Each team in our technology department uses hierarchies to guide and control ticket-handling for their respective processes or projects, whether temporary or on-going. In a previous instance of c.Support, we ran into a situation where we had a large number of hierarchies listed in the ‘Hierarchy Templates’ view in Configuration, many of which were no longer useful to us anymore. At the rate we were headed, the list of hierarchies was approaching unmanageable and confusing.
My first instinct was to see if we could delete one of them, but c.Support will not allow that – Error: “The selected template cannot be deleted because it is being used by another feature in c.Support”. It appears that once you use a hierarchy template for any given ticket and then close that ticket, the ability to delete the hierarchy template is lost, even if the hierarchy template becomes obsolete.
I contacted GWI Support, but they could not suggest any functionality by which we could remove the unwanted templates from our ‘Hierarchy Templates’ view without losing our closed incidents (they did mention archiving the tickets, but archived tickets do not display or function the same as production-level tickets).
To remedy this, I think it would be helpful to have some means of ‘deactivating’ or ‘retiring’ a hierarchy once it’s obsolete, and have it disappear from your ‘Hierarchy Templates’ view in Configuration. Perhaps a “Retire” checkbox in the parent hierarchy template editor window combined with a “View Active Only”/”View All” toggle switch in the ‘Hierarchy Templates’ view window would allow this functionality. Doing so enables user control over what they need to see.
Similarly, the same situation described above applies to the ‘Incident Templates’ list. Once an ‘incident template’ is applied to an incident, the template cannot be deleted - same error as above. If we were able to ‘retire’ obsolete templates, we could avoid a cluttered list of incident templates which is otherwise inevitable.