[SOLVED] Ticket Deleted After a Merge?

[interploy]

Hello,

A user reported that a ticket was no longer displaying in OTRS. Here is what I found:

1. The provided ticket number was not in the ticket table.
2. The user said other tickets had been merged into it. I reviewed the ticket_history table and found entries for four other tickets had been merged into the missing ticket.
3. However, the missing ticket itself was not in the history_table. The only references are from the other tickets indicating the merge. If users got to those tickets now, there is only the mention that it was merged into the missing ticket.
4. The user mentioned that at least two other people had touched the ticket. Naturally no one knows what happened.

My guess is that the ticket was accidentally moved into the trash queue and deleted. But, if that is the case, shouldn't the history table reflect that? Or, if a ticket is deleted, is it completely erased from the database, history and all?

Is it possible there was a glitch during one of the merges and it destroyed the ticket?

Any insight would be appreciated. I'll be happy to provide what details that I can.

Thanks,
-interploy

[jojo]

if a ticket is deleted everthing (history, attachments etc) will be deleted

[interploy]

Okay, I will let the users know. Thank you for clarifying!

[crythias]

It is not likely that a ticket will be deleted without Generic Agent being used.

[interploy]

It is not likely that a ticket will be deleted without Generic Agent being used.

Sorry, I should have mentioned it before. We are using Generic Agensts on the junk queues to clear them out regularly.