Freshservice has released the ability to archive custom fields in a service item. I was hoping this would improve the agent experience when updating existing service items but was left disappointed. I am reaching out to the community to see if anyone has come up with a unique way of handling this.

Problem:

I want to keep historical data for service items easily accessible in the ticket so it can be referred to at all times in the state it was submitted. This is important to ensure we have an accurate record of what the requester selected, particularly around on and offboarding.

Archiving Fields:

I understand that the field is referenceable in analytics, but it does not help our requirements where agents need quick access to point in time information.

Service Item Maintenance

The workaround is cloning items here; however, this has the knock-on effect of needing to update business rules and workflows to point to the new item. Given there is no looping in workflow, I have a silly amount of nodes that require updating if I am to clone items everytime I need to make an adjustment.

I am very frustrated that submitted service items update after submission. This should really be a read only record from my point of view.

Has anyone found a nice way of balancing service item updates and keeping record data accurate?