Within our organisation, when a SR is marked with a status of ‘Deleted’, an automated email is sent to the user stating ‘if you want to know the reason please visit your Self-Service Portal’ but upon testing this, the deleted SR is not viewable by the user. Is there a setting that will allow this?
Many thanks.
Hello
Thank you for reaching out with your question.
In SysAid, there are three main classes of statuses:
1. Open
2. Closed
3.Ignored
By default, the Delete status in SysAid is categorized as Ignored, which means deleted tickets will not appear in the Closed Tickets section of the Service Portal.
If you would like deleted tickets to be treated as closed, you can modify the Delete status to be classified as a Closed type status.
How to Update:
1. Classic UI:
Navigate to SysAid Settings → Customize → Lists.
2. Spaces UI:
Go to Settings and search for Fields Value Lists (under Templates & Fields).
Once on the Statuses list page, scroll down to Delete Status and update the Class column to Closed instead of Deleted/Ignored.
Thank you so much for your response. As easy as that eh? I still have a lot to learn on SysAid ;)
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