Delete Tickets

Phobert · **Delete Tickets -** 07-02-2006, 04:47 PM

I searched the forums but did not see this anywhere, so please forgive me if its been covered somewhere.

V 3.00.32 Hosted

I have used the delete tickets and I know it works. However, a tech changed his email adress last night (and its not live yet) and Kayako pitched a fit as did our local mail server. Alert system is active for replies from customer. Long story short, it caught in a loop overnight, and the ticket had 130 pages on it this morning. I took the original info from the beginning of the ticket (to paste into a new ticket later) and tried to delete the ticket. I selected the ticket, scrolled to the bottom where options is, selected delete, and hit Go.

Kayako paused (or lurched), and then firefox opened a download window to download the file index.php. When I went back the ticket had not been deleted.

I'm now forced to go in and trash every entry of the ticket I don't want on all 130 pages.

Is there a file size limit to the delete command? I've not heard of that, but its the only thing I can think of. Its not timing out - or at least not giving me a timeout error.

Grant · 08-02-2006, 05:08 AM

What is happening is that PHP is timing out internally because of the PHP.INI setting. It seems that the SQL Server is taking entirely too long to process the request and PHP is giving up on the execution of the page. Normally it should throw an error, but it seems that your installation isn't throwing one. That would be my best guess. Although, I have seen some weird issues with Firefox misunderstand exactly what was supposed to happen so it says DOWNLOAD!

My best guess would be for you to just either manually delete the ticket from the system ( if you need help with that, I can help with that as well ) using the actual SQL command line tool or to submit a ticket for Kayako to have a look. I have only seen something like this once in my installation and I deleted the ticket manually through SQL Command line and that seemed to fix the issue.

If you have any other questions or concerns, feel free to post again and I would be glad to help!

Grant

Phobert · 08-02-2006, 04:14 PM

Thanks Grant -
I've submitted a ticket asking them to delete the ticket.

sureshkumar.mr · 02-09-2006, 08:46 AM

Let me know the SQL command to delete a ticket. It will be helpful for us if you could share the query.

sureshkumar.mr · 04-09-2006, 02:46 PM

There is a work around. Click on Select all, all the tickets will be checked. Uncheck whichever u don't want to delete. Click on options and select Delete from the Drop down list and click on Go button.

This works for me.

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Phobert Offline Member Posts: 32 Join Date: Jul 2005	08-02-2006, 04:14 PM Thanks Grant - I've submitted a ticket asking them to delete the ticket.

sureshkumar.mr Offline Member Posts: 149 Join Date: May 2006	02-09-2006, 08:46 AM Let me know the SQL command to delete a ticket. It will be helpful for us if you could share the query.

sureshkumar.mr Offline Member Posts: 149 Join Date: May 2006	04-09-2006, 02:46 PM There is a work around. Click on Select all, all the tickets will be checked. Uncheck whichever u don't want to delete. Click on options and select Delete from the Drop down list and click on Go button. This works for me.