Inactive User Deactivation with Reference Reassignment

This document explains how to safely deactivate a user in the help desk without leaving orphan tickets or broken configurations. You will learn how to view all existing references for a user, reassign them appropriately, and then complete the deactivation.

Step 1: Open the Deactivation Option for the User

Identify the user you want to deactivate in your help desk user list.
Click on the user’s options/menu to manage their account.

From the available options, select Deactivate.

Step 2: Review the Deactivation Summary Modal

A deactivation modal will open instead of immediately deactivating the user.
This modal displays the total number of references associated with the user (for example, 538 references), broken down by type such as:

• User groups (e.g., 40 references)
• SLA policies (e.g., 8 references)
• Active tickets (e.g., 490 active tickets)

You can click on the count for user groups to see the full list of groups where the user is referenced.

From this list, you can click any specific group to navigate directly to that user group.

Note:

• Reassigning user groups is not mandatory unless it is a single-member (one-person) user group.
• Other critical references (like active tickets and SLA policies) are mandatory to reassign before deactivation.

Step 3: Choose How to Reassign References

Decide how you want to reassign the user’s references:

• Option 1: Reassign all help desk references to a single replacement user.
• Option 2: Reassign each reference type (tickets, policies, etc.) individually to different users, as needed.

If you change your mind and do not want to deactivate the user, you can cancel the process at any time by clicking Cancel.

Step 4: Start a Deactivation Example for a Specific User

Select the user you want to deactivate for this example.

Click on Deactivate to open the modal for this user.

In this example, the modal shows that there is only one remaining reference, which is an active ticket.

You can click the link associated with the reference to open and review that ticket directly.

Step 5: Reassign the Remaining References

In the deactivation modal, choose a new user to whom the active ticket (or other remaining references) should be reassigned.

Select the appropriate replacement user from the list.

After selection, confirm that there are now no references left for the user. The modal should indicate that all references have been reassigned.

Step 6: Review and Complete the Deactivation

Click Continue to move to the final confirmation step.

On the review screen, verify your reassignment schema—ensure that all mandatory references (tickets, SLA policies, etc.) are correctly reassigned.

Once everything is verified, click Complete Deactivation. The user will be successfully deactivated, and all their crucial references will have been reassigned, preventing orphan or ignored tickets and related issues.