Hi
after creating a new task if there is an old closed ticket that has the same id number, it will be reopened by the system (showing as reopened by the agent that created the task)
any ideas on how to prevent that from happening?
Thanks!
Creating a new task reopens old ticket that matches task ID
You have lingering records that probably weren’t deleted correctly and it’s now reusing those old records causing them to link to existing tickets. You’ll need to do some database cleanup.
Cheers.
Hi Kevin.
Thank you for answering. I though that that could be the case, but since both ID's are stored in different tables, I don´t see how the creating of a new row in ost_task changes the status_id of a row in ost_ticket
Just to clarify. the new tasks are not getting linked to old tickets. the status_id of unrelated tickets changes if the Id of the new task matches the ticket_id of said ticket.
- Edited
"linking" in the sense of affecting unrelated tickets. Anyways, the same still applies, you have lingering records in the database that need to be cleaned up. OR you could have some weird database issue where it's not inserting the object_type or something appropriately.
Cheers.
10 months later
solved with the upgrade from 1.15.8 to 1.18