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Planview Customer Success Center

How to delete items from a drop down list for Product / Application when creating requests

QUESTION:
Marking options that are no longer in use with the preface 'zz_', but this approach clutters up the dropdown list.

Is it possible to actually delete or hide options from display? 


ANSWER:
Here are the different options one may choose based on the workflow/needs:

Option 1:

Creating Request Processing Rules and defining SLAs for the Initiatives
Pros of this concept: you can limit Application drop down to exactly needed number per Initiative
Cons: this needs to be done on each Initiative for which you need to log requests

1) Go to the Initiatives and in the Details section, click on "Request processing rules"
2) Create a new row, by double-clicking on the empty space at the bottom of the list.
3) Choose a Request Type and Select “SLA-based” for Request Cross Charge Type
4) Check all the boxes for “Track SLA”, “View in Client Portal”, “SLA required in Client Portal” (If needed for the client portal users), “Available to Enterprise users”, and “SLA required in Enterprise”
5) Click on the Add button
6) In the Initiatives page, click on “Request SLA”. Here you can assign Application(s) to the Request Type by adding new rows. Hit Save
7) Now for the selected Initiative and Request Type only limited number of Applications will appear on the list.

Option 2:

Creating Pre-populated Request Templates
Pros: You can preselect any number of fields on the template which leaves fewer fields to fill out when creating request – speeds up the process, makes sure that proper values are selected (maybe important for proper workflow…).
Cons: You may need to have multiple templates (per Customer, per Initiative or per Application…)

1) Go to Preferences in the tool bar
2) Click on Request Templates Tab
3) Right-click in the empty space and select “Create Request Template” from the sub-menu
4) Fill in the required fields, then hit save
5) In the pop up window, make sure you check the box “Prompt for request template”
6) Now users will be prompt with an option of using the template request.
*Users will still be able to choose another Application from the list if setup from option 1 is not in place