Question about ticket gone CRAZY

RT Users
1

I have a ticket that received 2500 replies on accident that I can no
longer manage. Apparently one of my admins had his personal email
forwarding to his home email which went offline. I am not sure how it
got into a loop, but it created the monster trail of history that makes
it unloadable. Is there any way to remove this history and gracefully
close the ticket? Ideally I could keep the ticket itself, instead of
deleting it from the database, but if that is what it takes :slight_smile:

Any help is greatly appreciated!

-Jay

Jay Vlavianos
Production Operations
415.277.3515
jay@ecastinc.com

I’ve just decided to switch our Friday schedule to Monday, which means
that the test we take each Friday, on what we learned during the week,
will now take place on Monday, before we’ve learned it. But, since today
is Tuesday, it doesn’t matter in the slightest.Mr. Turkentine

2

I have a ticket that received 2500 replies on accident that I can no
longer manage. Apparently one of my admins had his personal email
forwarding to his home email which went offline. I am not sure how it got
into a loop, but it created the monster trail of history that makes it
unloadable. Is there any way to remove this history and gracefully close
the ticket? Ideally I could keep the ticket itself, instead of deleting it
from the database, but if that is what it takes J

Any help is greatly appreciated!

-Jay

The RT API allows you to delete transactions - so you could write a perl
script to do that and get the ticket into a state that you can load it in
the web interface.

Given a transaction object $Transaction, the deletion is simply:

$Transaction->Delete();

Good luck -
Steve

Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)

3

This has happened a couple times for us. The following works well to
delete an entire range of tickets. Note this is for PgSQL, other DB may
require different syntax.

delete from attachments where transactionid IN (
select tx.id from transactions tx, tickets t
where tx.objecttype=‘RT::Ticket’ AND tx.objectid=t.id AND
t.effectiveid= AND
tx.id >= AND
tx.id <=
);

delete from transactions where id IN ( );

You the first time you run them you might want to replace the delete
with select *, just to make sure you are deleting what you want to delete.

Joby Walker
C&C SSG, University of Washington

Jay Vlavianos wrote:

4

Thanks, this really well. After I deleted the attachments I was able to
load the ticket.

-Jay

Jay Vlavianos
Production Operations
415.277.3515
jay@ecastinc.com

Where is fancy bred, in the heart or in the head?
Willy Wonka (Org: Merchant of Venice, Act III, Scene 2)From: Joby Walker [mailto:joby@u.washington.edu]
Sent: Friday, November 03, 2006 4:45 PM
To: Jay Vlavianos
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Question about ticket gone CRAZY

This has happened a couple times for us. The following works well to
delete an entire range of tickets. Note this is for PgSQL, other DB may

require different syntax.

delete from attachments where transactionid IN (
select tx.id from transactions tx, tickets t
where tx.objecttype=‘RT::Ticket’ AND tx.objectid=t.id AND
t.effectiveid= AND
tx.id >= AND
tx.id <=
);

delete from transactions where id IN ( );

You the first time you run them you might want to replace the delete
with select *, just to make sure you are deleting what you want to
delete.

Joby Walker
C&C SSG, University of Washington

Jay Vlavianos wrote:

I have a ticket that received 2500 replies on accident that I can no
longer manage. Apparently one of my admins had his personal email
forwarding to his home email which went offline. I am not sure how it

got into a loop, but it created the monster trail of history that
makes
it unloadable. Is there any way to remove this history and
gracefully
close the ticket? Ideally I could keep the ticket itself, instead of
deleting it from the database, but if that is what it takes J

Any help is greatly appreciated!

-Jay

Jay Vlavianos

Production Operations

415.277.3515

jay@ecastinc.com mailto:jay@ecastinc.com

I’ve just decided to switch our Friday schedule to Monday, which means

that the test we take each Friday, on what we learned during the week,

will now take place on Monday, before we’ve learned it. But, since
today
is Tuesday, it doesn’t matter in the slightest.Mr. Turkentine

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