Can't view 'killed' tickets but they're in the DB

RT Users
1

Hi all,

Someone just noticed that we can’t view dead/killed tickets in our system.

Poking around in the database, I can clearly see thousands of killed
tickets, but when I perform the exact same search in rt, I get zero
results, just as the user noted.

About the only thing I can think of is:

a)a user accidentally deleted a slew of open tickets and I had to do a
manual update. That was quite a while ago and only operated on a
specific subset of data(ie the update was restricted to a specific time
range, last-modified-by, and queue).

b)we purged all tickets marked killed from certain queues a month or two
ago, moving them into a new table until we were positive we wanted them
zapped.

I don’t see how either could be related, but I can’t think of what else
would be causing this problem.

This is version 2.0.15, with a MySQL 3.xx backend. Any suggestions?

Thanks,
Brett

2

Brett Dikeman wrote:

Someone just noticed that we can’t view dead/killed tickets in our system.

Working as designed. Killed tickets are effectively “deleted”,
and should not be returned in any search.
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

3

Phil Homewood wrote:

Brett Dikeman wrote:

Someone just noticed that we can’t view dead/killed tickets in our system.

Working as designed. Killed tickets are effectively “deleted”,
and should not be returned in any search.

Actually- not quite. When tickets are killed, they’re still searchable
if you select “status killed”. The value is there in the popup, and our
users have been using it for months if not years now. Every once in a
while we move any tickets marked killed into a seperate table RT doesn’t
know about, and then purge them completely after a waiting period.

Brett