OTRS 3.0 – Archiving Tickets

Christopher T. Kuhn10. Dec 2010 | Administration

Disclaimer:

The practical examples presented in our technical blog (blog.otrs.com) and now in the expert category in our FAQ blog section serve as a source of ideas and documentation to show what is theoretically possible with OTRS in concrete scenarios or sometimes even for more exotic configurations. All configurations presented here were developed under laboratory conditions as a proof of concept. 

We can only guarantee testing and implementation of these concepts to be error-free and productive if implemented in a workshop with one of our OTRS consultants. Without this, the responsibility lies with the customer himself. Please note that configurations from older OTRS versions may not work in the newer ones.

As OTRS is intended to be an audit proof system, deleting closed tickets is not a good idea. Therefore we implemented in OTRS 3.0 a feature that allows you to archive tickets. Actually this means that tickets that match certain criteria are marked as “archived” and these tickets are not touched if you do a regular ticket search or run a Generic Agent job. The system itself has not to deal with a huge amount of tickets any longer as only the “latest” tickets are taken into consideration when using OTRS.

To use the archive feature simply follow these steps:

  1. Activate the archive system in SysConfig
    In the Admin panel of OTRS go to SysConfig and select the group “Ticket”. In Core::Ticket you find the option Ticket::ArchiveSystem which is set to “no” per default. Change this setting to “yes” and save this change.
  2. Define a GenericAgent job
    In the Admin panel select GenericAgent and add a new job there.

    1. Job Settings
      Provide a name for the archiving job and select proper options to schedule this job.
    2. Ticket Filter
      The ticket filter is basically a ticket search that is looking for tickets that match the selected criteria. It might be a good idea to only archive tickets in a close state that have been closed a few month before.
    3. Ticket Action
      In the section Ticket Action you will find an action called “Archive selected tickets” and chose “archive tickets”.
    4. Save the job
      At the end of the page you will find an option to save the job.
    5. Affected tickets
      The system will display all tickets which will be archived when executing the Generic Agent job
  3. Ticket Search
    When you search for tickets, the system default is only searching tickets which are not archived. If you want to search through archived tickets also, simply add “archive search” while defining search criteria.

((enjoy))

#2
rsvargas at 23.02.2016, 18:09

For some reason the job only affects 2k tickets each time, so setting "Archived: no" was a must in the ticket filter.

#1
Lars Jørgensen at 22.09.2015, 07:56

To save some CPU cycles each time this job runs, set "Archived: no" in the ticket filter in step B.

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