Re: Tickets "closed" appear as "open"

Hi,

After installing PHPMyAdmin I have checked table "ticket_history"
contents... Uuuufff... If I select "ticket" table, three tickets
that appear as "closed" in Agent Ticket Status View appear with
value "9" in ticket_state_id and that "9" value belongs to
"merged". However, all the others ticket that I have closed but
they don't appear in Agent Ticket Status View (all of them appear
as "open") have "2" in ticket_state_id and that value belongs to
"closed succesfully"... so I don't understand anything!!! :( :( :(

So I don't know how and what I need to change for close "really"
that closed tickets that I don't know why are appearing as "open"

Please, more help...

thanks a lot!!

El 04/11/2016 a las 16:19, Gerald Young escribió:

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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