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OTRS Spam bug/request
Closed, InvalidPublic

Description

I'm not sure if this is a bug or just a flaw in the software/system but often when I get spam in my queue on OTRS (info-en, etc...) if I mark it as spam it will refresh like any other ticket and send me back to my custom queue like everything else. So if I'm going through stuff on page 2 and I come across blatant junk/spam and I figure it's an easy close/mark, it takes longer to actually go through this because it doesn't close the ticket. So basically I'm wondering if there is a function that can be added to a one click button that is basically "mark as spam and quick close"?

On the other hand, I may just be missing it and this is already a feature.

Event Timeline

Restricted Application added a subscriber: Aklapper. · View Herald TranscriptFeb 28 2018, 1:59 PM

Hello @Chrissymad and thank you for your report. I usually use the "quick-close" button and then mark it as spam. I have to go back in the browser history and refresh the page in between and I understand that this can be annoying.

Yeah, I do a combo but I would think that it would be easier (if possible) for a multi option for that one? If not, no worries, just a thought that'll make it easier to sort out the real tickets vs. the garbage.

pajz added a subscriber: pajz.Feb 28 2018, 2:17 PM

Simply do not close spam tickets, as is also recommended here: https://otrs-wiki.wikimedia.org/wiki/Help:What_to_do_with_Spam%3F#The_ticket_I_am_looking_at_is_spam_%E2%80%93_what_should_I_do?

First of all, it's unnecessary to close the ticket because marking it as spam will already move it to the "Junk" queue - which is full of open tickets anyway. From there the ticket will be automatically deleted after a week or two. Second, depending on how you close the ticket, closing it may cause it to not be be used for training our spam filter (which obviously is an undesired result).

So: No need to go back, just hit "Spam" and you're done.

Maybe it's a bug for me but if i'm specifically looking at 2-3 queues it often will pop back up despite the junk filter being, well, filtered out. Maybe just user error. Sorry!

Praxidicae closed this task as Resolved.Feb 28 2018, 2:26 PM
pajz added a comment.EditedFeb 28 2018, 2:28 PM

I guess you're referring to one of the ticket boxes on the Dashboard (https://ticket.wikimedia.org/otrs/index.pl?Action=AgentDashboard). There's a certain server-side lag of perhaps one or two seconds, so if you click "Spam" from within a ticket and OTRS immediately sends you back to the dashboard, you may still see the ticket you've just marked a spam. That can be confusing. It doesn't/shouldn't happen in queue view (https://ticket.wikimedia.org/otrs/index.pl?Action=AgentTicketQueue), as far as I know.

Framawiki changed the task status from Resolved to Invalid.Mar 8 2018, 9:35 PM