Manage leaving technician's ticket history
Hi support team, we would like to get assistance with our queries with the ManageEngine ServiceDesk Plus. We are currently using the free subscription version 11.1 Build 11100.
We would like to know how we can retain tickets information history and who will it be assigned to when technicians leave us, and if we need to either delete their technician accounts or convert the technician accounts into user accounts.
We tried to test some solutions ourselves and here is what we found out.
- When changing roles from Technician to User, all tickets assigned to that technician become unassigned tickets, regardless of ticket status (Open, Resolve, Close).
- When deleting Technician's account, all tickets assigned to that technician become unassigned tickets, regardless of ticket status (Open, Resolve, Close).
- When renaming a Technician Account, all tickets performed by a former technician will be under the name of the new technician, regardless of ticket status (Resolve, Close).
For this, we would like to see if you have suggestions or fix regarding our queries above.
We would like to know how we can retain tickets information history and who will it be assigned to when technicians leave us, and if we need to either delete their technician accounts or convert the technician accounts into user accounts.
We tried to test some solutions ourselves and here is what we found out.
- When changing roles from Technician to User, all tickets assigned to that technician become unassigned tickets, regardless of ticket status (Open, Resolve, Close).
- When deleting Technician's account, all tickets assigned to that technician become unassigned tickets, regardless of ticket status (Open, Resolve, Close).
- When renaming a Technician Account, all tickets performed by a former technician will be under the name of the new technician, regardless of ticket status (Resolve, Close).
For this, we would like to see if you have suggestions or fix regarding our queries above.