Managing deleted tickets

[Kevin Vancrutsen]

Hello,
I have several questions about managing deleted tickets:
Is it possible for a project administrator to see tickets that have been deleted by an agent?
Is it possible to prevent agents from deleting tickets? If so, how? Is it possible to add an approval step?
Thank you in advance for your answers.

[Kevin Vancrutsen · Accepted solution]

Hello,

Thank you all for your help. I contacted support to get more information about why the logs weren't appearing, and it turns out that it's simply because the license plan doesn't cover this feature (Atlassian Guard Standard).

However, i can access these details under the "System Audit Log." when i search with "deleted" term.

Best regards

[Amir Atadjanov]

HI , as i said in https://community.atlassian.com/forums/Jira-Service-Management/Re-Re-Managing-deleted-tickets/qaq-p/3099184/comment-id/213633#M213633

[Nikola Perisic]

Hi @Kevin Vancrutsen 

I'm glad you were able to solve it! When you were creating your request you added for product plan of premium.

[Kevin Vancrutsen]

We got Jira Service Management premium but not Atlassian Guard, when creating the request, I was not asked for this information.

[Nikola Perisic]

Hello @Kevin Vancrutsen 

1. Once the ticket has been deleted, the action is logged in an audit log - you need to be an organization administrator to access it (Atlassian Administration -> Security -> Audit Log)
2. It is possible to prevent agents from deleting the tickets: Project Settings -> Access -> Project permissions -> Delete Issues -> Remove the Service Desk Team role from this permission scheme. Note: You need to be a Jira administrator in order to change the permission scheme. One more thing, make sure that permission scheme is not shared with any other projects. When you make a change on one project that shares a permission scheme with other projects, the changes will reflect on the rest of the projects too.
3. Approval step is possible to add, but in this case you wouldn't need it because you will remove agents role from Delete Issues permission.

[Amir Atadjanov]

 HI @Nikola Perisic @Kevin Vancrutsen 

 Additionally, you can add yourself to the notification scheme when a task is deleted

[Nikola Perisic]

Thanks @Amir Atadjanov , that slipped in my mind.

[Kevin Vancrutsen]

Thanks Nikola and Amir, 
@Nikola Perisic 1. is it normal the audit log is empty ?

[Amir Atadjanov]

Audit log in Jira

[Nikola Perisic]

@Kevin Vancrutsen 

Have you searched for that agent with their email address?

[Kevin Vancrutsen]

@Nikola Perisic yes