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?

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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

Answered 08/18/2012 by: jknox
Red Belt

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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. 

Answered 08/17/2012 by: nshah
Red Belt

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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>)
Answered 09/06/2012 by: Roonerspism
Second Degree Brown Belt

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