Archiving closed tickets ensures consistent performance even as the number of tickets in the system grows over time. The Archival process moves closed Tickets out of the transactional ticket tables into a separate set of tables. This allows faster performance on actions and activities on active tickets and keeps the archived tickets available in the system for historical purposes and reporting. 

Archival Process based on Open 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. 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.

The following diagram illustrates the process of archival:

Viewing and Reporting on Archived Tickets

Archived tickets are not available in Standard Reports, Ticket Center, and the scratchpad workspace. You can perform the following actions on archived tickets:                         

• Retrieve through the new global search. For more information, see Global Search.
• Available in the interface as read-only, no action can be taken on the ticket other than copy to create new ticket.
• View and open other related objects to Archived Tickets such as users, attachments, related tickets, and knowledge articles.
• Archived tickets are available in Advanced Reporting from the Custom Cloud SM2 (Archived) domain.