Deleting an Incident

[Karthick PS]

Our client wants to have a delete function in service now, they want to delete a ticket permanently from the platform.

Please suggest the best recommendation/practices for deleting an Incident.

I've gone thru the below prod doc wherein it says only the 'admin' or 'agent_workspace_user' can delete an Incident.

https://docs.servicenow.com/en-US/bundle/rome-it-service-management/page/product/itsm-workspace/task... 

I impersonated as a user with 'agent_workspace_user' and tried deleted an Incident record. I could not delete it.

I can delete an Incident with admin role alone. Please advise why could not delete it as an agent_workspace_user per the prod doc.

[suvro]

You can check Delete ACLs on incident table. It will give you a clear picture

[Karthick PS]

@suvro Could you please help - how to check that?

[Karthick PS]

• @suvro -
• Is it a best practise to allow the end-users to delete an Incident?
• Please share the best practises if any

[Dr Atul G- LNG]

practically and logically it is not the best practice. Once a record gets created in the system make it active and false but deletion is not a good nor a recommended solution. 

I am strongly against this,  no one, even not the admin allowed to delete the record. Today it is just a normal request but it can be a big loss in future so think again mate before making changes in ACL.

Happy to discuss this further. 

Please mark it helpful, if it solve the purpose.