Un deleting tickets

RT Users
1

Hello all,

I had set the status to deleted for thousands of records in a particular
queue. I have now found out that we still need them. So I went into the
tickets table and updated the records that were set to deleted and put them
to new. I also changed the date of a tickets and set it to an earlier date.

Is this all that I needed to do or what does the system actually do when a
record is set to deleted.

2

Hello all,

I had set the status to deleted for thousands of records in a particular
queue. I have now found out that we still need them. So I went into the
tickets table and updated the records that were set to deleted and put them
to new. I also changed the date of a tickets and set it to an earlier date.

Is this all that I needed to do or what does the system actually do when a
record is set to deleted.

Yes, that is all that happens unless you have scrips that trigger based on
the deleted status.

Cheers,
Ken

3

Hello all,

I had set the status to deleted for thousands of records in a particular
queue. I have now found out that we still need them. So I went into the
tickets table and updated the records that were set to deleted and put them
to new. I also changed the date of a tickets and set it to an earlier date.

Is this all that I needed to do or what does the system actually do when a
record is set to deleted.

RT also records Status change in Transactions table. You may want to
delete those records.

Best regards, Ruslan.

4

Would this be possible??

Do an advanced search for status=‘deleted’, and the date it was deleted on,
and do a bulk update on all those tickets to make them another status?

Just a thought, but I always tend to favor doing large updates through the
tools provided… I just don’t know if what I mentioned above is possible…

Mike.On Thu, Apr 26, 2012 at 12:44 PM, Chris Preston < chris@thetrafalgartravel.com> wrote:

Hello all,****

I had set the status to deleted for thousands of records in a particular
queue. I have now found out that we still need them. So I went into the
tickets table and updated the records that were set to deleted and put them
to new. I also changed the date of a tickets and set it to an earlier date.

Is this all that I needed to do or what does the system actually do when a
record is set to deleted.****

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

5

Would this be possible??

Do an advanced search for status=‘deleted’, and the date it was deleted on,
and do a bulk update on all those tickets to make them another status?

Just a thought, but I always tend to favor doing large updates through the
tools provided… I just don’t know if what I mentioned above is possible…

With a script yes, but not in the UI. RT UI does filter out deleted
tickets even if you ask for them on purpose. There is a trick
available to do it from a custom code.

Mike.

Hello all,

I had set the status to deleted for thousands of records in a particular
queue. I have now found out that we still need them. So I went into the
tickets table and updated the records that were set to deleted and put them
to new. I also changed the date of a tickets and set it to an earlier date.

Is this all that I needed to do or what does the system actually do when a
record is set to deleted.

–
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

Best regards, Ruslan.

6

You spoke of transaction tables, what would be the name of the table. Why
would I delete it if I want to keep the transaction, do you mean to change
the status in that table also back to new or actually delete the
transactionsFrom: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Monday, April 30, 2012 9:07 AM
To: Chris Preston
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Un deleting tickets

Hello all,

I had set the status to deleted for thousands of records in a particular
queue. I have now found out that we still need them. So I went into the
tickets table and updated the records that were set to deleted and put
them
to new. I also changed the date of a tickets and set it to an earlier
date.

Is this all that I needed to do or what does the system actually do when a
record is set to deleted.

RT also records Status change in Transactions table. You may want to
delete those records.

Best regards, Ruslan.
No virus found in this message.
Checked by AVG - www.avg.com
Version: 2012.0.1913 / Virus Database: 2411/4969 - Release Date: 04/30/12

7

Chris,

You probably should have searched for “status=deleted” and find the ticket
you wanted to bring back those (bulk update for example).
With the actual DB change underneath, I’m not sure if this would actually
workŠ

Jok
| Joachim Thuau | IT Systems Engineer - Linux / SpaceX |
| Cell: 310-890-7937 | Office: 310-363-6153 |On 5/16/12 1:34 PM, “Chris Preston” chris@thetrafalgartravel.com wrote:

You spoke of transaction tables, what would be the name of the table. Why
would I delete it if I want to keep the transaction, do you mean to change
the status in that table also back to new or actually delete the
transactions

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Monday, April 30, 2012 9:07 AM
To: Chris Preston
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Un deleting tickets

On Thu, Apr 26, 2012 at 20:44, Chris Preston chris@thetrafalgartravel.com wrote:

Hello all,

I had set the status to deleted for thousands of records in a particular
queue. I have now found out that we still need them. So I went into
the
tickets table and updated the records that were set to deleted and put
them
to new. I also changed the date of a tickets and set it to an earlier
date.

Is this all that I needed to do or what does the system actually do
when a
record is set to deleted.

RT also records Status change in Transactions table. You may want to
delete those records.

–
Best regards, Ruslan.

No virus found in this message.
Checked by AVG - www.avg.com
Version: 2012.0.1913 / Virus Database: 2411/4969 - Release Date: 04/30/12

8

You spoke of transaction tables, what would be the name of the table. Why
would I delete it if I want to keep the transaction, do you mean to change
the status in that table also back to new or actually delete the
transactions

The table is called “Transactions”. You don’t delete the table. Take a
look at the table and
probably you’ll get what I ment.

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Monday, April 30, 2012 9:07 AM
To: Chris Preston
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Un deleting tickets

Hello all,

I had set the status to deleted for thousands of records in a particular
queue. I have now found out that we still need them. So I went into the
tickets table and updated the records that were set to deleted and put
them
to new. I also changed the date of a tickets and set it to an earlier
date.

Is this all that I needed to do or what does the system actually do when a
record is set to deleted.

RT also records Status change in Transactions table. You may want to
delete those records.

–
Best regards, Ruslan.

No virus found in this message.
Checked by AVG - www.avg.com
Version: 2012.0.1913 / Virus Database: 2411/4969 - Release Date: 04/30/12

Best regards, Ruslan.