How to prevent deleting the System_Anonymous contact

Document ID : KB000025686
Last Modified Date : 14/02/2018
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Question: 

The System_Anonymous contact is used as the affected end user when a mail is processed by the maileater and the sender of the e-mail cannot be located in the contact table, and the option "email_allow_anonymous" is installed. If the System_Anonymous contact record is edited or deleted, these incoming e-mails will not be processed by the maileater and tickets will not be created. Protecting this account from being edited will prevent this.

 

Answer: 

This can be done using data partition constraints. If you already use data partitions, then two additional constraints will protect this account. If you do not already use data partitions, please refer to the Service Desk Administrator Guide for information on implementing them.

First of all, you need to find the UUID for the System_Anonymous account. Execute the following command on the Service Desk primary server:

C:\> pdm_extract -f "select id from ca_contact where last_name = 'System_Anonymous'"

This will return the UUID in the output:

 TABLE ca_contact   id
   { "8F273A972A45E44C9FF0079259E2A60E" }
   ca_contact
   rows:1
   
   This UUID value is then used in the following data partitions. The two data partitions which you need to add are:
   
   Type: Pre-update
   Table: ca_contact
   Constraint: id <> U'8F273A972A45E44C9FF0079259E2A60E'
   
   Type: Delete
   Table: ca_contact
   Constraint: id <> U'8F273A972A45E44C9FF0079259E2A60E'
   
   (Replace the UUID values with the ones from your Service Desk system).
   
   Once these are in place, anyone who has these constraints active will not be able to edit or delete the "System_Anonymous" account.