Question
How can I decommission a helpdesk agent?
Answer
To decommission an agent while keeping the agent's name in historical ticket records, please follow these steps:
Set the agent’s account to Inactive:
- Go to Configuration > User Access & Roles in your Lansweeper web console.
- Locate the agent’s account under Users.
- Uncheck the Active box to deactivate the account. This prevents new assignments while preserving their name in historical records.
Verify Historical Ticket Data:
- After deactivating the account, confirm that the agent’s name remains in ticket comments, closures, and other historical records. Deactivating the account will not remove these details.
Please note that the inactive still appears as an assignable agent; Lansweeper does not allow the complete removal of an account if it is linked to helpdesk history. To work around this, you have two options:
- If the account can remain for historical purposes: Keep the account inactive (as described above) to retain records while freeing up the agent license.
- If the account must be removed: Transfer its agent data to another user. Some customers create a “dummy user” account to inherit data from removed users. This maintains database integrity while removing references to the old user account.
