Archive feature...

[mdallagi]

Hi all,

ok the 3 version has the Archive feature:

Archive Feature
• OTRS 3.0 now offers a new archiving feature. With a separated archive you’ll benefit from a reduced
time spent for searches and increased display of results.

Does anyone know how it works?
I found very poor documentation on this topic.

Thanks

[jojo]

You have to switch it on via SysConfig.

To archive tickets you need to create a generic agent

[Mothra]

I think the admin documentation should provide a little more information on this.

For example, it doesn't make it clear that when a customer sends a follow-up to an archived ticket, the ticket remains archived and its state does not change (i.e. from closed successful to open), even though the follow-up is added as an article. Therefore, once you archive tickets, any follow-ups from customers are effectively invisible.

[jojo]

A follow up will unarchive the ticket

[Mothra]

A follow up will unarchive the ticket

I wish it would, but I have tested this just now in v 3.0.4 and it does not work. The follow-up is appended to the ticket, but it remains in state "closed successful" and archived; and therefore hidden from the Support Agents.

[jojo]

Please have a look on Ticket::EventModulePost###100-ArchiveRestore if it is activated and keep in mind that it will only work on a state update (it seems that there was no state update in your case)

[Mothra]

Please have a look on Ticket::EventModulePost###100-ArchiveRestore if it is activated and keep in mind that it will only work on a state update (it seems that there was no state update in your case)

Hmm... I just went to look at the ticket just now and it is unarchived, and the state was changed back to open. I'm not sure why I got different results when running a ticket search immediately after running the Generic Agent task - probably a mistake on my part.

Thanks for your help though