Inactivating Statuses

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  • Problem
  • Updated 2 months ago
  • Acknowledged
We are making some changes to our statuses, and as I was trying to inactivate some of the current ones, I noticed that there's a limitation that it can't be in use on a CTA.  I think this makes sense for any statuses that don't close the CTA, but for ones that do, I'm not sure that should be a limitation.  Ideally, I wouldn't have to move the CTAs in the closed status that I want to deactivate because I want to still be able to report on that status historically.  With a process change, it's not longer a valid option for the CSM moving forward, but it was valid prior to the process change, and I'd like the data to reflect that.  
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Heather Hansen, Champion

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Posted 2 months ago

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Aditya Marla, Product Manager

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Hi Heather,

Thanks for sharing this. If I understand correctly, you want to make a status (which is a close status) inactive...and to do that today you need to change the CTAs that have the status to something else? Agree, that we can allow making a status as inactive even if there are existing CTA's...and that status should not be allowed going forward.
Also, do you have any rules that creat/close CTAs with this status? What do you think should they be updated to / should they be explicitly changed by the admin before allowing deactivation?
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Heather Hansen, Champion

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That's correct.  I'm currently not using the statuses I'm removing in any rules, but I have run into that when changing Reasons, so agree that a notification that it's being used might be good.  Maybe another tab sort of like the Dependencies on the objects under Data Management?