Maximilian Maher schrieb:

i just remove spam, no normal tickets.

Is there a log of which tickets get deleted and why? A ticket vanished from the release process project. I got a mail at 6:41 about an update in the ticket. At 9:41 someone complained that the ticket is gone (#17996). cu Ludwig -- (o_ Ludwig Nussel //\ V_/_ http://www.suse.com/ SUSE Linux GmbH, GF: Felix Imendörffer, Jane Smithard, Graham Norton, HRB 21284 (AG Nürnberg) -- To unsubscribe, e-mail: heroes+unsubscribe@opensuse.org To contact the owner, e-mail: heroes+owner@opensuse.org

Deleted is deleted in redmine, there is no way to get it back. Also there is no logging in /var/log/redmine that shows off ticket handeling. What is more important, does someone know which person from intel made the request? On 06/27/2017 11:57 AM, Sarah-Julia Kriesch wrote:

Most ticket systems have got something like that in their logs. I would be surprised, if Redmine doesn't have it.

Best regards, Sarah

Gesendet: Dienstag, 27. Juni 2017 um 11:40 Uhr Von: "Ludwig Nussel" <ludwig.nussel@suse.de> An: heroes@opensuse.org Betreff: Re: [heroes] tickets disappeared? Maximilian Maher schrieb:

...

i just remove spam, no normal tickets. Is there a log of which tickets get deleted and why? A ticket vanished from the release process project. I got a mail at 6:41 about an update in the ticket. At 9:41 someone complained that the ticket is gone (#17996).

cu Ludwig

-- (o_ Ludwig Nussel //\ V_/_ http://www.suse.com/ SUSE Linux GmbH, GF: Felix Imendörffer, Jane Smithard, Graham Norton, HRB 21284 (AG Nürnberg) -- To unsubscribe, e-mail: heroes+unsubscribe@opensuse.org To contact the owner, e-mail: heroes+owner@opensuse.org

-- Maximilian Maher <mmaher@suse.de>, Cisco Certified Network Associate (CCNA / CCNAX 2.0) Network Engineer SUSE Linux GmbH, GF: Felix Imendörffer, Jane Smithard, Jennifer Guild, Dilip Upmanyu, Graham Norton, HRB 21284 (AG Nürnberg) -- To unsubscribe, e-mail: heroes+unsubscribe@opensuse.org To contact the owner, e-mail: heroes+owner@opensuse.org

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi all, Am 27.06.2017 um 21:46 schrieb Ludwig Nussel:

Can we get deletions logged please? I rely on progress.o.o for project management of Leap. I cannot afford losing tickets, that may result in some important tasks not getting done!

tl;dr; Nope, we can't, it's just not supported in redmine - a bit disappointing - but yeah. See: http://www.redmine.org/issues/1380 longer version: As redmine is not officially supporting any "trash bin", "undelete" or even "deleted tickets changelog" function - it might be possible to make it "enterprise ready" by adding a new queue called "SPAM" or "Deleted" - in which tickets which should get deleted get "Moved" instead of "Deleting" them in the system. That makes handling of spam a bit more annoying - but it avoids situations like we have now. In the end we can (maybe automatically) delete the queue SPAM at each end of week or end of month. - To fulfill requests / situations like now - where two tickets got lost. I know - there are different opinions on the table going from: - "If a customer wants some opensuse-related stuff - he files the ticket again." to - "Non-logging of deleted tickets is questioning the tool Redmine at all." so I wanted to provide a pragmatic solution to fulfill most of the needs we have (on admin and customer side). In fact - if somebody files a ticket via progress.o.o webpage (not via mail) and has to do this again and write all information he/she maybe gathered in the ticket - that sounds as well annoying to me - from customer perspective. If request were sent via mail - no problem - it's just a resent from the customers' mail client :). Best regards, - -- Thorsten Bro <Thorsten.Bro@suse.com> - - Operations & Services (OPS), SUSE IT - SUSE Linux GmbH, GF: Felix Imendörffer, Jane Smithard, Graham Norton, HRB 21284 (AG Nürnberg) Maxfeldstraße 5 90409 Nürnberg Germany -----BEGIN PGP SIGNATURE----- Version: GnuPG v2 iQIcBAEBAgAGBQJZU2JrAAoJEIskBI+uGoaWagIP/0rLrKVvl9jY3xgpempQPDT2 jV0/OuU/KJUqVGTcX5QCjmAix9amuW2bUXbOz1LKJ5rOV2tU3GGWIoFJiOnhMrq+ WjuoZk76VnlgvN0IY6L6ltsA3EVoyWIJONT5tbuKsaUnyRdbqBL6c6pHWrrMz2Mw d8em9aRs4iyDMQ9CYJ1vhwOGWaMy6oXZmShS/g23DwLCIZs2yEIT543ZLrStZk/2 tyGGxC0xoGg1H06MRop5hBQ+vg51pw6A54OFMKqwFn11wDQ9aFKZD9yJEpANaJLQ 0C7ud8v7g4FddIJWxoxN0j1ukSEpj76CNZSWK9Oi0KGkIBLLodrVd1KxpNzx3te1 nSVRFPxPPloGatRtDWLkzy0BdvXp77Vi5SQ/f/uFwp0YP8ncxMYJ2LfXxMCZhf4L u1EeT/YJKP99RZVVi9DyKIb/qLysfOZhGO7JZkTKIyb/SNYTrUJj0yJtnefVfBc5 jTmQVKIHBY1gefcimBaq2qWLwvycEs8PaouF2aj/qAa3KdqNsxhXnZ82ScC9/o9g IG5V4JrcWiIr+MkmA7ZfFtCWoJ5AYUVT3JSExpf+MuFp/jBJD63Oqm/r2AY6dMSk FTb9IsbFzZt3/RKtn0FrAJQVCdCE91Ltd4W8obx3SmLiqK9QQgOz0ymJVhDPIRQF GqcGKztJp0/rdHFZgLav =Jkao -----END PGP SIGNATURE----- -- To unsubscribe, e-mail: heroes+unsubscribe@opensuse.org To contact the owner, e-mail: heroes+owner@opensuse.org

