[rt-users] RIP tickets

Ruslan Zakirov ruz at bestpractical.com
Tue Jul 29 16:53:19 EDT 2008

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On Mon, May 26, 2008 at 9:09 PM, Dominic Lepiane
<Dominic.Lepiane at ptgrey.com> wrote:
> We don't want to remove the data from old tickets, so I don't think RTx::Shredder will work in our case.
> We could try moving old tickets to an archive queue that doesn't email out and preferrably doesn't allow closed tickets to be opened.  How can we go about doing this?
> Thanks in advance,
> Dominic Lepiane
>> -----Original Message-----
>> From: gordon at cryologic.com [mailto:gordon at cryologic.com]
>> Sent: Sunday, May 25, 2008 5:14 PM
>> To: RT Users
>> Cc: Dominic Lepiane
>> Subject: Re: [rt-users] RIP tickets
>> How about moving all tickets of a certain age to a separate
>> (archive) queue which has reply to requestor scrips disabled.
>> Gordon
>> Dominic Lepiane wrote:
>> > Hi,
>> >
>> > We've been using RT for many years now and an issue has
>> recently come to my attention regarding old tickets being
>> re-opened.  Specifically, when dealing with RMAs, we have
>> both an RT ticket number and an separate tracking number for
>> another system.  As it turns out, the RT ticket numbers are
>> all 5 digits these days (going on 6) and the other number is
>> 4 digits.  What happened was that by human error, the numbers
>> can be mixed up whereby an arbitrary and very old RT ticket
>> gets reopened when someone tries to update the RMA ticket.
>> Which is not a problem per se, support staff just close the
>> ticket again, however, RT then emails out this customer from
>> 5 years ago.
>> >
>> > So we were wondering if we can somehow catch emails
>> referring to very old closed tickets and do something else
>> with them.  Either email them to someone in particular, open
>> up a new ticket, drop them altogether or possibly find the
>> correct ticket based on the custom field which contains the
>> 4-digit ticket number from the other system.
>> >
>> > Can we do this and what are we looking at doing to do this?
>> >
>> > If nothing else, I would like to intercept all messages to
>> tickets < 10000 and redirect those emails to a separate
>> mailbox which I can probably do in procmail (if my fu is strong).
>> >
>> > Thanks in advance
>> >
>> > Dominic Lepiane
>> > Network Administrator
>> > Point Grey Research
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Best regards, Ruslan.

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