Deleting comments and replies from ticket

Hi there,
in the searchable mailing list http://www.gossamer-threads.com/lists I
could see, that deleting text from a ticket history has been an issue
before. But maybe something changed within the past 2 years, so I’m
going to ask here again. Is there a (handy) way do delete a single
comment or reply from the ticket history? I know, it’s not in the
concept of tickets to delete anything. But if you have sensitive
information or just a looong text that had been added by mistake it’s
really annoying to have it “in the way” for the whole ticket lifetime.

So apart from connecting to the database directly (which is dangerous
anyway) does anybody know a suitable workaround?

best regards,
Bernd

Hi,
I found it myself. It’s in the book (RT Essentials) on page 71-72.
For those who don’t have the book but have the same problem:

move you mousepointer in the ticket history on the hash-sign in the
transaction you want to delete from the ticket. In the URL you’ll find
the transaction number (txn=…) Let’s say, your number is 3577.
Then execute the following (as the user having access to your RT)

perl -I/usr/local/lib/rt3 -MRT -e 'RT::LoadConfig(); RT::Init(); my $t
= RT::Transaction->new($RT::SystemUser); $t->Load(3577); print $t-

Delete;’

The path /usr/local/lib/rt3 (on my FreeBSD box) might differ on your
system (it WILL differ if you’re using Linux, maybe /opt/rt3/lib).On 10 Oct 2008, at 09:50, Bernd Kuhlen -WetterOnline- wrote:

Hi there,
in the searchable mailing list http://www.gossamer-threads.com/lists
I could see, that deleting text from a ticket history has been an
issue before. But maybe something changed within the past 2 years,
so I’m going to ask here again. Is there a (handy) way do delete a
single comment or reply from the ticket history? I know, it’s not in
the concept of tickets to delete anything. But if you have sensitive
information or just a looong text that had been added by mistake
it’s really annoying to have it “in the way” for the whole ticket
lifetime.

So apart from connecting to the database directly (which is
dangerous anyway) does anybody know a suitable workaround?

best regards,
Bernd