CA Service Management

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  • 1.  Manually delete tickets

    Posted Nov 18, 2015 09:45 AM

    I have had a request to delete a batch of duplicate tickets that were created in error by an email "stuck" in maileater by Service Desk Manager 14.1. They do not want them closed in the system because it would have an effect on reporting, they want them gone. This would be easy to do directly in SQL, but I am concerned about how this may affect other linked tables, leaving orphans behind.


    Any suggestions on the best way to accomplish this?

  • 2.  Re: Manually delete tickets
    Best Answer

    Posted Nov 18, 2015 10:34 AM

    Archive and Purge rules: close the tickets first, then create a Purge rule to delete them. You can update the 'summary' to something like 'DELETE_ME' and then create a Purge rule to select only the tickets with this summary.


    Since the deletion is done by the SDM system, you're not at risk of having any orphaned records behind. The purging operation will also remove Activity Logs, Activity Notifications, Attachments, etc. related to the deleted tickets.