Can tickets and users be deleted in ServiceDesk?

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Article ID: 179770

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Updated On:

Products

ServiceDesk

Issue/Introduction

 

Resolution

Question
Can tickets and users be deleted in ServiceDesk?

Answer

The ability to delete tickets and users has been submitted to Symantec as a product feature request. At this time, however,both tickets and users in ServiceDesk cannot be deleted, this is by design. Symantec does not have any SQL scripts or Workflow projects that can be provided to do this.

Workarounds

  • Tickets and users can be assigned to "dummy" groups so that they are not affecting normal production groups. For example, create a new group called "Old Tickets". Then reassign any unwanted tickets to this group.
  • ServiceDesk can be re-installed (use the Upgrade option) and a new database can be then created. Note: This will not use any data from the old database.

Related Resources

Resolve Incident link does not appear in a ServiceDesk ticket causing the
ticket to become orphaned
http://www.symantec.com/business/support/index?page=content&id=TECH137507