...
| Info | ||
|---|---|---|
| ||
After your first archival, if you want to report on the archived tickets you need to reach out to the Serviceaide technical support team to request a new Advanced Reporting domain created. This new domain, named Custom Cloud SM2 (Archived), will show all archived tickets. |
Archival Process based on
...
Closed Date > 13 months
The archival process is performed for each slice and the default archival period is 13 months based on ticket opened date. For example, a ticket was opened on the 2 January 2016 and later closed. The archival process that runs on the 12 February 2017 archives the closed ticket. Open Tickets will not be archived, regardless of their creation date. Closed tickets that meet the archive criteria but have related tickets that are open will not be archived. Closed tickets that meet the archive criteria and have related closed tickets regardless of related ticket opened date will all be archived.
Archival Job runs periodically on the second Saturday of the quarter and will consider tickets tickets created between the last day of the previous month and last 13 months old.
The following diagram illustrates the process of archival:
Archival Process based on Closed Date > 13 months
Based on customer input there is a second option for the archival process. This process is based on a default archival period of 13 months from the closed date. date. For example, a ticket was opened in 21 December 2015 and closed on 2 January 2016. The archival process that runs on the 5 February 2017 archives the closed ticket. Open Tickets will not be archived, regardless of their creation date. Closed tickets that meet the archive criteria but have related tickets that are open will not be archived. Closed tickets that meet the archive criteria and have related closed tickets, regardless of related ticket closed date will all be archived.
Archival Job runs periodically on the second Saturday of the quarter and will consider tickets tickets closed between the last day of the previous month and last 13 months old.
...