Archive a request type

Prior to Web Help Desk 12.6, you could hide a request type from clients by creating a non-existing department and assigning the targeted request type to this department. Another option was to delete the request type, but this method can corrupt your historically-assigned tickets.

Beginning in Web Help Desk 12.6, you can archive a request type in the Web Help Desk Administrator Console. After you archive the request type, the request type and all associated tickets are hidden from clients and techs.

When an administrator generates a report, the request type and associated ticket information are included in the report. However, the archived ticket data does not display in the dashboard widgets.

Use this feature to:

  • Purge Web Help Desk of outdated request types
  • Prevent techs from assigning tickets to an archived request type
  • Prevent clients from assigning help requests to an archived request type

To archive a request type:

  1. In the toolbar, click Setup and select Tickets > Request Types.

    The Request Types window displays the current request types.

  2. In the Archived column, select the checkbox for the request type you want to archive.
  3. Click Save.

    The request type is no longer available in the Web Help Desk console options.

Remove a request type from an archive

  1. In the toolbar, click Setup and select Tickets > Request Types.

    The Request Types window displays the current request types.

  2. In the Archived column, select the checkbox for the request type you want to remove from an archive.

    You cannot remove a nested request type from an archive if the parent request type is archived.

  3. Click Save.

    The request type is available in the Web Help Desk console options.