Is there any way to restore a deleted ticket? I recently removed a user from the "Ticket Owners" label and that apparently deleted all tickets with that user listed as the owner. I can tell this because if I browse the ticket database in MySQL those specific tickets don't show up in the list, unless there is some special query I need to find deleted tickets.

Thanks.
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Removing a user will not delete a ticket; but there is no way to undelete a ticket if they are actually gone. Recommend reconfiguring the queue to NOT allow ticket deletion.
Answered 03/29/2011 by: cblake
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"Removing a user will not delete a ticket"

Unfortunately that seems to be exactly what happened in our particular case, of course I am not surprised in the least that our K1000 does not behave as designed, it has had nothing but problems lately.
Answered 03/29/2011 by: maurere
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I'm sorry to hear that you are having "nothing but problems"; that's certainly not common. If you're having issues I'd certainly recommend an engagement with Training and/or support to resolve. Please PM my via e-mail.

Deleting a user would change the owner to unassigned; it's possible to have custom ticket rules doing something that could delete tickets, but I suspect that's not what's happening. Without looking at it with support I think the forum is little help here. Sorry.
Answered 03/29/2011 by: cblake
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Is there a way to restore an individual ticket from a database backup? We back these up every night, kbox_dbdata.gz and kbox_file.tgz
Answered 03/29/2011 by: maurere
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Deleting a user does not delete the ticket. It will remove all traces of the user from fields, though. In other words, they will no longer be listed as Owner, Approver, or Submitter on any tickets. Those values will revert back to Unassigned.
Answered 03/29/2011 by: airwolf
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Is there a way to restore an individual ticket from a database backup? We back these up every night, kbox_dbdata.gz and kbox_file.tgz

A database backup is as it sounds- all or nothing.
Answered 03/29/2011 by: cblake
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Is there a way to restore an individual ticket from a database backup?
It is possible to do this but not necessarily trivial. Assuming that no database restoration was done since the delete we (support) could extract the information from the backup and apply it easily in most cases. I think this might be a Point-of-need service so there would be a small charge for it in most cases.

Other options: you could restore from backup and then manually recreate the tickets since the restore. This would be a tradeoff scenario.

however, in this case I agree with cblake. I do not believe that the ticket was deleted. To find out for certain you could run a query directly against the database (below) or go to http://yourkbox/adminui/ticket.php?ID=X directly or call support. The ticket likely is not visible because of something in the ticket that doesn't match the current display filters or is "corrupted" -- meaning it has data in it that doesn't match the current queue

select * from HD_TICKET WHERE ID=X
Answered 03/29/2011 by: GillySpy
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