Priority manager purge function - Service desk software for

Go to previous topic

Go to next topic

Last Post 12/10/2014 9:25 AM by Itro

Priority manager purge function

2 Replies

Author

Messages

Helpdesker
Posts:21
Points:41

12/4/2014 9:10 AM
Hi Guys, We recently implemented some automation in our office that logs cases for daily backup logs using email manager. We realised when we did this that we would create a fair bit of noise in the database and to a fair extent we've managed to minimize its impact on our users but it made me think that it would be great if we could set Priority manager to purge cases. I know we have the purge function, but this would require me or another admin to log on and do it manually - the more times I manually purge the more likely I am to one day make a mistake on the purge and have to restore a backup. Would it be possible to add a Purge Helpdesk Case action to the Priority Manager's abilities? It would mean we could have some cases 'expire' when we don't need to keep track of them anymore. Thanks, Marni

Rod Weir
HelpMaster development team

Helpdesk Hall of Fame
Posts:555
Points:1017

12/4/2014 11:12 AM	Accepted Answer
Hi Marni, Thanks for the post. This is a good idea (albeit a little dangerous to use automation to purge jobs), and we'll get this functionality into a future release of HelpMaster. In the meantime, you an use the "Execute SQL" action to achieve this by using the SQL attached to this post. When you attempt to validate the SQL, or save the profile, you'll get an invalid SQL warning, but you can safely ignore this - it's just being triggered by the use of a stored procedure. Any jobs that the Priority Manager profile finds will be completely purged - as if you did it via the Desktop edition. Just be very careful that you get the right Priority Manager definition to target the right jobs - this can be a very dangerous automation! Finally, you'll notice 2 information/warnings in the Priority Manager event log following a successful purge. This is because the PM log is trying to write the job number to the database, however it no longer exists - causing a referential integrity violation. This can also be ignored. Hope this helps. HelpMaster development team Check out the HelpMaster roadmap
Attachments PurgeJobFromPriorityManagerScript.txt

Helpdesker
Posts:21
Points:41

12/10/2014 9:25 AM
Awesome! Thanks so much for this. I agree, it's dangerous. The up side is that it's only dangerous while I configure it. Once it's working I don't need to worry about keystroke error or blonde moments. Appreciate your prompt response guys.