Re: Ticket vanished?
Alvaro Cordero <[email protected]> Wed, 10 Mar 2021 11:03:53 -0600
| Newsgroups | gmane.comp.otrs.user |
|---|---|
| Message-ID | <CAKzf-ZPLbidyR5t1T=vt91E612AtJhCFDY2FwSTkz=anOQx0dw@mail.gmail.com> |
--===============5988846340291823297== Content-Type: multipart/alternative; boundary="0000000000006ad7b305bd31a854" --0000000000006ad7b305bd31a854 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable I believe the unarchive should be done manually. Regards El mi=C3=A9, 10 mar 2021 a las 11:02, Bruce Johnson (< [email protected]>) escribi=C3=B3: > Thanks, I found it searching for archived state; but it=E2=80=99s state i= s open; > shouldn=E2=80=99t that have un-archived it? When the person re-opened it = yesterday > it showed back up in my list of open tickets. The last action in the log > was my sending a reply to them. > > Archive: > This ticket is archived. > Age: > 230 d 0 h > Created: > 07/23/2020 09:24 > State: > open > Locked: > lock > Priority: > 3 normal > Queue: > Raw > > At least this one is about the same subject; we have a few users whose > only means of communicating to us seems to be finding an old ticket in > their mail and replying to it with a new problem ... > > On Mar 10, 2021, at 9:31 AM, Alvaro Cordero <[email protected]> wrote= : > > Do you have Archive enabled, is the old ticket archived? Are there any > jobs that might have deleted that ticket? > > Regards > > El mi=C3=A9, 10 mar 2021 a las 10:27, Bruce Johnson (< > [email protected]>) escribi=C3=B3: > >> We=E2=80=99re running OTRS Community edition >> >> I have a long running ticket (which has been closed about 3 times, then >> reopened because the person keeps replying to the email with the ticket = ID >> that seems to have simply disappeared from the system. >> >> I got a question from the person yesterday, wrote the answer, and went t= o >> revisit it this morning and the ticket is just gone. I cannot find it vi= a >> search. >> >> What should my next steps be? >> >> -- >> Bruce Johnson >> University of Arizona >> College of Pharmacy >> Information Technology Group >> >> Institutions do not have opinions, merely customs >> >> >> -- >> _______________________________________________ >> otrs mailing list -- [email protected] >> To unsubscribe send an email to [email protected] >> To manage your subscription or browse the message archive visit: >> https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org/ >> > > > -- > > *Alvaro Cordero Retana Consultor de Tecnologias* > *Tel: 22585757 ext 123* > *Email:* [email protected] > > -- > _______________________________________________ > otrs mailing list -- [email protected] > To unsubscribe send an email to [email protected] > To manage your subscription or browse the message archive visit: > https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org/ > > > -- > Bruce Johnson > University of Arizona > College of Pharmacy > Information Technology Group > > Institutions do not have opinions, merely customs > > > -- > _______________________________________________ > otrs mailing list -- [email protected] > To unsubscribe send an email to [email protected] > To manage your subscription or browse the message archive visit: > https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org/ > --=20 *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* [email protected] --0000000000006ad7b305bd31a854 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable <div dir=3D"ltr">I believe the unarchive should be done manually.