[otrs] OTRS 2.1 - removing system message from raw queue - genericagent

[Alexander Scholler]

Hi Dave,

dont-spam-me schrieb:
> Hi,
> 
> I had an issue where otrs 2.0 (now 2.1) was unable to connect to it's 
> configured mail server. This caused otrs to generate an email every 10 
> or 20 minutes for about 2 weeks, but these actually all got sent to the 
> Raw Queue all one second apart.
> 
> So I have 1935 tickets in the raw queue {near identical to}:
> ----From:     
> Mail Delivery Subsystem <MAILER-DAEMON at dynamic7.rutledge.com.au>
> To: <otrs at dynamic7.rutledge.com.au>
> Subject: Warning: could not send message for past 4 hours
>     **********************************************
>     **      THIS IS A WARNING MESSAGE ONLY      **
>     **  YOU DO NOT NEED TO RESEND YOUR MESSAGE  **
>     **********************************************
> 
> The original message was received at Fri, 15 Sep 2006 18:45:02 +1000
> from localhost.localdomain [127.0.0.1]
> 
>    ----- Transcript of session follows -----
> <root at dynamic7.rutledge.com.au>... Deferred: Connection refused by
> dynamic7.rutledge.com.au.
> Warning: message still undelivered after 4 hours
> Will keep trying until message is 5 days old
> -----
> 
> 1. I started trying to bulk delete {close} these items. But the 
> interface is clumsy and slow in this regard because:
>   a. each time you click the bulk check box a dialog box is displayed: 
> {you checked a ticket for bulk action - OK} that you need to click, 
> before going to the next item.
>   b. you can maximally show only about 25 tickets per page.
> 
> Perhaps it could be enhanced so that the agent/admin doesn't get the 
> dialog box every time {maybe keeping the first}, and also by allowing 
> the user to display all tickets in one long page, and having a single 
> check item: select all for bulk action.
> 
> 2. With help from the otrs mail list, I found genericAgent. It would 
> seem that I could create such a GE task that erases {permanently} every 
> item in the Raw Queue {ie the 2000 tickets mentioned above}.

That's the right way!
> 
> The manual at http://doc.otrs.org/2.1/en/html/x1095.html doesn't really 
> show how to use it. What makes most sense is to:
> GenericAgent|Add|Name=test3|Add
> - Queue=Raw
> - Delete|Delete Tickets=Yes|
> - Save
> Then in the list for the newly created test3 genericagent, I click the x 
> in the run-now column. The page is reloaded and the test3 Last Run is 
> updated to the current time - it looks like it could have worked.
> 
> There is no reduction in the number of Raw Queue items that I wanted 
> deleted.
> 
> What am I doing wrong ?

Your description doesn't indicate any error made.
Have a look to your otrs-logging to see what was really done!
Take care! If you use v2.1.2, a default GE-job sends a notification to 
agents and customer about the changes on the ticket - you have to turn 
the option "don't send notification" ON.

> 
> 3. Once created, clicking the task name doesn't allow me to edit the task.
> 
> 4. Once an GE task is created it does not seem possible to delete it 
> using the delete item in the GE task list.

I can delete GE-jobs.

> 
> [Any of these issues could be to do with the rpm packaging for Fedora 
> Core, but this seems to work OK for the most part.]
> 

Alternative, you can use the generic agent on command-shell to have more 
control and debug-infos of what is done.

> Thanks in advance for any tips or solutions.
> 
> DaveT.

Bye, Alex