Hello, Is there a way to delete ticket just after it's created. Sometimes I get mails in the OTRS email address that really should not have gone there. I can obviously close the ticket, but then they will still show in overviews etc. Bas
Hi, the official answer would be "no" (as nothing should be deleted, just de-activated), but there is a way which is not even a hack. - Visit the Admin-Area - Goto "GenericAgent" - Create a new generic agent (enter a name and confirm) - In the options form enter criteria that identify the ticket to delete. Be careful to select very specific values in order not to delete too many tickets (e.g. use the ticket ID). - On the bottom o the form you find the option "delete tickets". Change the switch to "yes". - Press "save" - OTRS shows you a preview of all tickets affected by your operation. It asks whether you are sure to perform the action. Confirm by "execute now" (maybe phrased differently, my installation is in German). DONE. OTRS shows you the job list where the generic agent you just created is listed. You may delete it if this was a one-time operation or keep it. As far as deletion is concerned it's probably better to delete it, just to be sure that no tickets are killed accidentally. Generic agents are somehow similar to cron tasks. You may not want to have a ticket deletion job active in the background (even if nothing should go wrong is the ticket selection criteria are specific enough). HTH, Tobias Bas Rijniersce schrieb:
Hello,
Is there a way to delete ticket just after it's created. Sometimes I get mails in the OTRS email address that really should not have gone there. I can obviously close the ticket, but then they will still show in overviews etc.
Bas
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Tobias Lütticke wrote:
the official answer would be "no" (as nothing should be deleted, just de-activated), but there is a way which is not even a hack.
- Visit the Admin-Area - Goto "GenericAgent" - Create a new generic agent (enter a name and confirm) - In the options form enter criteria that identify the ticket to delete. Be careful to select very specific values in order not to delete too many tickets (e.g. use the ticket ID). - On the bottom o the form you find the option "delete tickets". Change the switch to "yes". - Press "save" - OTRS shows you a preview of all tickets affected by your operation. It asks whether you are sure to perform the action. Confirm by "execute now" (maybe phrased differently, my installation is in German). DONE.
OTRS shows you the job list where the generic agent you just created is listed. You may delete it if this was a one-time operation or keep it. As far as deletion is concerned it's probably better to delete it, just to be sure that no tickets are killed accidentally. Generic agents are somehow similar to cron tasks. You may not want to have a ticket deletion job active in the background (even if nothing should go wrong is the ticket selection criteria are specific enough).
We use a separate junk queue and a GenericAgent job that purges all tickets from the junk queue every five minutes. When you want to delete a message from the system you just move it into the junk queue. Nils Breunese.
You have to create a generic agent and set it to delete that ticket number _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bas Rijniersce Sent: Wednesday, January 10, 2007 1:54 PM To: otrs@otrs.org Subject: [otrs] Deleting a ticket Hello, Is there a way to delete ticket just after it's created. Sometimes I get mails in the OTRS email address that really should not have gone there. I can obviously close the ticket, but then they will still show in overviews etc. Bas
participants (4)
-
Bas Rijniersce -
Maurice James Ny -
Nils Breunese (Lemonbit) -
Tobias Lütticke