[otrs] States and State Types

[Nils Breunese (Lemonbit)]

John Blumel wrote:

> It's still not clear to me how to access "closed" tickets, or how a  
> ticket becomes "removed".

All tickets can be accessed in a couple of different ways. You can  
for instance find tickets through the search function or view all  
tickets for a particular client when clicking their CustomerID-link.

OTRS has a "don't remove anything" philosophy, which makes it easy to  
guarantee you don't end up with an inconsistent database. You don't  
remove a customer for instance, but you set it to invalid instead so  
you can keep the tickets without having a bunch of tickets without an  
associated customer.

At our company we did however set up a Junk queue for trashing spam  
tickets. We set up a GenericAgent job that removes all tickets from  
the Junk queue every five minutes, so when you want to delete a spam  
ticket you just move it into the Junk queue.

Nils Breunese.
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