Hello, Am Mittwoch, 28. Juni 2017, 10:37:03 CEST schrieb Anton Smorodskyi:

What about simple DB backup and FS backups ? Short googling for "redmine backup" give me this for example https://gist.github.com/ronanguilloux/6497272 . But of course we can create something better in case idea will be generally approved.

I'd hope/expect we already have daily backups - but restoring a single lost ticket from a database dump is a PITA :-(

Also we can create a delete DB trigger which will instead of deleting record can copy it to some backup table.

I can work on this if idea will be approved

This sounds like a solution that should be doable in relative short time and that would be really helpful :-) The disadvantage is that it's "just a hack", so doing a restore is still manual work, and we probably won't see any notifications or entries on the activities page [1] for deletions. The best solution would be to change deletion from a SQL "DELETE" to setting a "deleted" flag. I know this is more work, but it would be a much better solution and, as a bonus, would make you the hero of lots of redmine users ;-)

On Wednesday 28 June 2017 10:01:48 A.M. CEST Thorsten Bro wrote:

...

As redmine is not officially supporting any "trash bin", "undelete" or even "deleted tickets changelog" function - it might be possible to make it "enterprise ready" by adding a new queue called "SPAM" or "Deleted" - in which tickets which should get deleted get "Moved" instead of "Deleting" them in the system.

That makes handling of spam a bit more annoying - but it avoids situations like we have now.

The most important reason why we delete spam tickets instead of closing them is to avoid sending out mail notifications to the (probably faked) mail address where the ticket came from. By moving spam tickets to a "spam category", we will send out such notification mails :-( Choose your poison... If we decide on the spam category, we can also switch our method of spam handling to closing the tickets (instead of deleting them) and maybe put them in a "spam" category so that we can filter them out of statistics etc. It doesn't really matter if there's a notification mail for "category changed" or for "ticket closed" ;-) Ideally deleting a ticket should send a mail notification to the admins who subscribed for the notifications and create an event on the activities page - but it should NOT send a mail to the mail address that was used to open the ticket.

...

I know - there are different opinions on the table going from: - "If a customer wants some opensuse-related stuff - he files the ticket again."

to

- "Non-logging of deleted tickets is questioning the tool Redmine at all."

If I had to choose between both extremes, I'd clearly prefer the "questioning the tool" one ;-)

...

In fact - if somebody files a ticket via progress.o.o webpage (not via mail) and has to do this again and write all information he/she maybe gathered in the ticket - that sounds as well annoying to me - from customer perspective. If request were sent via mail - no problem - it's just a resent from the customers' mail client :).

