Where do the Closed Tickets save in OTRS?

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pradeepspa
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Where do the Closed Tickets save in OTRS?

Post by pradeepspa »

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?
RStraub
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Re: Where do the Closed Tickets save in OTRS?

Post by RStraub »

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.
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pradeepspa
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Re: Where do the Closed Tickets save in OTRS?

Post by pradeepspa »

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?

Post by root »

Hi,

Yes the database size will grow. For deleting tickets I recommend using a Generic Agent.

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pradeepspa
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Re: Where do the Closed Tickets save in OTRS?

Post by pradeepspa »

Got it. Thanks.

One more question. May I know what is Ticket-Index means?
RStraub
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Re: Where do the Closed Tickets save in OTRS?

Post by RStraub »

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.
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pradeepspa
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Re: Where do the Closed Tickets save in OTRS?

Post by pradeepspa »

I have working on tuning the performance where I came across this,
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
Here I am not sure what index they refer to. Is is the database index used for faster queries?
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Re: Where do the Closed Tickets save in OTRS?

Post by zzz »

pradeepspa wrote:Here I am not sure what index they refer to. Is is the database index used for faster queries?
Hello,

yes, they refer to the SysConfig "Ticket → Core::Ticket Ticket::IndexModule"

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kanavsingh
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Re: Where do the Closed Tickets save in OTRS?

Post by kanavsingh »

They don't get deleted as such until and unless you archive them or raise a manual delete command.
pradeepspa
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Re: Where do the Closed Tickets save in OTRS?

Post by pradeepspa »

Thanks for the giving me the valuable information.
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