hi Tom yes i want to delete the tichet, and yes i am trying to ask, i hope that understand that am latino, and i hope that can to help me thanks you Mensaje citado por Tom Hesp :

Leonardo,

Can you try to be a bit more specific, it is a bit unclear what you are trying to ask, do you want to delete the ticket or don't you?

Cheers, Tom

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Leonardo Amezquita Sent: donderdag 22 januari 2004 16:06 To: otrs@otrs.org Subject: [otrs] Delete ticket

Hi list

I want to erase a ticket already copy the example of the url

http://doc.otrs.org/cvs/en/html/generic-agent-example.html

But not like to erase the ticket

i hope can help me

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thanks tom i have installed otrs 1.1.3-01 that can toupdate it whithout to damage the that i have thanks you Mensaje citado por Tom Hesp :

Leonardo,

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Leonardo Amezquita Sent: donderdag 22 januari 2004 17:20 To: User questions and discussions about OTRS. Subject: RE: [otrs] Delete ticket

hi Tom

yes i want to delete the tichet, and yes i am trying to ask, i hope that understand that am latino, and i hope that can to help me

I do understand.

It all depends on which OTRS version you are using. If you are already using version 1.2 (in Beta I think), then you can use GenericAgent to do it (great stuff this new version!). If you are still using 1.1.3 or older the only way of doing it (as far as I have been able to find out) is to go into the database and delete the tickets yourself from tables 'ticket', 'ticket_history', 'time_accounting', 'article', 'article_attachment' and 'article_plain'(hope I am not missing any) and possibly all mails from your filesystem ($OTRS_HOME/var/article). If you do not want to go through all this hassle you could also create a 'Junk' queue (or whatever you want to name it), only accessible to the admin, and move those tickets in there until you have 1.2 running.

Good luck,

Tom

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Robert, You are absolutely right. I somehow overlooked this one, sorry. Regards, Tom

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Robert Kehl Sent: donderdag 22 januari 2004 19:26 To: User questions and discussions about OTRS. Subject: Re: [otrs] Delete ticket

On Thursday, January 22, 2004 5:52 PM Tom Hesp wrote:

...

It all depends on which OTRS version you are using. If you are already using version 1.2 (in Beta I think), then you can use GenericAgent to do it (great stuff this new version!). If you are still using 1.1.3 or older the only way of doing it (as far as I have been able to find out) is to go into the database and delete the tickets yourself from tables 'ticket', 'ticket_history', 'time_accounting', 'article', 'article_attachment' and 'article_plain'(hope I am not missing any) and possibly all mails from your filesystem ($OTRS_HOME/var/article).

This is not recommended, esp. for the unexperienced user. OTRS 1.1.3 can use the Delete-Feature, too: http://doc.otrs.org/1.1/html/generic-agent-example.html

Regards,

Robert Kehl

-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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On Thursday, January 22, 2004 9:00 PM Leonardo Amezquita wrote:

I copy the section of "delete Tickets" of the page that your me you sent. But can't to know that it works.

i hope that can to help me

Ok, here we go step by step: 1) Create a queue named "delete" (if you haven't done so already). 2) Create and/or edit /opt/otrs/Kernel/Config/GenericAgent.pm to look like this: # -- # Kernel/Config/GenericAgent.pm - config file of generic agent # Copyright (C) 2002-2003 Martin Edenhofer # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- package Kernel::Config::GenericAgent; use strict; use vars qw($VERSION @ISA @EXPORT %Jobs); require Exporter; @ISA = qw(Exporter); @EXPORT = qw(%Jobs); $VERSION = '$Revision: 1.4 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # ---------------------------------------------------------------------- - # config options # ---------------------------------------------------------------------- - %Jobs = ( # -- # [name of job] -> close and delete all tickets in queue delete # -- 'delete' => { # get all tickets with this properties Queue => 'delete', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # which should be changed!) New => { # DELETE! Delete => 1, }, }, ); # ---------------------------------------------------------------------- - # end of config options # ---------------------------------------------------------------------- - 1; 3) Now execute the Generic Agent: /opt/otrs/bin/GenericAgent.pl It will close and delete all new, open and unlocked tickets. 4) Refer to the documentation on how to set up the cron jobs to have the GA being executed at regularly intervals: http://doc.otrs.org/1.1/html/cronjob.html The GA is nothing more than: */20 * * * * $HOME/bin/GenericAgent.pl >> /dev/null It's included in the default cronjobs: http://doc.otrs.org/1.1/html/cronjob-default-cronjobs.html#AEN833 hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

Thanks Robert But now the execute /otrs/Kernel/bin/GenericAgent.pl i see this messages root@estacion bin]# perl GenericAgent.pl syntax error at /opt/otrs/Kernel/Config/GenericAgent.pm line 37, near "New" Compilation failed in require at GenericAgent.pl line 52. BEGIN failed--compilation aborted at GenericAgent.pl line 52. and even i see the tickets i hope not be intense Mensaje citado por Robert Kehl :

On Thursday, January 22, 2004 9:00 PM Leonardo Amezquita wrote:

...

I copy the section of "delete Tickets" of the page that your me you sent. But can't to know that it works.

i hope that can to help me

Ok, here we go step by step:

1) Create a queue named "delete" (if you haven't done so already).

2) Create and/or edit /opt/otrs/Kernel/Config/GenericAgent.pm to look like this:

# -- # Kernel/Config/GenericAgent.pm - config file of generic agent # Copyright (C) 2002-2003 Martin Edenhofer # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # --

package Kernel::Config::GenericAgent;

use strict; use vars qw($VERSION @ISA @EXPORT %Jobs); require Exporter; @ISA = qw(Exporter); @EXPORT = qw(%Jobs);

$VERSION = '$Revision: 1.4 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/;

# ---------------------------------------------------------------------- - # config options # ---------------------------------------------------------------------- - %Jobs = ( # -- # [name of job] -> close and delete all tickets in queue delete # -- 'delete' => { # get all tickets with this properties Queue => 'delete', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # which should be changed!) New => { # DELETE! Delete => 1, }, }, );

# ---------------------------------------------------------------------- - # end of config options # ---------------------------------------------------------------------- - 1;

3) Now execute the Generic Agent:

/opt/otrs/bin/GenericAgent.pl

It will close and delete all new, open and unlocked tickets.

4) Refer to the documentation on how to set up the cron jobs to have the GA being executed at regularly intervals: http://doc.otrs.org/1.1/html/cronjob.html The GA is nothing more than: */20 * * * * $HOME/bin/GenericAgent.pl >> /dev/null It's included in the default cronjobs: http://doc.otrs.org/1.1/html/cronjob-default-cronjobs.html#AEN833

hth,

Robert Kehl

-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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