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Delete a ticket

Jan 20, 2015 at 9:38 PM
It is inevitable - a ticket gets created that is either a duplicate or was entered incorrectly, etc. Is there a process in TicketDesk 2.1 to delete a ticket or do you just have to "close it"?
Jan 22, 2015 at 4:01 AM
The typical procedure for duplicate, will-not-fix, etc. would be to tag it as "duplicate", "will-not-fix", etc. then force close the ticket.

One of the features on my wish-list as soon as TD 2.5 is released is to create a "duplicate-of" action which hooks into the soon-to-be implemented "follow ticket" behavior. You would mark the ticket as duplicate-of, give it another ticket's ID, then ticketdesk would automatically close the duplicate ticket, and add the duplicate's owner and subscribers from as subscribers of the referenced ticket.

Better workflows and minor workflow customizations are coming, but are dependent on TD 2.5 functionality and frameworks first.
Jan 22, 2015 at 5:48 AM
Sounds like a plan. Just a little OCD with wanting the system clean and void of garbage tickets.

Thanks!
Jan 23, 2015 at 2:28 PM
Edited Jan 23, 2015 at 5:06 PM
It is a case of conflicting requirements. Most managers want the system to keep a permanent record and not lost data. Letting users of any role actually delete a ticket lets them alter the record... which is a huge no-no in many environments. Also, the user did submit a ticket, and it is reasonable for them to expect that they be able to find that ticket later, rather than have it just disappear on them.

On the flip side, you have admins and people like me that like a junk-free system. We want to delete tickets that don't belong to keep things tidy. Unfortunately, we're in the minority so the behavior follows the majority requirement to preserve the record. However; when a ticket does need to go, we can always just delete it from the DB directly. Given that we have that power, it didn't seem worth it to code and maintain an admin-only special-delete tool built into the application; especially considering that there are better design solutions (an official mark-as-duplicate behavior) we could implement instead.