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Rant & Rave: Unable to delete/amend alerts or saved filter presets- how to change the owner of an existing alert or filter preset

Eric Shin
Updated
Title
Rant & Rave: Unable to delete/amend alerts or saved filter presets- how to change the owner of an existing alert or filter preset


Environment

Rant & Rave




Resolution Summary

The third line team has reassigned ownership of the alerts so that the active user can be able to delete them.




Details

When trying to delete or amend an existing alert or filter preset on the dashboard, it may be missing from the list, or its 'delete' option is either greyed out or missing if you are not its owner.

Example image of how alerts owned by a user are displayed in the Dashboard settings, with a 'delete' icon present.

Inline Image


Example image of how filter presets are displayed in the filter console, with the 'Delete' option greyed out for presets belonging to another user.

Inline Image


Typically, such filter presets and alerts would belong to users who are no longer with the company or active in the account anymore, and their users have been deleted from the system already. 

First off, you will need to check within the team that this is the case, or if the users are still present, have them delete the unwanted alerts and filter presets themselves. However, if these users no longer exist in your account and have been deleted from the system, please reach out to Support for further assistance.

Essentially, while we cannot delete these for you if their creator has also been removed from the system, the ownership can be transferred to your active user. This should present the option for you to delete them by yourself again.




Internal Information

L1 team actions

Confirm that the creactor of the alert or filter preset has been deleted from the system and therefore you cannot impersonate their dahsboard to make any changes for the client.

In such a case, the owner will need to be amended by the TechSol team, but L1 should first escalate the case to L2 team for a Database check, providing the necessary details such as;

  • The name of all the alerts or filter presets which need the owner details to be updated. (The client should provide this information to you in order to avoid multiple re-escalations to the L3 team)
  • The user which you logged into the Dashboard as, in order to see the alerts or filter presets that need deleting. Most of the time, this will be the requestor of the ticket themselves.
  • The username, email and User_Id of the client who this alerts will be transferred to. The 'UserID' can be located in the admin app when you search the name of this active user as shown below

Inline Image


L2 Team actions

Once you receive this request, the following DB queries will need to be carried out, and the results escalated to the L3 team for further actioning.

First run this query below for the alerts in question, where XXXX should be replaced with the correct project ID or user ID

SELECT
user_id,
filter_criteria_id,
title,
description
FROM system_alert_criterias
WHERE project_id = XXXX
AND user_id = XXXX


This will bring up results similar to the below example.

 user_id | filter_criteria_id |   title  |  description
---------+--------------------+------------------------------------+--------------------
  241534 |  27259 | Detractor  | negative sentiment
  241534 |  42654 | DETRACTOR (NPS 0-6) - Robyn Davids |
  241534 |  42655 | ROBYN DAVIDS - Top Performer Alert |
(3 rows)

Then you will run this query below for the filter criteria in use (presets), also replacing XXXX with the correct user ID.

SELECT
saved_filter_id,
name,
user_id,
public
FROM system_filter
WHERE user_id = XXXX

The result you receive should be similar to the example below

saved_filter_id | name | user_id | public
-----------------+---------------------------------------------------+---------+--------
 52225 | DETRACTOR (NPS 0-6) - Robyn Davids Alert Criteria | 241534 | 0
 52226 | ROBYN DAVIDS - Top Performer Alert Alert Criteria | 241534 | 0
 38192 | Detractor Alert Criteria | 241534 | 0


Copy this DB check results in text form (not a screenshot) and include them in your escalation to the TechSol team.

Once the changes are complete, either L1 or L2 should confirm that they can login to the Dashboard as the new owner of the filter preset or alert, and can see them listed with an option to delete.

 EXAMPLE: https://upland.zendesk.com/agent/tickets/1257526 




Resolution Category

Question::Product How-To / Training




Keywords
delete alert owner amend raexternalrequest


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