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 Closed Date > 13 months

The archival process is performed for each slice and the default archival period is 13 months based on ticket 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 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.

Data Archival FAQ

Why are we archiving the data?

Archiving is done to improve the performance of ISM application. It is to keep the current ticket data (<13 months) in Transactional Schema away from the older tickets.

All open tickets and tickets that are closed in last 13 months will be in your current Transactional schema. Any ‘closed’ tickets older than 13 months are moved to Archived Schema.

What’s the functional impact?

None. By archiving the data, you still have access to the archived ticket data. You can open the old ticket data like you always do.

However, when you want to run reports, it would pull the data from your current Transactional Schema, and it will not pull the data from the Archived Schema.  Pl see the specific question on the reports below.

How frequently it will be done?

It’s expected that we do the archival regularly - at least twice a year.  Archival activity is done in a scheduled maintenance window and will be appropriately communicated to the respective stakeholders.

Would I lose data due to archival?

No, you will not lose your data. Data is archived and not purged. It’s moved to the Archived Schema in your specific DB.  So, archived data would be always available in Archived Schema.

However, your current ticket data (all open tickets and tickets that are closed in last 13 months) will continue to be in Transactional Schema.

Would the archived data be available in Advanced /Global search?

Yes, the archived data will be available in Advanced /Global search as read-only

Would the archived data be available in Standard or Adhoc reports?

No, Standard or Adhoc reports will always render current transactional data only. If you need to report on the archived data, please use Advanced reports. Alternatively, you can access your data thru VPN connection. Pl contact Serviceaide Account Team.

Would the archived data be available in all existing Advanced Reports? if no how can I access my archived data in Advanced report?

No, the existing reports would not pull in the data from the Archived Schema when it run. It only pulls the data from current Transactional Schema only. You can create new report(s) to pull in the data from Archived Schema as needed.

What if I need both current transactional data and archived data to be available in my advanced report?

As a special case, ability to create combined report (both current transactional data and archived data) may be offered on approved request.