Hi,

Thanks for the info. It does help. It makes stronger the probability that OTRS dosen't use this state, in its out of the box config.

Do you know, ~ what version you run? 1.x? 2.x?

/bogdan

On Oct 24, 2012 5:57 PM, "Susan Dittmar" <S.Dittmar@eureca.de> wrote:
>
> Dear Bogdan,
>
> I cannot tell you what the "official" purpose of the "removed" state is.
>
> I use it to close tickets that never should have been created, like spam or
> duplicates (created by using different mail addresses that funnel into
> otrs). For spam I told our agents to use the queue "Junk" and
> activated/creates a GenericAgent job that gives everything in queue Junk
> that does not yet have state "removed" the "removed" state. In addition I
> added "removed" to the states possible for closing tickets (in my VERY old
> version of OTRS that's done in Config.pm via a line
> $Self->{DefaultCloseNextStateType} = ['closed', 'removed'];
> ). Thus when an agent closes a ticket, in addition to "closed successful"
> and "closed unsuccessful" there's also the possibility of "removed" as
> state. You can add the "removed" state to the allowed list of other actions
> too.
>
> Hope that helps a bit,
>
>         Susan
>
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