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
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Navigate to Manage > Custom Fields > Ticket Fields
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Select the custom field and click Edit
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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
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Navigate to Manage > Custom Fields > Ticket Fields
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Select the custom field and click Edit
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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
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Queues & Filters |
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Ticket Details: Custom Fields in Right pane |
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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. |
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New Ticket Form |
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Mass Reply |
The Archived values will not be displayed when the Custom field is edited during mass Reply. |
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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. |
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Mass Status Change - Closed |
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Reports |
Filters |
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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. |
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Ticket Templates |
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Scheduled Tickets |
Scheduled Tickets using ticket templates with archived custom field values will be created without the archived value. |
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Contact Center
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