[Tips & Tricks] Streamline your helpdesk by decluttering unwanted request status(es)

Hello users,

I'm here with yet another handy tips that could be useful to you.

Scenario:

A customer came up with a requirement to declutter a few default request status(es) that are not used in his helpdesk. He wanted to streamline his helpdesk and those unused status(es) were cluttering up his ticketing flow.

Challenge:

As you may know, default request status(es) cannot be deleted in the application.

Solution:

Global Field and Form Rules.

Customer's requirement has been accomplished by configuring a global field and form rule and remove the unwanted request status(es).

Once configured, these status(es) will no longer be available for requests. This simple solution has solved the customer's problem.

This is another good example of how field and form rules can be used effectively to manipulate and streamline your helpdesk as per your business requirement.

On a side note, custom request status(es) can be deleted, however, if the given status is associated with requests, the application will not allow you to delete the status. However, it will be greyed out and status value will not be available for further usage.

You can reactivate in the future in case you need it.

I hope you find this post useful. Check our previous tip to auto-assign when a technician edits an unassigned ticket.