[otrs]Ticket vanished?

[Bruce Johnson]

We’re 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 to revisit it this morning and the ticket is just gone. I cannot find it via 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


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[Alvaro Cordero]

Do you have Archive enabled, is the old ticket archived? Are there any jobs that might have deleted that ticket?

Regards

--

Alvaro Cordero Retana
Consultor de Tecnologias

Tel: 22585757 ext 123

Email: alv...@gridshield.net

[Bruce Johnson]

Thanks, I found it searching for archived state; but it’s state is open; shouldn’t 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 ...

[Alvaro Cordero]

I believe the unarchive should be done manually. 

Regards