Q: Can I delete attachments or individual history entries in RT?

• Can you delete a history transaction in RT?
• Can I delete attachments or individual history entries in RT?
• Someone sent something into RT that contains sensitive information. How can I delete that particular history entry?

Context

• Request Tracker (RT) administration
• Sensitive data

Solution

Answer

1. Limitations
   • RT only allows queue administrators and consultants to delete a ticket; it does not allow for selective deletion of history entries or attachments via its UI
   • The intent is to safeguard the integrity of the audit trail provided by the ticket history
2. Deleting an entire ticket
   • If it is acceptable to delete the entire ticket and create a new ticket, that is something a queue administrator can do herself
   • Simply change the ticket's status to Deleted and save the ticket
   • This will effectively hide the contents of the ticket from other RT users
   • However, the ticket contents are retained in the back-end database until it is purged
   • You can request purging of a deleted ticket by sending mail to tooltime@mit.edu
   • Tip:
     If you need to create a new ticket to continue the customer interaction, but want to delete the original because it has sensitive information in it, you can use [RT4's new Clone Ticket feature]. It will allow you to create a clone of the current ticket, duplicating everything except the history