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Systems Management Question


Deleting a category in the Service Desk

06/25/2020 72 views

We have some duplicate categories that were requested for deletion, but the option to delete them is not available.  I've read it could be due to past tickets with that category selected, but is there a way around this aside from editing every ticket in this desk's history?

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Any already used category cannot be deleted. Because this would affect all old tickets which used this category.
What you can do is: Create a Custom Ticket Rule to change the categories in question to another value (the "original" ones for instance) and then you can delete the freed ones.
Please be aware that CTR are working on the DB directly so if you do a mistake here you may neeed to restore, so you should backup your appliance strictly before.
If you want someone who does it for you KACE Professional Services provides you consulting to do so.
https://support.quest.com/kace-systems-management-appliance/kb/313481



Answered 06/25/2020 by: Nico_K
Red Belt

  • Understood. Thank you - I will create the CTR.
  • When creating the CTR through the wizard, Category does not appear in the available fields to filter. I see pretty much every other field (status, resolution, priority, owner..) but category is not showing.
    • It should be the second option in the list. Approval, Category are the top two when I create a new rule using the wizard.

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