Re: Tickets "closed" appear as "open"

Ticket History doesn't retroactively adjust. While it's generally not
recommended to directly manipulate the database, this may be a case to do
it. Be very careful how/if you change the data. The % character is a
wildcard (using LIKE) in MySQL
http://dev.mysql.com/doc/refman/5.7/en/string-comparison-functions.html

*Make sure you have a verified, recoverable backup of your database. Your
data is your responsibility.*

A sample query (untested. Use at your own risk:)
UPDATE ticket_history SET name = REPLACE(name, '%%%closed', '%%closed')
WHERE history_type_id=27 and name LIKE '%\%\%\%closed%'

Reference: http://stackoverflow.com/questions/5956993/mysql-string-replace

Please be careful of your data. Understand the consequences of making the
changes and, if possible, test in a different environment before applying
to production.

It is good practice to attempt a SELECT prior to UPDATE to confirm the
change will apply only to the records you want to change.



On Fri, Nov 4, 2016 at 9:08 AM, Personal Técnico <[email protected]>
wrote:

> Hi,
>
> I created four new states called "progress-25%", "progress-50%",
> "progress-75%" and "progress-90%". Now, when I close successfully (or not)
> a ticket, it appears as "opened". If I check its "history" I can see this:
>         [...]
>         Old: "progress-90". New: "%closed successful"
>         [...]
>
> So it seems that "%" is parsed badly so OTRS doesn't recognize that ticket
> as closed and, then, it continues appearing as "open" (or "progress").
>
> I have created four new states called "progress-XX" without "%"; executed
> a generic agent for changing from "progress-XX%" to "progress-XX" and,
> then, from "progress-XX" to "closed succesfully", but tickets continue
> appearing in menu "Tickets --> Status view" in "Opened Tickets" althought
> in ticket properties you can see "Status --> closed succesfully"
>
> Please, help!!! What can I do for solve this configuration problem?
>
> Thanks!!
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