Where do the Closed Tickets save in OTRS?
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- Znuny newbie
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Where do the Closed Tickets save in OTRS?
Folks,
I am trying to understand the logic behind displaying closed tickets. When I close the ticket and search the ticket with number I can see its getting displayed showing it as closed state. I like this functionality but would like to know where do those tickets save? Because when I close it it will disappear from the web interface and I suppose it getting saved in database? If that's the case, then how long the closed tickets will be saved?
I am trying to understand the logic behind displaying closed tickets. When I close the ticket and search the ticket with number I can see its getting displayed showing it as closed state. I like this functionality but would like to know where do those tickets save? Because when I close it it will disappear from the web interface and I suppose it getting saved in database? If that's the case, then how long the closed tickets will be saved?
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- Znuny guru
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Re: Where do the Closed Tickets save in OTRS?
Forever. They never vanish unless you delete or archive them.
That they "disappear" from the webfrontend is a simple filter that only lists open tickets so that the overviews won't get too cluttered.
That they "disappear" from the webfrontend is a simple filter that only lists open tickets so that the overviews won't get too cluttered.
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
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- Znuny newbie
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Re: Where do the Closed Tickets save in OTRS?
Thanks for your response. So having the closed tickets forever will increase the database size gradually? If you say unless I archive or delete, I can delete it though database?
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Re: Where do the Closed Tickets save in OTRS?
Hi,
Yes the database size will grow. For deleting tickets I recommend using a Generic Agent.
- Roy
Yes the database size will grow. For deleting tickets I recommend using a Generic Agent.
- Roy
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Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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- Znuny newbie
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Re: Where do the Closed Tickets save in OTRS?
Got it. Thanks.
One more question. May I know what is Ticket-Index means?
One more question. May I know what is Ticket-Index means?
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- Znuny guru
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Re: Where do the Closed Tickets save in OTRS?
In what context? I would assume it's the index of the DB for faster lookup of ticket numbers/ids. You might wanna lookup b-trees for more information.
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
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- Znuny newbie
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Re: Where do the Closed Tickets save in OTRS?
I have working on tuning the performance where I came across this,
Here I am not sure what index they refer to. Is is the database index used for faster queries?Kernel::System::Ticket::IndexAccelerator::StaticDB
The most powerful module, should be used when you have above 80,000 open tickets. It uses an extra ticket_index table, which will be populated with keywords based on ticket data. Use bin/otrs.Console.pl Maint::Ticket::QueueIndexRebuild for generating an initial index after switching backends.
You can change the used IndexAccelerator module via SysConf
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Re: Where do the Closed Tickets save in OTRS?
Hello,pradeepspa wrote:Here I am not sure what index they refer to. Is is the database index used for faster queries?
yes, they refer to the SysConfig "Ticket → Core::Ticket Ticket::IndexModule"
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Re: Where do the Closed Tickets save in OTRS?
They don't get deleted as such until and unless you archive them or raise a manual delete command.
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- Znuny newbie
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Re: Where do the Closed Tickets save in OTRS?
Thanks for the giving me the valuable information.