _______________________________________________ >> otrs mailing list -- otrs@lists.otrs.org >> To unsubscribe send an email to otrs-le...@lists.otrs.org >> To manage your subscription or browse the message archive visit: >> https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org/ >> > > > -- > > *Alvaro Cordero Retana Consultor de Tecnologias* > *Tel: 22585757 ext 123* > *Email:* alv...@gridshield.net > > -- > _______________________________________________ > otrs mailing list -- otrs@lists.otrs.org > To unsubscribe send an email to otrs-le...@lists.otrs.org > To manage your subscription or browse the message archive visit: > https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org/ > > > -- > Bruce Johnson > University of Arizona > College of Pharmacy > Information Technology Group > > Institutions do not have opinions, merely customs > > > -- > _______________________________________________ > otrs mailing list -- otrs@lists.otrs.org > To unsubscribe send an email to otrs-le...@lists.otrs.org > To manage your subscription or browse the message archive visit: > https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org/ > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net
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