Fun with OTRS: Generic Agent
We use OTRS in a professional capacity, and over time, the database of tickets has gotten rather unruly. To reduce this, we'd have to a) corral "junk" tickets better, and b) remove them from the database more permanently. Both can be achieved with the "Generic Agent" in OTRS. As a test, I was hunting for bounce-back notices that were older than 30 days so they could be moved to a spam queue and safely deleted there. To delete tickets permanently, the solution was easily found; under "Execute Ticket Commands" in the Generic Agent, "Delete Tickets" can be enabled, which will drop all affected tickets from the database. For safety's sake, I configured a Generic Agent that only targeted tickets in the spam queue older than 30 days. Targeting the correct tickets was a little harder, and searching on google yielded no swift results as apparently I was the only person who would dare try to do such a thing. I could find...