Deleting Obsolete Data

Tickets

If you want to delete tickets with certain content, then open the HelpDesk desktop client, in the Requests module. There:

  • use the search to find the tickets you want to delete
  • select all the tickets in the list
  • delete these tickets (via the delete toolbar button for example).

These tickets will now have the status "deleted" and in this dialog can also be entirely deleted off the server.

Unused User Accounts

Note that you may first need to delete tickets this user had, before you can remove the user accounts which are no longer needed. This may be the case, if for example an area of work was moved out of the company, you no longer want to see these users in the HelpDesk user overview, but deleting might not be possible because this user still has access to tickets (whether closed or not).

Imported Users or Devices

Important: So that the records can be deleted, the name of the import definition must exist.

Unused 'Location' Entries

'Location/customer' entries can only be deleted, if no users belong to them any more.

Attachments Without References

i-net HelpDesk stores attachments for tickets and devices in its database. The files themselves are held in the file system, in the app data folder, however they are encoded. Managing them is done by keeping ticket or device references to the attachments. If a ticket or device is deleted, then its attachments are also deleted, if no other ticket or device holds a reference to the attachment.

However a backup of the HelpDesk database can lead to the files having newer attachments which are not referenced by the older HelpDesk database. These "orphan" attachments can be deleted here.

References to Missing Attachments

i-net HelpDesk stores attachments for tickets and devices in its database. The files themselves are held in the file system, in the app data folder, however they are encoded. If the files in the file system are somehow directly deleted, the database entries for these attachments still exist. The HelpDesk client will continue to display an attachment paper clip, but when attempting to open the attachment, you will see the message that the attachments have been deleted on the server. The references of tickets and devices to attachments which not longer exist in the file system can be cleared here.