[otrs] Tickets "closed" appear as "open"

[Personal Técnico]

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!!
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

[Gerald Young]

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.

[Personal Técnico]

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!!