Editing task details after task completion

[CraigP]

We would like to clear some information that was provided as answers on the capture form on some old requests. In addition to the question field itself (easily deleted in the UI), this information was also included in the details of some tasks (which have since been completed).

I've attempted to update the impacted tasks with the taskupdate2 API, but it has returned "The task specified is already complete/cancelled and can not be updated". Is it possible to clear/update the details of the tasks another way?

[CraigP]

Please may I have information about what other options are available to update the details of completed tasks? I'm hoping we're not having to resort to the Hornbill Cleaner Utility to delete the associated requests just to remove some text (it would be good to still have the records of these requests being raised), but would appreciate confirmation if this is the case.

[Berto2002]

I recently had a chat with Sam S about options in this space and there is no utility to clear down data in/around requests other than the clean utility; and data cannot be partially removed from Requests. I can only suggest you generate a short form with RequestID as the data capture field and workflow uses that to copy the offending request in it's entirety - adding a note somewhere that it is a copy, why and noting the original dates/times - and then use the clean utility to remove the old one. As far as I know, copying a request will not copy the tasks and outcomes of tasks from the old one.

[Steve Giller]

It would be useful to have some indication of what kind of information you are trying to remove and the reason this is required.

This will help us evaluate the effort required to achieve your aims, and to prioritise any work internally.

[Berto2002]

@CraigP If you were after a selective delete utility (like clean utility but could target certain tables or types of data for certain requests) I would be interested. We're considering data retention and there's a bunch of things we'd like to remove 'partially' from requests. Maybe if there was a group of us it would be worth the investment...

[CraigP]

Should this update allow for this to be done now? I can't see any difference in behaviour so far (the account with the API key has Admin privilege level).

I see the change listed in "Latest Changes" in Solution Center, but not clear to me if that definitely means that version is now installed on our instance.

[CraigP]

I've tried again this morning and it has worked! Thanks for getting this sorted!