Autotask PSA: Why can't I inactivate or delete a non-system queue?

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Question

When trying to inactivate a non-system Queue, the Active check box is grayed out when in edit mode. Why is that?

Environment

  • Autotask PSA

Answer

You cannot inactivate or delete queues if they are selected to be actively used anywhere in PSA.

Common examples of this scenario are when the queues are selected on the following: 

  • Client Portal Request Type
  • Incoming Email Processor Mailbox
  • Add Ticket Email Service (ATES)
  • Tickets
  • Ticket Categories

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