On Monday, May 10, 2004 10:49 AM
Daniel Seifert <[EMAIL PROTECTED]> wrote:
>> An hour later the customer sended another Followup, setting the
>> ticket to state "Open". This is very important - the ticket won't
>> have unlocked if no FollowUp had been received. The owner is changed
>> back to '[EMAIL PROTECTED]', what is probably undesirable.
>
> I don't see where the owner is changed back to root?
04/05/2004 16:00:11
>> Now we're coming to the 5th of May, 01:35, one point in time the
>> regular UnlockTickets.pl is run. Overlooking the code in
>> UnlockTickets.pl, I see some calculations going on there dealing
>> with the parameter $Self->{UncountedUnlockTime}. In short, the
>> parameters holds the hours from Fri, 16:00 till Mon, 06:00 to not be
>> counted as Unlock Time.
>
> In 1.1.3 we set the timeout so high as we did not want it to unlock
> during the weekend (which it did in version 1.1.3). While I think it
> is a good idea to not count Sat+Sun, why do you keep out Fri 16-24:00
> and Mo 0-6:00? This would mean you have to not count all the other
> nights as well ;)
Ask Martin ;) The time span is configurable in Config.pm. This is the
default from Defaults.pm - adapt to suit your needs:
# UncountedUnlockTime
# (don't count this hours as unlock time - weekdays:
Mon,Tue,Wed,Thu,Fri,Sat,Sun;)
$Self->{UncountedUnlockTime} = {
Fri => [ 16,17,18,19,20,21,22,23 ],
Sat => [
0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ],
Sun => [
0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ],
Mon => [ 0,1,2,3,4,5,6,7,8 ],
};
>> Calculating back from the 5th of May, 01:35 5000 hours and taking the
>
> 5000 minutes.
Yep. *g*
>> above into account, I believe you land up somewhere near the ticket
>> create time. Can you confirm this?
>
> It comes pretty close. Yet it means that OTRS is counting the complete
> time the ticket is locked && unanswered, even though the last reply
> has just come in a few hours ago.
Now it comes to the owner change. At the time the lockout was
calculated, the owner was [EMAIL PROTECTED], who owned the ticket right at
the beginning of the ticket's life spawn. Therefore, the system could
have had decided that '[EMAIL PROTECTED]' has been a lazy one throughout
the whole time, by not having looked at anything that had happened to
the ticket in the meantime.
The owner change may be undesirable, but has to take place because a
FollowUp is to be taken as an action performed on the ticket. So, this
is not the failure itself, but maybe it's cause.
> So UnlockTickets.pl may be working according to specificiation, but I
> think the specification has a flaw :-)
Not the spec, but some piece of code probably, or your configuration.
Can you please compare the rights of '[EMAIL PROTECTED]' and 'dseifert'?
Additionally: Who is the Postmaster, I bet '[EMAIL PROTECTED]'?
May you please switch on the FollowUp-Notification and try to reproduce
the ticket? I'm wondering wether you'd get a notification or not.
Regards,
Robert Kehl
--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
--
Tolle Verkleidung hast Du da.
DANKE.
Terry Pratchett
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