How to archive tickets?
I have a few questions about Ticket Archival in the K1000 currently my organization does not archive its tickets and over the past year we have seen ticket searches and reports slow down some. I have seen that it is possible to archive old tickets but I am unsure how this is done. Also, I would like to know if we can still find archived tickets to reopen them and report on them. Is there anyone who does this currently?
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Posted by:
nshah
9 years ago
Yes you can turn on archiving by going to the Service Desk Module and Settings. At the bottom is the option to turn it and at what time to run the archiving schedule. I would recommend Friday at EOB for you.
Then you go into each of your queues and determine when to archive and purge. There should be drop downs there. Based on your schedule (friday at EOB), it would run and see if there are any closed ticket that are older then your drop down selection and move them to archive.
You can search and you can reopen if you need. An Archive section will appear under your Service Desk on the left hand side.
