How can I deactivate a Service Item so it can not be used to log Incidents anymore?

[philhubbard]

I have identified a very generic Service Item that is being used in place of better targeted services, I wish to disable / deactivate/ hide but not just delete as this could orphan the currently logged tickets(I think?)

Is there a way to hide this service from the help desk to prevent its future use?

[philhubbard]

The table is Service Portfolio [u_cmdb_ci_service_portfolio] 

The Service Item from this table is selected in the incident form as the affected service of the incident. 

It would be great if we could suppress services from the available services listed without deleting them. 

I guess this is dependent on whether the Active field has been setup.

[Himanshu Rawat4]

Hi,

I think this field is a reference field in your incident form. If you look into the incident table you will see the reference table (which is Service Offering) and you will also see the condition. If you modify this, it may solve the issue. You can use whatever status you thinks works best for your process.

I hope i understand your question.

Thanks.

[Venkat799]

Please try to add a reference qualifier and just exclude that item.

[williamsun]

Yes, this is the answer.

If I understand correctly, you have created a new field in your incident table, and this field is a reference field to your custom table, but since it's a custom field, it follows no out of the box rules.

You need to figure out what status you want to use, Decommissioned seems the best, and then add a reference qualifier on your incident field to filter out the "Decommissioned" records.

[Venkat799]

Yes, that's what I'm saying. In my previous reply, I already mentioned about decommissioning and in order sort it out from the incident I suggested the reference qualifier option.