Quick question about removing staff members. Can you please tell me:
- What happens to the tickets that were assigned to this employee after deletion?
- Is there any way to disable the account instead of deleting?
Thanks,
Josh
Hi @easterntech50
To answer your questions:
What happens to the tickets that were assigned to this employee after deletion?
Assigned tickets will become unassigned. It will still show though to whom it was previously assigned under the FROM column if you check the ‘UNASSIGNED’ ticket group.
Is there any way to disable the account instead of deleting?
Yes, there is a method to do so but it’s done indirectly. Until the ‘Roles and Rights Management’ system is implemented in the C1 platform, you will have to resort to using a custom User Role.
- That is, you create a new User Role in the Service Desk (SD).
- In this new User Role, give it a proper title (ex. Suspended, MIA, To Be Removed, Under Investigation). Don’t worry about the greyed out ‘Disable’ option. That will be dealt with after the new User Role has been properly set up.
- Choose ‘NO’ to all group permissions as you surely don’t want a staff with this role to be able to interact with the SD.
- Make sure to uncheck all Department Access.
- Click on the ‘Create Role’ green button.
- Go to the Admin Panel >> Staff >> Roles, click on the new custom user role. Now, you will be able to choose the ‘Disabled’ option here.
- Don’t forget to hit the ‘Save Changes’ button down below the page.
The only thing left to do is to change the role of the Staff member to this new user role. Once assigned, the Staff member (or ‘account’) is basically ‘disabled’.
Please feel free to reach out to us if you need further assistance or clarification. Thank you.