• Login to the Helpdesk is locked.

• All existing “Next Worker” assignments (tickets, tasks, … , opportunities) stay intact, but the worker is removed from the assignment dropdown everywhere else. This way no one can assign him more work. i.e. ‘John Smith’ will still be set as the “Next Worker” for tickets he was already assigned to, however his name will not be available to select from for tickets he is NOT assigned to.
• If the disabled worker was chosen for a ‘Worker’ custom field, that field will be unset (no selection). Just like “Next Worker”, ‘John Smith’ will no longer be a selectable option.

• Watcher (E-mail Notifications) and Home Notifications are turned off and they will not receive any notifications. You don’t have to disable each one by hand.

When to use

Workers can be re-enabled later and everything goes back to normal (with those couple of exceptions I noted). Even things like Workspaces are not purged and will be there in the ‘home’ menu upon returning. Basically take advantage of the disable function when a worker needs to take a leave of absence but is expected to come back to work one day.

But be careful if they are gone for an extended period of time. As mentioned before, tickets and tasks are not released back to the ‘anybody’ pool so don’t let them go unanswered. It’s very easy to forget about timely tickets since they don’t appear in the unassigned areas of the ‘mail’ section, like Workflow and Overview’s ‘Open’ sidebar.

Deleted

Ins & Outs

Deleted workers are pretty much everything disabled is, but permanent of course.

• Can no longer log in.
• Unlike disabled, all assignments (tickets, tasks, … , opportunities) are dropped.
• Any objects in the Helpdesk that utilize and display the worker id will lose their referential integrity in the interface. You will no longer see their name, and in its place will be a substitute to imply removal. Remember this only affects the owner label and the actual content and date of creation will NOT be purged. Here are some examples.

• Sticky Note -> (Deleted Worker). For whatever reason, Comments are attached to the address id and thus the owner label will not be wiped.