[otrs] States and State Types

[John Blumel]

At 04:13 AM 3/8/2007, you wrote:
>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.


OK, so closed tickets will always show up under the tickets for a 
particular customer, or you could, for example, search for all closed 
tickets for a specific date range, or by ticket number? That seems 
pretty reasonable.


>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.

So, the 'removed' status applies to these "deleted" tickets? Is there 
some info that is retained on these that can be accessed through the 
search? Or is the entire ticket kept in the database, just not 
generally displayed anywhere through the web interface? (Not that I'm 
sure why I would want to access them. Maybe to blacklist the email addresses.)


John Blumel