Archive a request type

If a request type is no longer needed, you can archive the 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 is not displayed 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• Purge Web Help Desk of outdated request types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. Log in to Web Help Desk as an administrator.

2. Click Setup > Tickets > Request Types.

   The Request Types window displays the current request types.

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

4. Click Save.

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

Reactivate an archived request type

1. Click Setup > Tickets > Request Types.

   The Request Types window displays the current request types.

2. In the Archived column, clear the checkbox for the request type you want to reactivate.

   You cannot reactivate a nested request type if the parent request type is archived.

3. Click Save.

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