=C2=A0<div= ><br></div><div>Regards</div></div><br><div class=3D"gmail_quote"><div dir= =3D"ltr" class=3D"gmail_attr">El mi=C3=A9, 10 mar 2021 a las 11:02, Bruce = Johnson (<<a href=3D"mailto:[email protected]">johnson@pharma= cy.arizona.edu</a>>) escribi=C3=B3:<br></div><blockquote class=3D"gmail_= quote" style=3D"margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,= 204);padding-left:1ex"> <div style=3D"overflow-wrap: break-word;"> Thanks, I found it searching for archived state; but it=E2=80=99s state is = open; shouldn=E2=80=99t that have un-archived it? When the person re-opened= it yesterday it showed back up in my list of open tickets. The last action= in the log was my sending a reply to them. <div><br> </div> <div><label style=3D"margin:0px;padding:0.3em 0px 1px;border:0px;outline:0p= x;font-size:12px;font-family:"Helvetica Neue",Helvetica,Arial,san= s-serif;vertical-align:baseline;background-image:none;direction:inherit;dis= play:block;float:left;line-height:1.3em;width:100px;text-align:right;color:= rgb(146,146,146);min-height:17px">Archive:</label> <div style=3D"margin:0px 7px 0px 100px;padding:5px 0px 3px 8px;border:0px;o= utline:0px;font-size:12px;font-family:"Helvetica Neue",Helvetica,= Arial,sans-serif;vertical-align:baseline;background-image:none;direction:in= herit;line-height:1.3em"> This ticket is archived.</div> <div style=3D"margin:0px;padding:0px;border:0px;outline:0px;font-size:12px;= font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;vertical-= align:baseline;background-image:none;direction:inherit;float:none;clear:bot= h"> </div> <label style=3D"margin:0px;padding:0.3em 0px 1px;border:0px;outline:0px;fon= t-size:12px;font-family:"Helvetica Neue",Helvetica,Arial,sans-ser= if;vertical-align:baseline;background-image:none;direction:inherit;display:= block;float:left;line-height:1.3em;width:100px;text-align:right;color:rgb(1= 46,146,146);min-height:17px">Age:</label> <div style=3D"margin:0px 7px 0px 100px;padding:5px 0px 3px 8px;border:0px;o= utline:0px;font-size:12px;font-family:"Helvetica Neue",Helvetica,= Arial,sans-serif;vertical-align:baseline;background-image:none;direction:in= herit;line-height:1.3em"> 230 d 0 h=C2=A0</div> <div style=3D"margin:0px;padding:0px;border:0px;outline:0px;font-size:12px;= font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;vertical-= align:baseline;background-image:none;direction:inherit;float:none;clear:bot= h"> </div> <label style=3D"margin:0px;padding:0.3em 0px 1px;border:0px;outline:0px;fon= t-size:12px;font-family:"Helvetica Neue",Helvetica,Arial,sans-ser= if;vertical-align:baseline;background-image:none;direction:inherit;display:= block;float:left;line-height:1.3em;width:100px;text-align:right;color:rgb(1= 46,146,146);min-height:17px">Created:</label> <div style=3D"margin:0px 7px 0px 100px;padding:5px 0px 3px 8px;border:0px;o= utline:0px;font-size:12px;font-family:"Helvetica Neue",Helvetica,= Arial,sans-serif;vertical-align:baseline;background-image:none;direction:in= herit;line-height:1.3em"> 07/23/2020 09:24</div> <div style=3D"margin:0px;padding:0px;border:0px;outline:0px;font-size:12px;= font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;vertical-= align:baseline;background-image:none;direction:inherit;float:none;clear:bot= h"> </div> <label style=3D"margin:0px;padding:0.3em 0px 1px;border:0px;outline:0px;fon= t-size:12px;font-family:"Helvetica Neue",Helvetica,Arial,sans-ser= if;vertical-align:baseline;background-image:none;direction:inherit;display:= block;float:left;line-height:1.3em;width:100px;text-align:right;color:rgb(1= 46,146,146);min-height:17px">State:</label> <div style=3D"margin:0px 7px 0px 100px;padding:5px 0px 3px 8px;border:0px;o= utline:0px;font-size:12px;font-family:"Helvetica Neue",Helvetica,= Arial,sans-serif;vertical-align:baseline;background-image:none;direction:in= herit;line-height:1.3em"> open</div> <div style=3D"margin:0px;padding:0px;border:0px;outline:0px;font-size:12px;= font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;vertical-= align:baseline;background-image:none;direction:inherit;float:none;clear:bot= h"> </div> <label