Archiving values in dropdown and multi-select ticket custom fields

Jan 11, 2024

1051

Agents can now archive a specific value in a dropdown or multiselect ticket custom fields. This is particularly useful when they want to retain the value in existing tickets while restricting its use in the future. The archived value can be unarchived at a later time if needed, making it available.

Available Plans: Available on Enterprise , Enterprise - Plus , Growth, Scale & Scale Plus

Only agents with the Manage Ticket Custom Fields permission enabled will be able to archive the ticket custom field values.

Steps to archive a custom field value

Navigate to Manage > Custom Fields > Ticket Fields
Select the custom field and click Edit
Select the Archive icon available next to the value you wish to archive

4. Click Archive in the popup message displayed.

5. Click Save. The value is now archived.

Steps to unarchive an archived value

Navigate to Manage > Custom Fields > Ticket Fields
Select the custom field and click Edit
Select the Unarchive icon available next to the value you wish to unarchive

4. Click Unarchive in the popup message displayed.

5. Click Save. The value is now unarchived and available for use.

Dependencies and Exclusions:

The Archive button will be disabled when there is only one value available in the dropdown and multi select custom fields.
Parent - Child Custom Field Dependency - Custom field values which have a dependency on another child custom field cannot be archived. The archive button will be disabled and the following message will be displayed on mouse hover.

What will happen when a value is archived?

When a value is archived , the behaviour will be as mentioned below in the respective modules.

Tickets	Queues & Filters	Archived custom fields values will be available. New filters and queues can be created with the archived custom field values.
	Ticket Details: Custom Fields in Right pane	Archived custom field values will be displayed in the right pane in View mode for existing tickets. When the Ticket Information is edited the archived value will not be displayed in the dropdown/multi select for the custom field.
	Ticket Details: More Actions	Create New Related Ticket, Merge , Clone - When a value is archived the custom field information will not flow into the newly created tickets.
	New Ticket Form	Archived custom field values will not be displayed in the new ticket form for the specific categories. When the specific custom field is unarchived, the values will be displayed.
	Mass Reply	The Archived values will not be displayed when the Custom field is edited during mass Reply.
	Category Change	While changing a ticket’s category, if the custom field is required during category change, the archived value will not be displayed for selection.
	Mass Status Change - Closed	When a ticket status is moved to Closed and the custom field is required on ticket closure: The archived value will be retained as is when the custom field is not edited.
Reports	Filters	Any existing filters with the archived custom field values will be retained. New filters will display the archived values and reports will continue to be generated and displayed when the report is exported.
Manage	Notifications	If the ticket has the archived custom field value, the notification templates will continue to display the archived custom field values when added as a merge field.
Automate	Smart Rule & SLA's	Any Smart Rules/SLA's having a trigger condition involving the archived custom field values will continue to trigger if the conditions are met.
	Canned Actions	Canned actions containing custom fields it will display the archived value when applied, provided the archived value is present in existing tickets.
	Ticket Templates	Archived custom field values will not be displayed while creating a new ticket template. For existing ticket templates created with an archived custom field value, tickets will be created without the archived value.
	Scheduled Tickets	Scheduled Tickets using ticket templates with archived custom field values will be created without the archived value.
Contact Center		Archived custom field values will not be displayed in the Support Center/Contact Center in the Submit Ticket form if the custom field is displayed. Existing tickets will retain the archived value when viewed. Filters in ticket listing show the archived custom fields values will work as expected. New filters can be created with the archived custom field values. Ticket Details - Custom Fields in Right pane: Archived custom field values will be displayed in the right pane in View mode. When the Ticket Information is edited the archived value will not be displayed in the dropdown/multi select for the custom field.

Steps to archive a custom field value

Steps to unarchive an archived value

Dependencies and Exclusions:

What will happen when a value is archived?

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