Deletion of a request in Servicenow

[Padma Dhanjani]

Can a request be deleted by an admin in ServiceNow? if yes, can it be a compliance issue?

[Saurav11]

Hello,

1) To answer your first question yes admin has the access to delete a request.

2) Should we delete it, If it is PROD then my answer will be no as generally any record should not be deleted from ServiceNow PROD because you may require all this during auditing and people may find a number missing in the sequence.

I would suggest if a request was created by mistake on PROD the best practice would be to cancel the request this way people will know that the request was raised but cancelled and there would be not problems in auditing.

Hope this helps.

Please mark mark my answer as correct based on Impact. 

[AshishKM]

Hi @Padma Dhanjani 

Yes, admin can delete the Task records, Regarding the compliance matter, its depends on organization/or/client you are working with. If you accidentality deleted some records , you can try to restore it from "Deleted Records" table and inform to your respective authority.

Navigate to table :

sys_audit_delete.list

apply the filter condition and search the exact record for "Undelete"

select the record and select the "Undelete Records" option from Context Menu drop down.

Please mark correct answer and helpful for others, it it helps you

[Mark Roethof]

Hi there,

Whats the real reason your asking this? Because you surely have seen this yourself already? So what's your REAL question for asking this?

Anyway, "can it be a compliance issue", that's really up to your company. What rules, regulations, etc. does your company have? How is deleing task records handled in your company, so incidents, change requests, requests, etcetera. Really a question for yourself 😁

[Anurag Tripathi]

YEs it can be deleted by Admin, unless some custom rule is added on your system.

It can be a compliance issue, Most companies have data retention policy and so for that reason they should retain all tickets that were created. 

If you are looking at this form a performance perspective then you can look at archiving the old records.

If you are looking at some cleanup of faulty records you can get Admins to cancel the bad RITMs/tasks.