The problem is not the ticket content (you still have your notification mail as a backup). The problem is that things get silently lost instead of getting done. Regards, Christian Boltz [1] I don't know how many people actually read the activities page. Personally, I completely rely on mail notifications and the ticket list. -- Kunde: "Ich installiere gerade Windows 98, was soll ich drücken?" Hotline: "Am besten beide Daumen." -- To unsubscribe, e-mail: heroes+unsubscribe@opensuse.org To contact the owner, e-mail: heroes+owner@opensuse.org

Hello, Am Mittwoch, 28. Juni 2017, 14:52:57 CEST schrieb Per Jessen:

Christian Boltz wrote:

...

Ideally deleting a ticket should send a mail notification to the admins who subscribed for the notifications and create an event on the activities page - but it should NOT send a mail to the mail address that was used to open the ticket.

redmine is probably doing everything correctly, we have created the problem ourselves by blindly opening tickets for everything - we really ought to have some challenge-response system for admin@o.o instead.

You mean a ticket avoidance system? ;-)) "I'd like to report that $service is broken" "Please $do_something to confirm you are a human and serious about this" "Sorry, I don't care enough about $service to jump through this loop" At least this is what I _always_ do if I get a request from such a mail avoidance system to one of my mails ;-) I really hate the spam, but I hate it even more to let people who want to report issues to jump through loops ;-) Regards, Christian Boltz -- Aww, come on there, Larry, "The capital of the United States, Washington DC.......". Everybody knows that the US of A is run from New York by the banks and Wall Street, with Washington being the place where decisions and legislation written by the banks and Wall Street are rubber stamped. [Basil Chupin in opensuse-factory] -- To unsubscribe, e-mail: heroes+unsubscribe@opensuse.org To contact the owner, e-mail: heroes+owner@opensuse.org

Hello, sorry for the late answer. I have to learn for my tests at the university in the next weeks as prio 1... So I can't read/ answer here all the time. Am 28.06.2017 um 13:07 schrieb Christian Boltz:

Hello,

Am Mittwoch, 28. Juni 2017, 10:37:03 CEST schrieb Anton Smorodskyi:

...

What about simple DB backup and FS backups ? Short googling for "redmine backup" give me this for example https://gist.github.com/ronanguilloux/6497272 . But of course we can create something better in case idea will be generally approved. I'd hope/expect we already have daily backups - but restoring a single lost ticket from a database dump is a PITA :-( I thought that at first, too. But I found a script for restoring lost single tickets: http://www.redmine.org/issues/1380#note-24 So it is possible. :-)

...

Also we can create a delete DB trigger which will instead of deleting record can copy it to some backup table.

I can work on this if idea will be approved This sounds like a solution that should be doable in relative short time and that would be really helpful :-)

The disadvantage is that it's "just a hack", so doing a restore is still manual work, and we probably won't see any notifications or entries on the activities page [1] for deletions.

The best solution would be to change deletion from a SQL "DELETE" to setting a "deleted" flag. I know this is more work, but it would be a much better solution and, as a bonus, would make you the hero of lots of redmine users ;-) Other people had the same idea. Redmine people are working on it since some years... That has got the name "soft delete": http://www.redmine.org/issues/1380

...

...

I know - there are different opinions on the table going from: - "If a customer wants some opensuse-related stuff - he files the ticket again."

to

- "Non-logging of deleted tickets is questioning the tool Redmine at all." If I had to choose between both extremes, I'd clearly prefer the "questioning the tool" one ;-) We have got a ticket for "questioning the tool": https://progress.opensuse.org/issues/15266 You can add your requirements for a ticket system. We should speak more about our ideas and possible solutions now and in our next meeting. That should be a topic there. ;-)

...

...

In fact - if somebody files a ticket via progress.o.o webpage (not via mail) and has to do this again and write all information he/she maybe gathered in the ticket - that sounds as well annoying to me - from customer perspective. If request were sent via mail - no problem - it's just a resent from the customers' mail client :). The problem is not the ticket content (you still have your notification mail as a backup). The problem is that things get silently lost instead of getting done. +1 The problem I can see: Lost tickets result that we can't see any happened communication and what was done in the ticket. We can create

I would like it, if we would make it possible, too. So: +1 them again, but without the content and answers after the creation. Using old dumps for some tickets is a lot of work...

Regards,

Christian Boltz

[1] I don't know how many people actually read the activities page. Personally, I completely rely on mail notifications and the ticket list.

Best regards, Sarah -- To unsubscribe, e-mail: heroes+unsubscribe@opensuse.org To contact the owner, e-mail: heroes+owner@opensuse.org