Merge Child status types into Parent type

Question

Hello all, we are attempting to clean up the amount of request types we have available, without just deleting them. For example if I have a Hardware Support > Desktop PC as the parent, then under that 4 or more different child types, like install, repair, clean, etc. Is there a way to just merge all of those child types into "Desktop PC" and just have that as the client facing option with no sub child types? I'm not seeing an option anywhere that looks like it will let me do that, just the Delete button.

percyplant · Accepted Answer

You would need to move the tickets from their child request types to the parent request types. Search for all those ticket with a sub-request type, then change them to a parent using a build action. Ensure that all tech are also available in the parent request type, and the custom fields are also available to ensure no data loss. Best do a DB backup first. Also before you make any changes check all you action rules to ensure they no longer refer to your child action rules etc.

One you have emptied the child request types then you can disabled them in the setting or delete them.

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percyplant · Accepted Answer

hold shift key down when you click on select all icon to select all tickets, not just the ones on the current page. The tick will go blue (not grey) instead. Then run the build action.