General questions

[theodore]

Hi

I'm new to OTRS and I have some basic questions, I use the OTRS 2.4 for windows

I would like to know how to permanent delete tickets in order to prevent the database growing large, if yes can you please give detailed information on how to do that?

Is there a way to create custom views, eg I would like to create a queue view that will show all the tickets in that queue oppen and closed, if there is not is there a way to do something similar?

Thank you for your time

[crythias]

You can schedule generic agents to delete tickets, but history of tickets is generally a good idea, unless every history is full of multi-MB attachments. (And even if that, you might want to consider not storing the attachments in the database, but rather in the FileSystem).

I have a feeling that unless you do the purging you want, viewing all closed tickets on the dashboard or ticket view will not be appealing, though you can always search for your tickets through the search engine. I created without programming a saved search of "closed in the last few days" for this purpose.

[theodore]

Hi,

Can you please instruct me on how to scedule the generic agent delete the tickets of the queue junk (in there we will drop the spam as we will only work with emails and not the customer portal) I could not find any information on the manual

and another question...

How can I set a user to always view tickets that are in a queue? now when a ticket is answered the queue will disapear from showing from the queue view

regards
Theo

[crythias]

The Admin, Generic Agent is reasonably self documented

Admin
Generic Agent
type a name
Click Add
Select how often you want it to run
choose additional criteria (tickets created > 7 days ago?)
Select a queue
delete tickets Yes
save.

Users/Agents that have a queue selected under "My Queues" will get to see items under their queues until the item is closed. If they have search permissions, they can search for tickets that have been closed.

If you must show all (closed, open) tickets on the dashboard, you might take a look at

Config Options: Ticket -> Frontend::Agent::Dashboard

DashboardBackend###0130-TicketOpen:

and remove the Attributes: StateType=open;

[theodore]

Hi,

Thanks for the help

The generic agent worked fine.

However the queue view does not work...

In "my queues" i can't see locked tickets and closed tickets. Also the queue is disappearing (from the queue view) after we lock the ticket
If I go to search and search the queue then I can find the tickets.

I have deleted the
Attributes: StateType=open;
From
DashboardBackend###0130-TicketOpen

Any idea?