Delete huge ticket in db

[Skeptical]

I was hit by a never-ending email loop, which caused a ticket to have 1200 pages...

Now I can't delete it from Kayako. It keeps giving me a blank page. Do I have to delete it from the database? How do I do that? I don't know if there are linked tables or what not.

[supportskins]

You first need to stop the loop by disabling email piping. Once disabled, you can delete that ticket from the database itself. Contact Kayako Support to get the details for the MySQL query which you need to run to delete that ticket.

[John Haugeland]

The blank page very likely means that the script is timing out or running out of memory; you can sort out which from your PHP logs. However, SupportSkins is correct - contacting our support staff is a good way to get this cleared up.

Incidentally, this probably also means you have a very old copy of SupportSuite; the new loop cutter as introduced in (I forget, I think 3.30.something) should have stopped this from happening. I'd strongly advise an upgrade.