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Documentation to assist with the setup and configuration of the HaloITSM platform

Guides > Missing or Deleted Tickets

Missing or Deleted Tickets

The below screen indicates a ticket that cannot be accessed: 

There are a variety of reasons as to why this may be the case however it is usually because the ticket has been deleted.


If you have accidentally deleted a number of tickets and need to get them back, please reach out to the support team and they will do their best to assist you.


Remember, you have a variety of controls over the "Delete" button:

  1. You can stop agents having access to this button by altering their premissions to "Cannot delete tickets".
  2. In "Advanced Settings" in the configuration console, you have access to the following options which can help control what happens when the delete button is pressed:


It can also be the case that the ticket has just been hidden from your view:

  • The ticket is either in a section you cannot view or holds an attribute restricted from your view such as category or ticket type etc.

It could also be the case that the ticket has been merged into another one. You can contact support to investigate this if you are at all unsure.


The most efficient way to understand why a ticket is inaccesible is with your reporting suite however. The following is a SQL script which when run will show whether a ticket has been deleted and so on. First, head to your reporting suite, click "New" in the top right-hand corner and head to report setup. Paste the below script into the text box and head to preview. Pick the date range for the ticket's submission.


SELECT faults.faultid        AS [Ticket Number],
       CASE
         WHEN fdeleted > 0 THEN 'True'
         ELSE 'False'
       END                   AS [Ticket deleted?],
       LEFT(dateoccured, 19) AS [Ticket Submitted],
       tstatusdesc           AS [Status],
       sectio_               AS [Team],
       rtdesc                AS [Ticket Type], 

       Category2 as [Ticket Category],

       Acurrent.uname        AS [Assigned Agent],
       LEFT(datecleared, 19) AS [Closure Date],
       Acleared.uname        AS [Closing Agent],
       CASE
         WHEN fmergedintofaultid > 0 THEN 'Ticket Merged into '
                                          + Cast(fmergedintofaultid AS NVARCHAR)
         ELSE 'Not Merged'
       END                   AS [Ticket Merged]
FROM   faults
       LEFT JOIN requesttype
              ON requesttypenew = rtid
       LEFT JOIN uname Acurrent
              ON assignedtoint = Acurrent.unum
       LEFT JOIN uname Acleared
              ON clearwhoint = Acleared.unum
       LEFT JOIN tstatus
              ON tstatus = status
WHERE  dateoccured BETWEEN @startdate AND @enddate  


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