Use rt-crontool utility. Look for help about its actions in archives and on the wiki.
On Mon, May 26, 2008 at 9:09 PM, Dominic Lepiane <[EMAIL PROTECTED]> wrote: > We don't want to remove the data from old tickets, so I don't think > RTx::Shredder will work in our case. > > We could try moving old tickets to an archive queue that doesn't email out > and preferrably doesn't allow closed tickets to be opened. How can we go > about doing this? > > Thanks in advance, > > Dominic Lepiane > > >> -----Original Message----- >> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] >> Sent: Sunday, May 25, 2008 5:14 PM >> To: RT Users >> Cc: Dominic Lepiane >> Subject: Re: [rt-users] RIP tickets >> >> How about moving all tickets of a certain age to a separate >> (archive) queue which has reply to requestor scrips disabled. >> >> Gordon >> >> >> Dominic Lepiane wrote: >> > Hi, >> > >> > We've been using RT for many years now and an issue has >> recently come to my attention regarding old tickets being >> re-opened. Specifically, when dealing with RMAs, we have >> both an RT ticket number and an separate tracking number for >> another system. As it turns out, the RT ticket numbers are >> all 5 digits these days (going on 6) and the other number is >> 4 digits. What happened was that by human error, the numbers >> can be mixed up whereby an arbitrary and very old RT ticket >> gets reopened when someone tries to update the RMA ticket. >> Which is not a problem per se, support staff just close the >> ticket again, however, RT then emails out this customer from >> 5 years ago. >> > >> > So we were wondering if we can somehow catch emails >> referring to very old closed tickets and do something else >> with them. Either email them to someone in particular, open >> up a new ticket, drop them altogether or possibly find the >> correct ticket based on the custom field which contains the >> 4-digit ticket number from the other system. >> > >> > Can we do this and what are we looking at doing to do this? >> > >> > If nothing else, I would like to intercept all messages to >> tickets < 10000 and redirect those emails to a separate >> mailbox which I can probably do in procmail (if my fu is strong). >> > >> > Thanks in advance >> > >> > Dominic Lepiane >> > Network Administrator >> > Point Grey Research >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com