What's the best way of keeping tickets against deleted agents?

cjohnsonuk

We have an agent that has left. I need to delete their account from the system. I don't want to lose the record of the changes they made and issues they dealt with that are recorded in the ticket system. Is there a best practice method of a) removing their association with the ticket, b) adding a new association so that the team they are in can still see the work carried out c) adding an internal note to the ticket indicating who the original agent was?

KevinTheJedi

cjohnsonuk

When deleting an agent everything will still show as from that agent (replies, etc.).

Cheers.

cjohnsonuk

Except...
When that agent also has a user account that I need to delete (so it doesn't keep showing up in the suggestions list when logging a new ticket) and I go to delete the user and it gives me the option to not select to delete the tickets. But the number of tickets it shows to delete does not natch the number of tickets against the user... Why are the counts differemt?

If I delete the user then won't their name disappear from all the tickets that are against their user ID too?

KevinTheJedi

cjohnsonuk

Their user directory listing shows tickets they are associated with including if they are CCs. The deletion modal only shows tickets they own directly.

So that is a little different. If you want to keep the User's tickets then you'd need to transfer them to a new owner and then delete the user. In order to delete a user you must delete all associated tickets.

Cheers.

cjohnsonuk

Thanks for that. Makes sense once you know. :-) I'll give that a go. I'll see if I can find a way to bulk add comments to the tickets to name the original user then see if I can transfer them to a user called "deleted" so there are none left against the user to delete.