Hello, we're using OTRS 2.0.4 and have a problem with some tickets, that re-appear regularly: The history of the tickets looks like this:
NewTicket New Ticket [10812736226] created (Q=Foo;P=3 normal;S=new). - root (Admin OTRS) 06/08/2009 22:25:14 CustomerUpdate Updated: customerid=...@yahoo.jp ;customeruser=...@yahoo.jp; - root (Admin OTRS) 06/08/2009 22:25:14 EmailCustomer Added email. x<https://otrs.mybet.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=288737&ArticleID=602632> root (Admin OTRS) 06/08/2009 22:25:14 OwnerUpdate New owner is "fnord" (ID=32). - fnord (VioC) 06/09/2009 16:59:26 Lock Locked ticket. - fnord (VioC) 06/09/2009 16:59:26 Misc Reset of unlock time. - fnord (VioC) 06/09/2009 16:59:26 SendAnswer Email sent to "f...@yahoo.jp, ,". x<https://otrs.mybet.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=288737&ArticleID=603756> fnord (VioC) 06/09/2009 16:59:37 StateUpdate Old: "new" New: "closed successful" x<https://otrs.mybet.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=288737&ArticleID=603756> fnord (VioC) 06/09/2009 16:59:37 Unlock Unlocked ticket. - fnord (VioC) 06/09/2009 16:59:37 StateUpdate Old: "closed successful" New: "open" - root (Admin OTRS) 06/16/2009 12:45:18 Misc Reset of escalation time. - root (Admin OTRS) 06/16/2009 12:45:18 Move Ticket moved into Queue "Support" (6) from Queue "Bon" (13). - root (Admin OTRS) 06/16/2009 12:45:18 Move Ticket moved into Queue "Support::Spa" (14) from Queue "Support" (6). - abk (A) 06/16/2009 17:40:16 Lock Locked ticket. - fnord (VioC) 06/16/2009 17:50:03 Misc Reset of unlock time. - fnord (VioC) 06/16/2009 17:50:03 AddNote Added note (Close) x<https://otrs.mybet.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=288737&ArticleID=608556> fnord (VioC) 06/16/2009 17:50:06 StateUpdate Old: "open" New: "closed successful" x<https://otrs.mybet.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=288737&ArticleID=608556> fnord (VioC) 06/16/2009 17:50:06 Unlock Unlocked ticket. - fnord (VioC) 06/16/2009 17:50:06 StateUpdate Old: "closed successful" New: "open" - root (Admin OTRS) 06/17/2009 01:10:42 Misc Reset of escalation time. - root (Admin OTRS) 06/17/2009 01:10:43 Move Ticket moved into Queue "Support" (6) from Queue "Support::Spa" (14). - root (Admin OTRS) 06/17/2009 01:10:43 The interesting thing is happening at 1:10 at night: all tickets that re-appear have a reset of escalation time very probably because of some cronjob or something like that. Does anybody know how to fix that bug? Thanks in advance Ivan
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