Boston Posted August 26, 2008 Share Posted August 26, 2008 Hello, I have noticed this a couple of times. For some reason a ticket which has been just opened or responded closes automaticly. First time I noticed it when a client opened a ticket, I recieved an email from it normally but when I tried to check it, it was closed in the admin panel. I thought that the client had closed it by accident because he stated that he had not closed it. I just noticed this again. Now a non-registered customer opened a ticket and after he responded to it it closed automaticly. There has been no other admins logged in or anything. Any ideas what could have caused this? Activity log, admin log etc shows no information. 0 Quote Link to comment Share on other sites More sharing options...
MikeDVB Posted August 26, 2008 Share Posted August 26, 2008 Not sure, I've never had this happen ever since I've been using WHMCS. You might want to put in a support ticket for this. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted August 26, 2008 WHMCS CEO Share Posted August 26, 2008 Clients can close their own tickets from the client area. Matt 0 Quote Link to comment Share on other sites More sharing options...
handsonwebhosting Posted August 26, 2008 Share Posted August 26, 2008 Other item to check is your cron job where it will auto close tickets after "X" time. Make sure that OPEN and Customer Reply are not flagged as status that can auto close. Other than that, it's as the others suggested - possibly the client closed it (even though you stated that they didn't). No other ideas. 0 Quote Link to comment Share on other sites More sharing options...
Boston Posted August 26, 2008 Author Share Posted August 26, 2008 Clients can close their own tickets from the client area. Matt This is exactly what I thought. With the first ticket I was sure that the client had closed it manually, but with the second automaticly closed ticket the client had no account on our WHMCS yet. As far as I know then there is no way that he could have closed the ticket. The cron related automatic ticket closing is set to 0 in the automation settings. I guess it should be deactivated. 0 Quote Link to comment Share on other sites More sharing options...
MikeDVB Posted August 26, 2008 Share Posted August 26, 2008 Or maybe there's a bug where when it's set to 0 sometimes it will close them instantly... That's my only thought on that really as to why it would do that. 0 Quote Link to comment Share on other sites More sharing options...
handsonwebhosting Posted August 27, 2008 Share Posted August 27, 2008 0 should mean disable. Set it to a few days and see what that does (if anything). Have you been able to duplicate the issue at all? Is it only one particular user that has this issue when they make tickets? 0 Quote Link to comment Share on other sites More sharing options...
Boston Posted August 27, 2008 Author Share Posted August 27, 2008 No, I'm not able to duplicate it. We recieve 10-20 tickets every day but I have seen this happen only a couple of times. I will put some update if it happens again. 0 Quote Link to comment Share on other sites More sharing options...
pjssms Posted October 29, 2008 Share Posted October 29, 2008 I have the same issue. If i answer one ticket and the customer doesn´t reply after 4 or 5 days the ticket is closed . Is there same way to change this behaviour ?. 0 Quote Link to comment Share on other sites More sharing options...
chickendippers Posted October 29, 2008 Share Posted October 29, 2008 Configuration > Automation Settings. 0 Quote Link to comment Share on other sites More sharing options...
keefe007 Posted January 5, 2009 Share Posted January 5, 2009 I'm seeing this issue as well and I have auto-close set to 0. 0 Quote Link to comment Share on other sites More sharing options...
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