Archive Data

Archive Data

Data archiving enables the user to archive closed or resolved requests, and move them to a separate storage state. Archiving requests positively impacts the performance of the help desk by preventing the accumulation of active

requests.
Role Required: SDAdmin

Configure Request Archiving  

To archive requests,
  1. Go to Setup > Data Administration > Data Archive.
  2. Choose the parameters for requests to be archived. Requests can be archived based on their status (closed, resolved, or any state), and the date they were created or closed.
  3. You can choose to exclude certain requests from being archived for the parameters set:
    1. Enable the Exclude Requests checkbox and configure the exclusion criteria (Column Name, Criteria and Value).
    2. Add multiple exclusions by clicking and remove them by clicking .
    3. For example: If you choose Criteria as "Priority", Condition as "is", and the value as "High", then high-priority requests will not be moved to the archived state.
  4. Click Save. The archiving process takes place automatically as per the configured schedule.

 

Archived Requests 

  1. Requests that have been moved to the archived state will be removed from the request custom views.
  1. Requests search option and requests report will not include archived requests.
  2. Archived requests cannot be modified, deleted or moved back to the active state.
  3. Any reply to an already archived request will be added as a new request and not as a thread to the existing archived request.
  4. To view archived requests,
    1. Go to Requests.
    2. Select Archived Requests from the custom view filter drop-down.

 


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