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.

[Pavankumar_1]

Hi @Karthick PS ,

Out of the box we can't delete incidents with that role. It requires itil_admin or admin.

[Pavankumar_1]

Hi @Karthick PS ,

You can update delete ACL with agent_workspace_user role and refer below screenshots. It will work.

1. You can edit the Delete operation  ACL on incident and to edit ACL Click on user go to Elevated roles >security_admin and click on okay.

2. Open the incident and right click on header and configure > Security Rules.

3. Apply the filter as shown below and open the delete ACL which is shown below.

4. You can update ACL with the role (agent_workspace_user) shown below and save.

5. You can login with that role and check the Delete option.

[Pavankumar_1]

Hi @Karthick PS ,

If your issue got resolved close the question by Accepting solution and hit thumb icon.

[Gummagatta Hars]

Hi Karthick,

It is not recommended to delete the records in ServiceNow. Only admin and users with the role defined on delete ACL of incident will be able to delete the incidents. To check the delete ACL's in your instance follow the below steps -

1. From filter navigator navigate to System Security > Access Control (ACL)

2. Apply the filter as shown below and open the records and check the condition 

3. You can create new ACL for delete operation on incident table to provide access to other users to delete the records in incident table.

Kindly mark this as helpful if you are this resolved your query.

Thanks,

Harsha

[Jamison Cote]

You probably just want to give them the 'itil_admin' role. 

This allows fulfillers to delete tickets, OOB.

If they can't, then that means your ACL's have been modified and need to be restored or looked at.

This is OOB functionality and to my best understanding, a best practice.

It just gives ITIL users the DELETE option for task based records.