Auto close does not seem to be working anymore?

[internut33]

This never has been a problem and I dont think I messed with any settings to have this change but the auto close does not seem to be working.

I have a large number of tickets on hold now that are not getting auto closed.

any thoughts?

[craigbrass]

So no setting has changed? I suggest you submit a support ticket so it can be traced (http://members.kayako.net -> "Get Support").

[internut33]

I'm thinking maybe I messed something up when I altered a SLA option as it was triggering a bunch of notices on tickets that were on hold.

Would this have anything to do with it?

Or is just in admin panel --> settings --> tickets --> auto close?

Isn't that the only area the handles it?

[craigbrass]

Yea, as long as it is set to enabled and you are linking it with status', it should be working.

[internut33]

Oh boy, i just found out once again its due to someone sending a large attachment - which shut down the mail parser, possibly the auto close. I should have known this from the past but it has not been an issue for a while now.

Why does the mail parser collapse on a large file / attachment?

looks like i'll be up all night.

i have two pages of tickets, and i'm sure angry customers.

[internut33]

Anyone w/ some tips on how attachments can not shut down the system again would be much appreciated.

thx

[Ryan Lederman]

The team will address this issue before the next STABLE release. I'm sure we'll be able to come up with a viable solution.

Stay tuned.

[internut33]

sounds great. be nice if it just skipped over the e-mail and kept running. is there a setting to stop an upload of "x" in size"

Not exactly sure how large the file has to be to cause this problem. Seemed like a 135k e-mail w/ attachment did it this time.

[Ryan Lederman]

Originally Posted by internut33

sounds great. be nice if it just skipped over the e-mail and kept running. is there a setting to stop an upload of "x" in size"

Not exactly sure how large the file has to be to cause this problem. Seemed like a 135k e-mail w/ attachment did it this time.

Please take a look at http://forums.kayako.com/showpost.ph...9&postcount=15

[internut33]

ah good stuff ryan. I've made the update.

[Ryan Lederman]

Let me know if you still have problems with the mail parser. I'm concerned about this particular problem since it's such a show-stopper.

[internut33]

I will report back. I've only had this problem twice this year, maybe 5 times overall.

But yes, it is a show stopper.

I imagine I could do a test myself and submit a large attachment to see what happens...