Can old Owners (technicians) be removed from the system without kbox reopening all tickets Owned by them?
I recently deleted a technician account of a person no longer working with the company and when I did the system re-opened hundreds of Service Request tickets he was the Owner of. It was painfully slow trying to take ownership and re-close the requests. Is there a better /easier way to remove old employees from the system?
Answers (3)
Vote here to have functionality added: http://kace.uservoice.com/forums/82699-k1000/suggestions/1686277-retire-users-helpdesk
This ticket rule should suppress the tickets getting re-opened when submitters/machines get deleted: http://www.kace.com/support/resources/kb/article/How-to-Use-Ticket-Rules-To-Suppress-Emails-About-Machine
Techically it is considered a ticket owner change so if you have the checkmark for comments on owner change, an email could go out.
Normally we just remove give that user account a not allowed to log in role and leave it in the KBOX with a user label called Deleted User or something to that affect indicating they aren't with the company any more.
Or you can use a ticket rule to move them to a dummy account so that way it removed the association to the employee no longer with the company and then you can delete his or her account.
Depending on what comment the ticket generates you can easilly do this. We have a ticket rule applied on save which is our 'protect the users' rule. It stops silly things like deleting assets and users from re-opening tickets. You could easilly add another rule to it. See below:
(Select Query)
select HD_TICKET_CHANGE.ID from
HD_TICKET JOIN HD_TICKET_CHANGE ON HD_TICKET.ID=HD_TICKET_ID and HD_TICKET_CHANGE.ID=<CHANGE_ID>
JOIN HD_STATUS ON HD_STATUS_ID=HD_STATUS.ID
WHERE
(DESCRIPTION LIKE '%Changed Ticket Machine from "%" to %Unassigned%'
OR DESCRIPTION LIKE '%Changed Ticket Submitter from "%" to Unassigned%'
OR OWNERS_ONLY_DESCRIPTION LIKE '%Changed Ticket Machine from "%" to %Unassigned%'
OR OWNERS_ONLY_DESCRIPTION LIKE '%Changed Ticket Submitter from "%" to Unassigned%')
and ( COMMENT LIKE '%Machine % was deleted%' OR COMMENT LIKE 'User % was deleted%')
and HD_STATUS.STATE = 'Closed'
(Update Query)
update HD_TICKET_CHANGE
set
HD_TICKET_CHANGE.NOTIFY_USERS='', /*remove all users from notification list */
OWNERS_ONLY_DESCRIPTION=
TRIM(BOTH '\n' FROM(REPLACE (CONCAT(TRIM(BOTH '\n' FROM
OWNERS_ONLY_DESCRIPTION), '\n',
'Ticket Rule: Suppressing email notification for user/machine deletion'
,'\n') ,'\n\n','\n')))
where
HD_TICKET_CHANGE.ID in (<TICKET_IDS>)
