Remove closed tickets from record association drop-down list

New Contributor

As a company that spends the majority of our time in the Service Hub, we have a lot of tickets. Many of them are closed. 

 

How can we 'archive' these tickets in a way that they do not appear as an option when we select Associate with X record? We end up with a very long list of tickets to select from.

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Community Manager

Hi @ashley_stafford 

 

Thank you for reaching out

 

I want to tag some of our experts on this - @Mike_Eastwood @Josh @StefaniUAT any suggestions for @ashley_stafford on this? 

 

Thank you, 

Best

Tiphaine


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Top Advisor | Gold Partner

Hi @ashley_stafford 

 

You could create a Custom Property – an "Archive" checkbox – in the Ticket.

 

In your Default Ticket View filter out the "Archived" Tickets.

 

Or, if you're doing a Custom Search exclude all tickets that are "Archived".

 

You could even add use a Workflow to set the "Archived" state.

 

Does this do what you need?

Mike

 

p.s. apologies for the delay – we had our summer holidays in New Zealand