What is the purpose of "removed" state?
Hi, A new OTRS installation includes in ADMIN -> States a state named "removed" of type "removed" with comment "Customer removed ticket.". 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). 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 "removed" available in either customer or agent GUIs. So this begs the question... what is "removed" 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? Thanks, bogdan
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
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"
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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participants (2)
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Bogdan Iosif -
Susan Dittmar