Hiding / Deleting inactive Incident Templates
Hi all,
This makes the Template screen very untidy, and its not easy to audit our active templates without having to manually pick through them.
Currently using 9.2 Build 9221, but soon upgrading to 9335.
Over the years we've built up a big library of Incident templates. When a template is no longer relevant, we delete it, but it seems to only mark it as Inactive:
This makes the Template screen very untidy, and its not easy to audit our active templates without having to manually pick through them.
I have a test copy of ServiceDesk+ set up with no templates other than the Default. I set up a new Template, and deleted it straight away. It completely disappeared from the list.
I assumed this was because the Template had never been assigned to a ticket.
To test this, I created a second template:
I applied it to a ticket, which I left open.
I deleted the new template and as suspected, instead of completely removing it, it marked it inactive:
I then tried closing the ticket the Template was associated with. I tried deleting the Template again but it still would not disappear completely
If you read the guide here:
....it says "If the template is been used by a request then the template will be marked in grey indicating no further usage of the template in the incident template list view page." I assumed that was supposed to read "is being" rather than "is been". Or should it have been "has been used"?
From the testing above. it seems this means if it's ever been used, not if its currently being used.
I've even tested with templates that haven't been used in over a year (and therefore any tickets that use them will have been archived)
After clicking Delete:
Is this fixed in a later version? Or is there any way we can hide these Inactive Templates completely?