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How Do I Delete Worker Accounts?

Created: 27 Jul 2006 • Updated: 29 May 2007 • 10 comments
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Q:
Austinn wrote: "How do I delete a worker in the HelpDesk Worker Console? There are a couple of dummy accounts created, and I can't seem to get rid of them!"

A:
Good question, Austinn. The current version of Helpdesk Solution will not allow you to delete a worker (default or user created) account. This is by design to preserve the integrity of the database for any worker accounts associated with work items. The only option is to make the worker account inactive. However, because you could theoretically delete an unused worker account without affecting the solution, I have submitted an enhancement request to the product manager to handle this scenario.

Greg Giles

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xmoreland's picture

As long as the association to the incident in intact, it can be very useful to not have a bunch of workers who are no longer around in your database. Can end up causing some major confusion.

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Jeanne's picture

I am in the process of implementing the Altiris helpdesk in the next few weeks and our current system does not allow workers to be removed without deleting the call tickets they did.

This can be an issue if you have fairly high turn over like us due to the part-time jobs we offer.

Maybe we should think about assigning generic accounts so that everything remains intact if a worker leaves until the solution can handle the deletion of accounts.

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ianboy12's picture

Seems like the best solution would be a query run against the database upon the deletion request to find any associated incidents, if any associations are found the system should then ask if you would like to associate those tickets to another Worker or Group if not then the Worker cannot be deleted.

If there are no associations the Worker account would be deleted upon the deletion request.

This would allow any Worker to be removed from the system.

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mcdaniel.scott's picture

I have set some default workers and queues to inactive to get around this. I really would love to stop seeing them in the admin report. I know I can edit this but fail to see why anyone wants to view those. If they do, a cutom report for that niche need seems better. Also, even though I have gone over and over my categoires for incidents, incidents assigned to my own account by the routing rule for supervisor (which is only associated with me) get routed to Level 1, which is inactive. Ideas?

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drew.ohara's picture

Are you saying the incidents are being assigned to you, via a routing rule, but the owner is being routed to Level 1?

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Tony 1776's picture

Sounds like a great idea. I too have set all the queues to inactive because we don't use the default queues, but they still show up in the admin report and that bothers me.

While I understand why it wasn't included in helpdesk in the first place, like ianboy12 said, a simple SQL query could tell you what incidents are assigned to the work you are trying to delete and then provide the option to cancel the deletion, or change the assigned work on those incidents... I'm not a SQL buff, but it seems simple enough.

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drew.ohara's picture

I'm pretty sure it's just a query in the back end files looking for 'all' workers. Modifying that to only include active workers would drop the old queues. We are also not using the defaults at all. We are not changing the Admin Report though because we have a lot customizations already and upgrading Altiris would just get more complicated with each additional customization. Then again, we also changed our status's from the defaults so the admin report isn't usefull at all and we don't worry about it. I have setup many custom reports to cover all the bases that are missed else where in Altiris because of customizations we have made. This works just fine for us. I suggest speaking with an Altiris HD engineer if you are concidering this, they should be able to tell you all the downfalls, possible ways to get around making customizations, and the right way to do it.

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Alphaforge's picture

I happened upon this because I was trying to delete an account in a test environment and recreate it. I have realized however that in the regulated environment I work in we would not be allowed to delete the account for audit purposes. The exception to this may be if the documentation time period for those records expired no longer tying the account to any records.

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sllucas2's picture

I was able to delete a "worker" via Enterprise Manager. I drilled down to the Altiris_Incidents database then found the "worker" Table. Then i did a Return all rows, found the worker and deleted that line. I did this on a test server and saw no problems. Opened the Helpdesk (List Workers) and the worker i deleted from the DB was gone. Again, i realize that may not be the right thing to do but so far it worked.

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CraigWU's picture

Although you can remove a worker through Enterprise manager, you will cause it to be not be decoded anywhere that worker ID is still populated. For example, if that worker did something so that it would show up in History, it will no longer show as that worker's name, but rather just the number.

To get around this, why not use add a new boolean field to the "worker" table to designate "deleted" workers. Then modify all the queries you care about to exclude rows with this flag set. YOu can modify any query that populates a dropdown or listbox, but don't touch the ones that are used to decode values (like "worker_view"). This way you will only affect what you know about, and not break what you don't. As you find places you want to exclude "delted" workers from, switch the query.

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