[SOLVED] Erase a ticket / erase an attachment

[HervE]

Hello,

Is there a way to erase (physically) a ticket from OTRS?

Is there a way to erase (physically) an attachment from a ticket in OTRS (considering attached files usually take many Mb)?

Regards,
HervE

[Mothra]

Is there a way to erase (physically) a ticket from OTRS?

Yes, you can do this via GenericAgent.

Is there a way to erase (physically) an attachment from a ticket in OTRS (considering attached files usually take many Mb)?

I've tried this before and it's a tricky business. In the database, attachments are related to tickets via the article table to the article_attachment table. Off the top of my head, I can't remember if there are more relationships to take into consideration, but it involves an awful lot of unpicking, and you may end up killing the relational integrity of your database.

You can easily switch attachment storage from the database to the filesystem (see the admin manual for details). Once the articles are on the filesystem, you can more easily allocate additional storage space to accommodate them.

[HervE]

Thank you for your answer.

Is there a way to erase (physically) a ticket from OTRS?

Yes, you can do this via GenericAgent.

How?
Sorry but I am new, and I don't know about "GenericAgent".

HervE

[jojo]

Please read Admin manual first: http://doc.otrs.org/2.4/en/html/x1471.html

[HervE]

Thank you.
I suceeded.

Hervé

[melksog]

Thank you.
I suceeded.

Hervé

Hi, could you help me, i really can't erase it, how could I set the generic agent?

Thanks

[HervE]

Hi,

Go to ADMIN menu, then GenericAgent (in System Administration section).

Add Job, then make the appropriate Ticket Filter.
Then under Ticket Commands, set Delete Tickets to Yes. (Be careful to what you are doing!)

Regards,
HervE

[melksog]

Thanks, I success.

Regards