Hi,<br><br>A new OTRS installation includes in ADMIN -&gt; States a state named &quot;removed&quot; of type &quot;removed&quot; with comment &quot;Customer removed ticket.&quot;.<br><br>My expectation, after reading the aforementioned comment, was that this state is used by customers when they need to signal that a ticket should no longer be considered by agents. So it would be something like canceling the ticket for any reason as opposed to closing it which implies a resolution (successful / unsuccessful).<br>
<br>My expectation turned out to be invalid. I used many / most of the views available in OTRS and most of the available ticket states and never saw &quot;removed&quot; available in either customer or agent GUIs.<br><br>So this begs the question... what is &quot;removed&quot; used / designed for? Is it used by ticket archival mechanisms? Is it a dead entry not actually used anywhere in OTRS in its out-of-the-box configuration? Does anyone know?<br>
<br>Thanks,<br>bogdan<br>