Hi, I'm new to OTRS and was wondering if there is some documentation available explaining the various default states and the state types. The Admin manual doesn't really (as far as I've been able to see) explain much about how the different types behave or, for example, what causes a "pending auto close+" ticket to close, or how or when a "pending reminder" ticket might generate a reminder. Thanks for any info on this topic. John Blumel
John Blumel wrote:
Hi, I'm new to OTRS and was wondering if there is some documentation available explaining the various default states and the state types. The Admin manual doesn't really (as far as I've been able to see) explain much about how the different types behave or, for example, what causes a "pending auto close+" ticket to close, or how or when a "pending reminder" ticket might generate a reminder.
Thanks for any info on this topic.
You also specify a date and time when setting "pending auto close+" or "pending reminder", so I think the close/reminder time should be clear. http://doc.otrs.org/2.1/en/html/x992.html lists the default types, I think the names are all pretty self-explaining. What types are unclear to you? Nils Breunese.
At 03:41 PM 3/7/2007, you wrote:
You also specify a date and time when setting "pending auto close+" or "pending reminder", so I think the close/reminder time should be clear. http://doc.otrs.org/2.1/en/html/x992.html lists the default types, I think the names are all pretty self-explaining. What types are unclear to you?
Well, since I'm quite new to OTRS, and haven't spent much time actually working with the queue interface (mostly reading the manual), it wasn't clear how the types were linked in with user actions. I see now that the types are used to fill the lists on the pending, close, merge forms, and that there is a time associated with the pending actions. Thanks. It's still not clear to me how to access "closed" tickets, or how a ticket becomes "removed". John Blumel
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.
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
John Blumel wrote:
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.
Yes, that's correct.
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.)
No, the tickets are physically removed from the database when deleted from the Junk queue by the GenericAgent job we set up. There is no 'removed' status. Maybe you just need to try the demo system (http://otrs.org/demo/) or set up a demo system for yourself? :o) Nils Breunese.
At 12:57 PM 3/8/2007, you wrote:
No, the tickets are physically removed from the database when deleted from the Junk queue by the GenericAgent job we set up. There is no 'removed' status.
Maybe you just need to try the demo system (http://otrs.org/demo/) or set up a demo system for yourself? :o)
I have an OTRS installation up and running, and was looking at the States and State Types in the Admin interface ("System State Management"), where I saw the "removed" ("removed (5)". in the list) State and "removed" State Type. Thus my interest in what these were. John Blumel
participants (2)
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John Blumel -
Nils Breunese (Lemonbit)