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.