style=3D"margin:0px;padding:0.3em 0px 1px;border:0px;outline:0px;fon= t-size:12px;font-family:"Helvetica Neue",Helvetica,Arial,sans-ser= if;vertical-align:baseline;background-image:none;direction:inherit;display:= block;float:left;line-height:1.3em;width:100px;text-align:right;color:rgb(1= 46,146,146);min-height:17px">Locked:</label> <div style=3D"margin:0px 7px 0px 100px;padding:5px 0px 3px 8px;border:0px;o= utline:0px;font-size:12px;font-family:"Helvetica Neue",Helvetica,= Arial,sans-serif;vertical-align:baseline;background-image:none;direction:in= herit;line-height:1.3em"> lock</div> <div style=3D"margin:0px;padding:0px;border:0px;outline:0px;font-size:12px;= font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;vertical-= align:baseline;background-image:none;direction:inherit;float:none;clear:bot= h"> </div> <label style=3D"margin:0px;padding:0.3em 0px 1px;border:0px;outline:0px;fon= t-size:12px;font-family:"Helvetica Neue",Helvetica,Arial,sans-ser= if;vertical-align:baseline;background-image:none;direction:inherit;display:= block;float:left;line-height:1.3em;width:100px;text-align:right;color:rgb(1= 46,146,146);min-height:17px">Priority:</label> <div style=3D"margin:0px 7px 0px 100px;padding:5px 0px 3px 8px;border:0px;o= utline:0px;font-size:12px;font-family:"Helvetica Neue",Helvetica,= Arial,sans-serif;vertical-align:baseline;background-image:none;direction:in= herit;line-height:1.3em"> 3 normal</div> <div style=3D"margin:0px;padding:0px;border:0px;outline:0px;font-size:12px;= font-family:"Helvetica Neue",Helvetica,Arial,sans-serif;vertical-= align:baseline;background-image:none;direction:inherit;float:none;clear:bot= h"> </div> <label style=3D"margin:0px;padding:0.3em 0px 1px;border:0px;outline:0px;fon= t-size:12px;font-family:"Helvetica Neue",Helvetica,Arial,sans-ser= if;vertical-align:baseline;background-image:none;direction:inherit;display:= block;float:left;line-height:1.3em;width:100px;text-align:right;color:rgb(1= 46,146,146);min-height:17px">Queue:</label> <div style=3D"margin:0px 7px 0px 100px;padding:5px 0px 3px 8px;border:0px;o= utline:0px;font-size:12px;font-family:"Helvetica Neue",Helvetica,= Arial,sans-serif;vertical-align:baseline;background-image:none;direction:in= herit;line-height:1.3em"> Raw</div> <div> <div><br> </div> <div>At least this one is about the same subject; we have a few users whose= only means of communicating to us seems to be finding an old ticket in the= ir mail and replying to it with a new problem ...</div> <div><br> <blockquote type=3D"cite"> <div>On Mar 10, 2021, at 9:31 AM, Alvaro Cordero <<a href=3D"mailto:alva= [email protected]" target=3D"_blank">[email protected]</a>> wrote:</= div> <br> <div> <div dir=3D"ltr">Do you have Archive enabled, is the old ticket archived? A= re there any jobs that might have deleted that ticket? <div><br> Regards</div> </div> <br> <div class=3D"gmail_quote"> <div dir=3D"ltr" class=3D"gmail_attr">El mi=C3=A9, 10 mar 2021 a las 10:27,= Bruce Johnson (<<a href=3D"mailto:[email protected]" target= =3D"_blank">[email protected]</a>>) escribi=C3=B3:<br> </div> <blockquote class=3D"gmail_quote" style=3D"margin:0px 0px 0px 0.8ex;border-= left:1px solid rgb(204,204,204);padding-left:1ex"> We=E2=80=99re running OTRS Community edition<br> <br> I have a long running ticket (which has been closed about 3 times, then reo= pened because the person keeps replying to the email with the ticket ID tha= t seems to have=C2=A0 simply disappeared from the system.