I'm looking for ideas from the community on how to best retire queue topics without losing artifact data. We have queues with hundreds of topics that are constantly changing. In order to report on the demand by request type, we rely on the Queue Topic ID/Name field. The only way to deactivate a queue topic is to delete it. Doing so results in issues with a blank "Queue Topic ID". Since we rely on the Queue Topic Name/ID for reports, we don't want to lose the ability to report on this field.
One idea I had was to move them within the queue into a "DO NOT USE-ARCHIVED QUEUE TOPICS" topic group, which is clunky but works.
Another idea I have is to attach a custom form to all Issues that use the to-be-retired queue topic, allowing us to "tag" the issues with the queue topic details. This takes some work, and also makes reporting much more challenging.
It sure would be nice if we could hide/show queue topics, similar to options in a drop menu in the custom forms. Does anyone else have experience with this issue? Do you have any suggestions?
Views
Replies
Total Likes
We just prefix it with the word “OBSOLETE”, like your “DO NOT USE”.
Inelegant but because there is no way to hide queue topics, what else can we do?
Thanks,
Eric
Views
Replies
Total Likes
Views
Replies
Total Likes
Nope, not yet…
Views
Replies
Total Likes
Views
Replies
Total Likes
Views
Replies
Total Likes
Views
Replies
Total Likes
Views
Likes
Replies