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Endpoint Management Community Blog

Removing Incidents, Problems, and Changes from Servicedesk

Created: 06 Apr 2010
BRING's picture
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There have been many questions and concerns about the ability to remove changes, incidents, and problems from the Servicedesk database.  Many build up test systems, customizing workflow components,  portal pages and  reports to meet the specific needs of their environment.  They then would like to just start with a fresh database, unencumbered by old data that is not relevant.  Does this capability exist, and how would it be used?  If not, what are the best workarounds to accomodate this issue?

Unfortunately, incidents can be resolved and closed, and changes and problems come to completion and closure.  But not removal or deletion.   Once the items are in the database they are there for good.  There are feature requests underconsideration to change this.  

Working around this problem, however, should not be too discouraging.  Simply reinstalling the environment is the best workaround,   This process can take many forms.  If you have no customizations in place, a simple re-install will be sufficient, and you should not have to be concerned about any pre-requisite activities.  Those will be completed.  Just removing Servicedesk from the server, removing the Ensemble database, and re-installing will work well.

Should you have customized workflow projects, portal pages, or reports tied into your Servicedesk system, you will need to package the projects, and export the reports and portal pages, prior to removal.  Once the new installation is completed, simply re-deploy and publish your projects, and import your reports and portal pages.

You will then have a perfectly clean envrionment from which to start tracking, managing and maintaining your IT assets.