<br> <br> I got a question from the person yesterday, wrote the answer, and went to r= evisit it this morning and the ticket is just gone. I cannot find it via se= arch. <br> <br> What should my next steps be? <br> <br> -- <br> Bruce Johnson<br> University of Arizona<br> College of Pharmacy<br> Information Technology Group<br> <br> Institutions do not have opinions, merely customs<br> <br> <br> --<br> _______________________________________________<br> otrs mailing list -- <a href=3D"mailto:[email protected]" target=3D"_blan= k"> [email protected]</a><br> To unsubscribe send an email to <a href=3D"mailto:[email protected]= " target=3D"_blank"> [email protected]</a><br> To manage your subscription or browse the message archive visit:<br> =C2=A0 <a href=3D"https://lists.otrs.org/postorius/lists/otrs.lists.otrs.or= g/" rel=3D"noreferrer" target=3D"_blank"> https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org/</a><br> </blockquote> </div> <br clear=3D"all"> <div><br> </div> -- <br> <div dir=3D"ltr"> <div dir=3D"ltr"> <div> <div dir=3D"ltr"> <div> <div dir=3D"ltr"> <div> <div dir=3D"ltr"> <div><font color=3D"#666666"><i>Alvaro Cordero Retana<br> Consultor de Tecnologias</i></font></div> <div><font color=3D"#666666"><i>Tel: 22585757 ext 123</i></font></div> <div><i><font color=3D"#666666">Email:</font></i> <a href=3D"mailto:alvaro@= gridshield.net" target=3D"_blank"> [email protected]</a><br> <img src=3D"http://www.gridshield.com/images/gs-signature.png"><br> </div> </div> </div> </div> </div> </div> </div> </div> </div> --<br> _______________________________________________<br> otrs mailing list -- <a href=3D"mailto:[email protected]" target=3D"_blan= k">[email protected]</a><br> To unsubscribe send an email to <a href=3D"mailto:[email protected]= " target=3D"_blank"> [email protected]</a><br> To manage your subscription or browse the message archive visit:<br> =C2=A0<a href=3D"https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org= /" target=3D"_blank">https://lists.otrs.org/postorius/lists/otrs.lists.otrs= .org/</a><br> </div> </blockquote> </div> <br> <div>--=C2=A0<br> Bruce Johnson<br> University of Arizona<br> College of Pharmacy<br> Information Technology=C2=A0Group<br> <br> Institutions do not=C2=A0have opinions, merely=C2=A0customs<br> <br> </div> <br> </div> </div> </div> --<br> _______________________________________________<br> otrs mailing list -- <a href=3D"mailto:[email protected]" target=3D"_blan= k">[email protected]</a><br> To unsubscribe send an email to <a href=3D"mailto:[email protected]= " target=3D"_blank">[email protected]</a><br> To manage your subscription or browse the message archive visit:<br> =C2=A0 <a href=3D"https://lists.otrs.org/postorius/lists/otrs.lists.otrs.or= g/" rel=3D"noreferrer" target=3D"_blank">https://lists.otrs.org/postorius/l= ists/otrs.lists.otrs.org/</a><br> </blockquote></div><br clear=3D"all"><div><br></div>-- <br><div dir=3D"ltr"= class=3D"gmail_signature"><div dir=3D"ltr"><div><div dir=3D"ltr"><div><div= dir=3D"ltr"><div><div dir=3D"ltr"><div><font color=3D"#666666"><i>Alvaro C= ordero Retana<br>Consultor de Tecnologias</i></font></div><div><font color= =3D"#666666"><i>Tel: 22585757 ext 123</i></font></div><div><i><font color= =3D"#666666">Email:</font></i> <a href=3D"mailto:[email protected]" tar= get=3D"_blank">[email protected]</a><br><img src=3D"http://www.gridshie= ld.com/images/gs-signature.png"><br></div></div></div></div></div></div></d= iv></div></div> --0000000000006ad7b305bd31a854-- --===============5988846340291823297== Content-Type: text/plain; charset="us-ascii" MIME-Version: 1.0 Content-Transfer-Encoding: 7bit Content-Disposition: inline -- _______________________________________________ otrs mailing list -- [email protected] To unsubscribe send an email to [email protected] To manage your subscription or browse the message archive visit: https://lists.otrs.org/postorius/lists/otrs.lists.otrs.org/ --===============5988846340291823297==--