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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

What to do when you cannot access a ticket.


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, If the permanently delete button has not been checked on, you can recover deleted tickets by clicking on the deleted tickets button and selecting the tickets you would like to recover, this can be found in Configuration > Advanced Setings > *Deletion Settings Tab*:


NB: If permanently delete is on, only the tickets deleted after turning it off will show in the recovery list, before that button is turned off, any tickets permanently deleted, are permanently deleted via the API. Another notable point is that at least one ticket has to be selected for the edit/recovery options to be visible.


If the tickets have been permanently deleted, it is permanent as the actions performed are via the API, if you are having issues with this 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 from being able to delete tickets by altering their premissions to "Cannot delete tickets". Their role may inherit a higher permission, and the highest level of access takes precedence, so make sure to check that they are not inheriting higher permissions from a role, as this will override due to it being a higher permission, checkout the roles guide here: Configuring Agent Roles.


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, ticket type, ticket group (Ticket Groups) 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 inaccessible 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 

"Data Source", select the source called *Write a custom SQL Query*. Paste the below script into the text box and head to "Preview Report". Pick the date range for the ticket's submission and then click on the load button.


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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