Re: [otrs] Closed tickets reopening themselves via email

2008-12-18 Thread Ugo Bellavance 

Anton Gubar'kov a écrit :

Hello, Faith.
 I would look into the addressing issue first. OTRS should not surd 
emails to itself. Cheek the addresses of the queue that are configured 
for receiving emails and the address used to send emails from the 
queue.  If they are different, OTRS adds extra address to CC:


I had this problem, and thanks to you Anton, I fixed it... !

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Re: [otrs] Closed tickets reopening themselves via email

2008-12-09 Thread Faith Senie 
I have a theory on why this is happening, would like people's thoughts 
on whether this makes sense.


For our site, we have multiple domains, same domain name but different 
suffixes (.com and .net).  We have a support mailing address 
[EMAIL PROTECTED], and we've aliased [EMAIL PROTECTED] to send to 
[EMAIL PROTECTED]


Up until now, customers have sent support emails to [EMAIL PROTECTED], 
which is the OTRS configured support address, with no issues.


For the particular ticket that refuses to stay closed, the customer sent 
email to [EMAIL PROTECTED]  It came through the [EMAIL PROTECTED] 
mailbox, as expected, but still had the .net address in the text of the 
email.  I didn't notice this when I updated the ticket and sent her a 
response.  The email back to the customer came out from 
[EMAIL PROTECTED], but CC'd [EMAIL PROTECTED]  As part of the 
response, I tried to do an immediate state change to 'closed 
successful'.  The CC to the .net address came through as a reopening, 
not surprising.  I did find a spot in one of the screens (no idea 
anymore which one -- looked at too many screens today!) where an address 
showed up as [EMAIL PROTECTED] instead of the expected .com address, 
and I fixed it.  But this particular ticket is still broken, and 
continues to reopen itself whenever I try to close it.  I finally went 
directly into the database and forced it into the closed state directly 
(not exactly optimal, I know, but it seems to be holding, and it will 
hopefully keep me from having to deinstall OTRS, which is what I was 
being asked to do because of this issue!).  Is it possible that the 
customer name got changed by that CC'd reopening email to being 
[EMAIL PROTECTED] instead of [EMAIL PROTECTED]  I couldn't 
find any evidence of that, either in the zoomed ticket or in the 
database, but that's exactly how it was acting.


Now that I've fixed that one spot where [EMAIL PROTECTED] showed up, I 
can reproduce this problem for one round of reopening by sending a 
support request to [EMAIL PROTECTED], responding to the customer 
without clearing the CC field in the response message, and doing an 
immediate closed successful.  But it doesn't continually reopen if I 
then close it again.  And if I clear the CC field, it doesn't reopen at 
all.  So hopefully this won't happen again.  But I would really like to 
understand at some point how it was that I could change that bad address 
and still have that one ticket be broken.


So Anton, I suspect your original theory was right, but there was 
something else going on with this particular ticket, too.


Thanks,
Faith

Faith Senie wrote:

Hi Adam,

This is how my configuration is set up, as well.  Still having the 
problem.


Thanks,
Faith

Adam Bator wrote:

Hi there,

Hope I am doing this correctly :-)

So for your issue check the queue settings to see what happend upon 
FollowUp. I just have allow in there
And also check settings in 
Frontend::Agent::Ticket::ViewCustomerFollowUp 
http://doc.otrs.org/2.3/en/html/x13170.html#Ticket:Frontend::Agent::Ticket::ViewCustomerFollowUp. 
I have the second option unticked.


Adam


Faith Senie pisze:

Hi Anton,

Thanks for the response.  I only have one email address configured 
(I verified this), so they're guaranteed to be the same, but I did 
go through and check every place I had an email address entered, and 
didn't see anything that would make me think there was a difference. 
Still having the problem.  The really odd part is that this only 
started happening recently -- we have previous tickets that have 
closed and stayed closed.  As far as I'm aware, nothing has changed 
in between.  I'm about at the point of going into the database and 
forcing it into the closed state directly, but that probably won't 
solve anything for the next open ticket.


Anyone else have any thoughts on why my ticket keeps reopening every 
time I close it?


Anton Gubar'kov wrote:

Hello, Faith.
 I would look into the addressing issue first. OTRS should not surd 
emails to itself. Cheek the addresses of the queue that are 
configured for receiving emails and the address used to send emails 
from the queue.  If they are different, OTRS adds extra address to CC:


 Regards, Anton

2008/12/6 Faith Senie [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]

I could have sworn there was a thread recently about this, but I
can't find it in the archives.

I just completed a ticket, sent email to the customer, and closed
the ticket.  OTRS appears to have sent an automated email to the
ticketing system telling it This ticket has been closed!  Since
the subject of the email contains the ticket number, OTRS sees
this email as a followup to the original ticket, and reopens the
ticket.  Every time I close the ticket, the action of closing the
ticket generates another email telling the system the ticket is
closed, which reopens the ticket yet again.  I can't get it to
close and stay closed.  Is there

Re: [otrs] Closed tickets reopening themselves via email

2008-12-08 Thread Faith Senie 

Hi Anton,

Thanks for the response.  I only have one email address configured (I 
verified this), so they're guaranteed to be the same, but I did go 
through and check every place I had an email address entered, and didn't 
see anything that would make me think there was a difference. Still 
having the problem.  The really odd part is that this only started 
happening recently -- we have previous tickets that have closed and 
stayed closed.  As far as I'm aware, nothing has changed in between.  
I'm about at the point of going into the database and forcing it into 
the closed state directly, but that probably won't solve anything for 
the next open ticket.


