You will want to use RT’s
shredder tool. This tool has the capability of removing tickets, users, attachments and objects; in your case, I think you want to remove a particular transaction, which falls under
Each transaction in the ticket history looks a bit like this:
# 2018-02-25 15:20:24 barton - Comments added
If you right click on the hash sign
#, and click
Copy link address you can get a link to this comment. The URL will look something like this:
10000 is the ticket number
123456 is the transaction id – this ID is what you’ll need to shred the transaction.
In RT, go to
Admin > Toools > Shredder.
At the bottom of the screen, there’s a drop down menu labeled
Select plugin:. Select
This will bring up a list of ARGUMENTS. One of the arguments in the list is
Transaction:. Enter the transaction ID that you recorded from the URL, and click
You will see a couple of check boxes appear at the bottom of the screen, which allow you to precisely specify what to shred. One will look something like this:
Click that check box, then click the
You should see a message that looks something like this:
SQL dump file is '/opt/rt4/var/data/RT-Shredder/20180225T203933-0001.sql'
objects were successfuly removed
executed plugin successfuly
see object list below
The SQL dump requires that the directory
/opt/rt4/var/data/RT-Shredder/ is writable, if I remember correctly, you’ll get a warning message if it’s not; talk to the system administrator of your RT system if you get such a warning message.
If you need to shred tickets, there’s a
Shredder option in the
Feeds menu in the search results; this is a fast and flexible way to shred multiple tickets.