Unable to restore Archived Ticket

[Giulio Soleni]

Hi,
I'm testing the archive ticket feature on OTRS 3.0.5 but I'm not able to search for archived tichet once they are archived, and I am not able to restore them from archive.
These the steps I followed:
1. Enable the archive feature (once for all) on SysConfig by setting Ticket::ArchiveSystem to Yes

2. defined the GenericAgent job "Archive closed ticket"
- Job Name: Archive closed tickets
- Ticket filter - State: closed succesfull + closed unsuccesfull (both are highlited on the job definition window)
- Ticket filter - Archive search option: Search in all tickets
- Ticket action - Archive selected tickets: archive tickets
as soon as I save my job I see 4 impacted tickets ... I press Run job and I assume they are archived.

3. searching for the ticket I filter:
State: closed succesfull + closed unsuccesfull
Archive Search

... No results (1st issue)
Indeed the tickets have been archived since I cannot find any closed ticket in my views

4. Trying to restore them I apply the restore job:
- Job Name: Restore closed archived tickets
- Ticket filter - State: closed succesfull + closed unsuccesfull (both are highlited on the job definition window)
- Ticket filter - Archive search option: Search in archived tickets only
- Ticket action - Archive selected tickets: restore tickets from archive
as soon as I save my job I see 4 impacted tickets ... I press Run job and I assume they are restored... but

5. searching for the ticket I filter:
State: closed succesfull + closed unsuccesfull

... No results

6. searching for the ticket I filter:
State: closed succesfull + closed unsuccesfull
Archive Search

... No results again...

May you please help me troubleshooting this issue?
thank you in advance
Giulio

[jojo]

please delete your cache and try step 5 again

[Giulio Soleni]

please delete your cache and try step 5 again

Thank you jojo, but even after a /opt/otrs/bin/otrs.DeleteCache.pl situation did not change

... have to say that my search was not correctly set, due to a misunderstanding in the field selection.
Now I am able to correctly search into archived and active tickets since my step 3 has become:
3. searching for the ticket I filter:
State: closed succesfull + closed unsuccesfull
Archive Search option: Search in archived tickets only

(before I simply did not checked any option for the field Archive Search...)

I performed some check directly on the db:

SELECT archive_flag,ticket_state_id,tn FROM ticket where ticket_state_id in (2,3)

1 2 201101251000[...]
1 2 201101251000[...]
1 2 201101251000[...]
1 2 201101251000[...]

So, I can still see that the archive flag is set for all my closed (state = 2) tickets even after I run the restore job...

[jojo]

ok, perhaps you could just open a bug...

[Giulio Soleni]

ok ... I have requested a bugzilla account right now...

In the meanwhile I would like to check in the perl module for the GenericAgent.pm where it allows for the restore of the archived tickets.

I was able to find this in /opt/otrs/Kernel/System/GenericAgent.pm

Code: Select all

    # set new archive flag
    if (
        $Param{Config}->{New}->{ArchiveFlag}
        && $Self->{ConfigObject}->Get('Ticket::ArchiveSystem')
        )
    {
        if ( $Self->{NoticeSTDOUT} ) {
            print
                "  - set archive flag of Ticket $Ticket to '$Param{Config}->{New}->{ArchiveFlag}'\n";
        }
        $Self->{TicketObject}->TicketArchiveFlagSet(
            TicketID    => $Param{TicketID},
            UserID      => $Param{UserID},
            ArchiveFlag => $Param{Config}->{New}->{ArchiveFlag},
        );
    }

But I cannot find a corresponding piece of code for the restore ... maybe this is actually the bug