Anyone else have any thoughts on why my ticket keeps reopening every 
time I close it?


Anton Gubar'kov wrote:

Hello, Faith.
 I would look into the addressing issue first. OTRS should not surd 
emails to itself. Cheek the addresses of the queue that are configured 
for receiving emails and the address used to send emails from the 
queue.  If they are different, OTRS adds extra address to CC:


 Regards, Anton

2008/12/6 Faith Senie [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]

I could have sworn there was a thread recently about this, but I
can't find it in the archives.

I just completed a ticket, sent email to the customer, and closed
the ticket.  OTRS appears to have sent an automated email to the
ticketing system telling it This ticket has been closed!  Since
the subject of the email contains the ticket number, OTRS sees
this email as a followup to the original ticket, and reopens the
ticket.  Every time I close the ticket, the action of closing the
ticket generates another email telling the system the ticket is
closed, which reopens the ticket yet again.  I can't get it to
close and stay closed.  Is there some setting somewhere that
controls where OTRS sends notifications like this, or whether it
sends such notifications?

Thanks,
Faith

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Re: [otrs] Closed tickets reopening themselves via email

2008-12-08 Thread Adam Bator 

Hi there,

Hope I am doing this correctly :-)

So for your issue check the queue settings to see what happend upon 
FollowUp. I just have allow in there
And also check settings in Frontend::Agent::Ticket::ViewCustomerFollowUp 
http://doc.otrs.org/2.3/en/html/x13170.html#Ticket:Frontend::Agent::Ticket::ViewCustomerFollowUp. 
I have the second option unticked.


Adam


Faith Senie pisze:

Hi Anton,

Thanks for the response.  I only have one email address configured (I 
verified this), so they're guaranteed to be the same, but I did go 
through and check every place I had an email address entered, and 
didn't see anything that would make me think there was a difference. 
Still having the problem.  The really odd part is that this only 
started happening recently -- we have previous tickets that have 
closed and stayed closed.  As far as I'm aware, nothing has changed in 
between.  I'm about at the point of going into the database and 
forcing it into the closed state directly, but that probably won't 
solve anything for the next open ticket.


Anyone else have any thoughts on why my ticket keeps reopening every 
time I close it?


Anton Gubar'kov wrote:

Hello, Faith.
 I would look into the addressing issue first. OTRS should not surd 
emails to itself. Cheek the addresses of the queue that are 
configured for receiving emails and the address used to send emails 
from the queue.  If they are different, OTRS adds extra address to CC:


 Regards, Anton

2008/12/6 Faith Senie [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]

I could have sworn there was a thread recently about this, but I
can't find it in the archives.

I just completed a ticket, sent email to the customer, and closed
the ticket.  OTRS appears to have sent an automated email to the
ticketing system telling it This ticket has been closed!  Since
the subject of the email contains the ticket number, OTRS sees
this email as a followup to the original ticket, and reopens the
ticket.  Every time I close the ticket, the action of closing the
ticket generates another email telling the system the ticket is
closed, which reopens the ticket yet again.  I can't get it to
close and stay closed.  Is there some setting somewhere that
controls where OTRS sends notifications like this, or whether it
sends such notifications?

Thanks,
Faith

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[otrs] Closed tickets reopening themselves via email

2008-12-05 Thread Faith Senie 
I could have sworn there was a thread recently about this, but I can't 
find it in the archives.


I just completed a ticket, sent email to the customer, and closed the 
ticket.  OTRS appears to have sent an automated email to the ticketing 
system telling it This ticket has been closed!  Since the subject of 
the email contains the ticket number, OTRS sees this email as a followup 
to the original ticket, and reopens the ticket.  Every time I close the 
ticket, the action of closing the ticket generates another email telling 
the system the ticket is closed, which reopens the ticket yet again.  I 
can't get it to close and stay closed.  Is there some setting somewhere 
that controls where OTRS sends notifications like this, or whether it 
sends such notifications?


Thanks,
Faith

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Re: [otrs] Closed tickets reopening themselves via email

2008-12-05 Thread Anton Gubar'kov 
Hello, Faith.
 I would look into the addressing issue first. OTRS should not surd emails
to itself. Cheek the addresses of the queue that are configured for
receiving emails and the address used to send emails from the queue.  If
they are different, OTRS adds extra address to CC:

 Regards, Anton

2008/12/6 Faith Senie [EMAIL PROTECTED]

 I could have sworn there was a thread recently about this, but I can't find
 it in the archives.

 I just completed a ticket, sent email to the customer, and closed the
 ticket.  OTRS appears to have sent an automated email to the ticketing
 system telling it This ticket has been closed!  Since the subject of the
 email contains the ticket number, OTRS sees this email as a followup to the
 original ticket, and reopens the ticket.  Every time I close the ticket, the
 action of closing the ticket generates another email telling the system the
 ticket is closed, which reopens the ticket yet again.  I can't get it to
 close and stay closed.  Is there some setting somewhere that controls where
 OTRS sends notifications like this, or whether it sends such notifications?

 Thanks,
 Faith

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