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Archiving old request types

I seen in the new to come for v12.5.2 that there was suppose to be an option to archive request types that are no longer in use. Is this suppose to be some sort of check box or are you able to delete the request type without corrupting the ticket data now?

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Accepted answers

icarriere

If you delete a Request Type in Web Help Desk, the Request Type is not removed from the database.

Instead, the Deleted column in the Web Help Desk database is updated from 0 to 1. This process can be reversed at any time and does not cause data corruption.

Support Article:
Restore a deleted Request Type or Problem Type from an embedded PostgreSQL database

That said, if you delete a Request Type in Web Help Desk, you won't be able to access the Request Type from the UI. This change will negatively impact Advanced Search and Reporting. With respect to Reporting, you will be able to report on the ticket. However, you won’t be able to include the deleted Request Type in your Reports.

If you want to archive a Request Type in Web Help Desk, but preserve accessibility for Reports, Searches, etc., then you should consider hiding the Request Type.

To hide a Request Type from new Tickets, you need only change one field.

Companies
Setup > Tickets > Request Types > {Request Type Name} > Companies
Note: This field is only visible if you have previously selected the Use Companies option in Companies & Locations.

Change the default selection from All to Specific.

This change will immediately remove the Request Type from Tech and Client usage, but the Request Type will remain in Request Types, Reporting, and Search.

Hope this helps.

Regards,

Isaiah Carriere

Web Help Desk Consultant
Adeptec: SolarWinds Training and Professional Services

○ LinkedIN: Adeptec

○ Facebook: Adeptec

○ Twitter: @Adeptec

All comments

pabely

I think this was new functionality to be added within a future release, it is not within my WHD12.5.2 version.

typhoon87

pabely is correct. A proper ticket and request type archive feature is slated for Vnext (12.6?) and it is certainly needed.

icarriere

Companies
Setup > Tickets > Request Types > {Request Type Name} > Companies
Note: This field is only visible if you have previously selected the Use Companies option in Companies & Locations.

Hope this helps.

Regards,

Isaiah Carriere

Web Help Desk Consultant
Adeptec: SolarWinds Training and Professional Services

○ LinkedIN: Adeptec

○ Facebook: Adeptec

○ Twitter: @Adeptec

milan.hulik

typhoon87, pabely,

icarriere is describing a nice workaround, that you can use now to hide request types from technicians. This workaround is present in the current release (12.5.2)

We're working on more straightforward approach to archive request types in the vNext.

pabely

Yes forget that option but for most of out sites they do not use Companies, thanks all for your input.