Step by step

1. Deleting ticket schemas

Access to tickets after deleting a ticket schema:

Ticket view: Tickets are visible.

Direct access: Tickets are found with ticket number.

Extended search: Filtering by a schema is no longer possible because the ticket schema no longer appears as a filter criterion.

2. Delete number ranges

Note:

A number range used in a ticket scheme cannot be deleted. It can only be deleted if it is not used by any schema and the schema has already been deleted.

After deleting the schema and number range:

Ticket view: Tickets are available and can be opened.

Direct access: Tickets are found with ticket number.

Extended search: The deleted number range no longer appears as a filter criterion.

3. Change of a number range for an existing ticket schema

This updates the IDs of all existing tickets. They can only be accessed via the new number (the old ID no longer exists).

Change number range and create new tickets:

Ticket view: The tickets (original and new) are displayed with changed number range.

Direct access: Tickets with old number range will not be found (only with new ones).

Extended search: Tickets are only found with a new ticket number.

4. Deleting the ticket status

Delete ticket status of existing tickets in the preferences:

Ticket view: Tickets are displayed.

Direct access/Extended search: Tickets can be searched by ticket number (or other criteria), but not by status.

5. Delete services from the portfolio

Services in the portfolio can be deleted even if existing tickets are active.

Note:

It is better to archive a service than to delete it.

Ticket view: Tickets are displayed.

Direct access: Existing tickets can be found with the ticket number.

Extended search: The tickets can be searched for using the criterion ticket schema.

6. Deleting service agreements (SLA)

1. Delete escalation times used

Ticket view: Tickets are displayed.

Direct access: Tickets can be found with the ticket number.

Extended search: The tickets are found via agreement, service and priority.

Note:

Existing tickets no longer escalate.

The following warning is displayed:

There is at least one priority without escalation times.

The warning only appears if all escalation times of a priority have been deleted. However, this can also be a valid status of a priority.

2. Delete used priorities

Note:

A priority can only be deleted when all associated escalation times have been deleted. The button is inactive as long as escalation times still exist.

Ticket view: Tickets are visible and can be opened.

Direct access: Tickets can be found with the ticket number.

Extended search: The tickets are found via agreement and service (no longer via priority).

3. Delete used services

Ticket view: Tickets are visible and can be opened.

Direct access: Tickets can be found with the ticket number.

Extended search: The tickets are only found via the agreement (not via priority or service).

Note:

A service can only be deleted once all associated priorities have been deleted.

In the ticket, the information about service, priority and escalation times is still available, although it has already been deleted in the service agreement.

4. Delete used maintenance contract

Ticket view: Tickets are visible and can be opened.

Direct access: Tickets can be found with the ticket number.

Extended search: The tickets are no longer found using the SLA filter criteria.

The History table together with the HistoryPlaceholderTexts and HistoryPlaceholderValues attachments contains all the data for the logs of the respective entities (e.g.: tickets).

The following columns in the History table are important for evaluations:

• DataId: Is only needed for the join to HistoryPlaceholderTexts and HistoryPlaceholderValues.

• HistoryTemplateDataId: Defines the type of the entry, e.g. StatusChanged. Details can be found in the HistoryTemplates table.

• TimeStamp

• UserObjectGuid: The executing user, or system user

• ObjectType: Type of entity, e.g. 1 for tickets. See below for details.

• ObejctDataId: DataId of the entity, e.g. the DataId of the ticket

• AffectedObjectType: If the log entry refers to another object, then this column defines its type.

Example:

TicketLinked: Ticket would be found here, and the DataId of the linked ticket in the column AffectedObjectIdentifier. The value can be NULL, e.g. for the entry that the entity itself was created or deleted.

• AffectedObjectIdentifier: See above. AffectedObjectType and AffectedObjectIdentifier belong together, and must always be filtered together.

The HistoryPlaceholderTexts table contains the localized texts of each placeholder. Normally it is not used for reports.

The HistoryPlaceholderValues table contains the IDs (DataId, ObjectGUID or other) of the placeholder objects, if they have an ID. This table also rarely needs to be accessed in reporting, since the majority of use cases are already covered by the column pair AffectedObjectType and AffectedObjectIdentifier of the History table itself. Only in the case that a log entry refers to more than one Affected Object and one does not need the one from the History table itself, it makes sense to access the HistoryPlaceholderValues table.

List of currently used ObjectTypes:

• BaseEntity = 0

• Ticket = 1

• CI = 2

• CIZone = 3

• Task = 4

• KBArticle = 5

• Expense = 6

• User = 7

List of currently used AffectedObjectTypes:

• public const string Expense = "Expense";

• public const string Comment = "Comment";

• public const string Field = "Field";

• public const string File = "File";

• public const string Status = "Status";

• public const string Task = "Task";

• public const string Principal = "Principal";

• public const string Ticket = "Ticket";

• public const string TicketLink = "TicketLink";

• public const string Zone = "Zone";

• public const string SchemaType = "SchemaType";

• public const string Ci = "Ci";

• public const string ServiceTransaction = "ServiceTransaction";

• public const string TicketToDo = "TicketToDo";

• public const string Form = "Form";

• public const string MessagingTemplate = "MessagingTemplate";

• public const string MessagingSchema = "MessagingSchema";

• public const string Mail = "Mail";

• public const string Result = "Result";

• public const string Contract = "Contract";

• public const string Service = "Service";

• public const string Priority = "Priority";

• public const string Escalation = "Escalation";

• public const string Team = "Team";

• public const string ClearingType = "ClearingType";

• public const string ExpenseType = "ExpenseType";

• public const string CostCentre = "CostCentre";

• public const string Project = "Project";

• public const string KbArticle = "KbArticle";

• public const string KbLanguageStatus = "KbLanguageStatus";

• public const string KbFile = "KbFile";

Queries - Performance

• When filtering for a specific type of log entry: HistoryTemplateDataId column

• For filtering by a specific entity, filter by ObjectType AND ObjectDataId in any case.

• Filtering by AffectedObjectType and AffectedObjectIdentifier can ONLY be done in addition to ObjectType and ObjectDataId - never individually!

• Filtering by TimeStamp and UserObjectGuid is possible at any time independently of other filters.

When debug mode is activated in Messaging Manager, all emails are sent to the debug address. This is useful for avoiding sending emails to real email addresses during the configuration or testing phase of a system or process. This mode can only be configured in the XPertMaster database (MessagingDelivererConfiguration table).

To activate debug mode, proceed as follows:

1. Open SQL Management Studio and select the XPertMaster database.

2. Open a new SQL query and execute the following SQL commands (after adjusting the values in the two declared variables):
   

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   DECLARE @modus nvarchar(100) = 'True';
   DECLARE @addr nvarchar(100) = 'email@debug.net';
   
   UPDATE MessagingDelivererConfiguration SET [Value] = @addr WHERE [NameSpace] = 'Isonet.MessagingManager.Deliverers.HtmlEmailDeliverer' AND [Key] = 'DebugAddress';
   UPDATE MessagingDelivererConfiguration SET [Value] = @modus WHERE [NameSpace] = 'Isonet.MessagingManager.Deliverers.HtmlEmailDeliverer' AND [Key] = 'DebugMode';
                               

3. Then restart MessagingManager in the Services control.

To disable debug mode, simply set the key DebugMode to False.