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