Hi,
> Am Mo, den 10.05.2004 schrieb Robert Kehl um 13:28:
> >> 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
It doesn't say "Owner changed to root", it just says that the user
'root' has changed the ticket state. But the ticket still belongs to me.
Iit does this whenever a follow-up is received, as the follow-up is
sorted in by the system, not by me manually :) I don't think this is a
configuration issue on my side.
P.S.: The header of this column also says 'Benutzer' (user), not owner.
> > 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]
No, it wasn't, it was in my queue. Otherwise it wouldn't have been me
receiving the ticket timeout, but root, would it?
> 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.
Ouch.
> > 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'?
How do I do this?
> Additionally: Who is the Postmaster, I bet '[EMAIL PROTECTED]'?
Postmaster on the Linux box? /etc/aliases defines
postmaster: root
and root is going to another email account of mine.
> 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.
Ok.
1. Using another email account, I (customer) send a mail to
support.
2. A ticket is created, I (customer) receive an auto-reply.
3. I (user) lock the ticket in OTRS and send a reply. This puts the
ticket state to "pending auto-close+"
4. I (customer) read the reply and send a follow-up.
5. root updates the ticket state and sends me (user) a notification
about the follow-up.
History attached.
Looks perfectly normal to me.
--
Daniel Seifert <[EMAIL PROTECTED]>
Title: OTRS :: Agent :: Historie
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[ Historie von Ticket#: 2004051010000375 ]
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-
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Aktion:
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Kommentar:
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Inhalt:
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Benutzer:
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Erstellt am:
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NewTicket
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Ticket=[2004051010000375], ID=[5198] created (Q=Softwaresupport engl;P=3 normal;S=new).
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-
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[EMAIL PROTECTED] (Admin OTRS)
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10.05.2004 13:56:38
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CustomerUpdate
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CustomerID updated to '[EMAIL PROTECTED]'. CustomerUser updated to '[EMAIL PROTECTED]
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-
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[EMAIL PROTECTED] (Admin OTRS)
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10.05.2004 13:56:38
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EmailCustomer
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Added email.
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x
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[EMAIL PROTECTED] (Admin OTRS)
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10.05.2004 13:56:38
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SendAutoReply
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Sent auto response to 'Daniel Seifert <[EMAIL PROTECTED]>'
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x
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[EMAIL PROTECTED] (Admin OTRS)
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10.05.2004 13:56:38
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OwnerUpdate
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New Owner is 'dseifert' (ID=2).
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-
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dseifert (Daniel Seifert)
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10.05.2004 13:57:58
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Lock
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Ticket lock.
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-
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dseifert (Daniel Seifert)
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10.05.2004 13:57:58
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SendAnswer
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Sent email to 'Daniel Seifert <[EMAIL PROTECTED]>'.
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x
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dseifert (Daniel Seifert)
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10.05.2004 13:58:02
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StateUpdate
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Old: 'new' New: 'pending auto close+'
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x
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dseifert (Daniel Seifert)
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10.05.2004 13:58:03
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SetPendingTime
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Set Pending Time to 2004/05/13 13:57.
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-
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dseifert (Daniel Seifert)
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10.05.2004 13:58:03
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FollowUp
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FollowUp for [2004051010000375].
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x
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[EMAIL PROTECTED] (Admin OTRS)
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10.05.2004 13:58:45
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SendAgentNotification
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Sent 'FollowUp' notification to '[EMAIL PROTECTED]'.
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-
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[EMAIL PROTECTED] (Admin OTRS)
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10.05.2004 13:58:45
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StateUpdate
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Old: 'pending auto close+' New: 'open'
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-
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[EMAIL PROTECTED] (Admin OTRS)
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10.05.2004 13:58:45
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