Anyone figured this out yet?

 This really does need answering.

Symantec, are there any 'official' supported ways of removing 'test' incidents / Processes / Changes etc ?

Please . . . a response at least :)

I have been in contact with support and product management and am working on a process to do this, once Symantec have ok'd this I will post it

Thanks daz, please do.

To do this is to re-install the product, sorry but that is Symantec's stance at the moment. I do have some SQL for clearing out all the data but this should only be used in a POC / Test environment feel free to email me

We have broken task and test tickets and need to remove them.  Any new ideas?

I have a very rough solution - but you need to understand that it does not remove the incidents or cases.  It deletes the associated Tasks and then marks the incident or change case status to Closed.  if you are interested, let me know.  This only works for Incident and Change Management Cases.  As previously stated, policy is that you should re-install if you want a fresh DB.

Hi Bring
Wanted to thank you for the tool.  I guess i got the pleasure of being first .  The tool works good for anyone else curious.  I had to use it in my production environment.  One thing I did notice was in my environment i had a few changes that where at 100 percent but some how a task was left incomplete.  when i clicked on the smart task i would get the task queue not found error.  The tool didn't seem to work on those since (I guess) they where at 100 percent complete and it looks closed. In those situations you can go through the comment history and click on all of the little red arrows on the  tasks pieces until you find the one that has links to work it and click the remove task link.  that should close out the ticket

We just search for Closed incidents with open tasks and manually remove them one by one.  You guys holding out on us?  We were thinking about opening a new position here just to handle this process since we have so many.....

Bring, can you post your tool on the Downloads part of Connect?

All,

My tool is posted in the downloads - called "Closing Processes In Servicedesk".  I hope it is useful for all.  It is very very very rough!

You'll find BRING's post here:

http://www.symantec.com/connect/downloads/closing-...

Thanks,

Cheryl

I'd ask for a similar feature previously however I do understand this is a "dangerous" option. Incidences , changes etc can be removed from the system affecting the accuracy of the servicedesk especially where it is used for auditing purposes and ensuring internal/external customer SLAs. Removal of tickets should be possible at the database level however a helpdesk service manager should not have direct access to the database.

Hi,

Like dazza5621 I also have a SQL script that will remove all the data and make ServiceDesk "like new". Message me if anyone needs it, wouldnt advise using it in a live environment but as ChadR is in a dev environment it would be a perfect solution ... much less hassle than a complete reinstall!

Martin

We used this to delete 6000 tickets off a server, and Symantec have asked us to publish it.

Please find it here:

https://www-secure.symantec.com/connect/articles/delete-multiple-tickets-service-desk