Kace Ticket Archiving

Hello, we have been on Kace for about two years now. Complete total ticket count currently around 60,000.  We do not have the Archive ticket feature turned on at this time, and I know if i try i am going to get push back from the rest of IT. Has anyone noticed a significant performance increase by turning on the archiving? 

2 Comments   [ + ] Show comments
  • I am in a similar boat and would also like to know if archiving would speed up help desk searches. - JasonEgg 5 years ago
  • I don't have that many tickets but since the searches , unless global, are limited to the queue, having less tickets to go through makes the process faster. I keep tickets for 1 year in the queue and archive the rest.

    They can still search the archive by going to it but after a year it might be out of date.

    My argument is that if it that important, convert the ticket to a KB article as well and use that for reference. - nshah 5 years ago
    • nshah, I turned this on but it wont allow me to set a schedule in the settings page. Did you have that issue? - tramiksim 5 years ago
      • if you have rights to turn it on, you can then set a schedule. Helpdesk > Configuration> Settings to enable it and then set schedule

        Once that is done, you can go into the queue and set the drop drowns for archive and delete. - nshah 5 years ago

Answers (1)

Posted by: rrjustin 5 years ago
Senior Yellow Belt
Set ours to archive closed tickets after 1 month, and delete archived tickets after 6 months so I can't comment on performance as we don't have nearly that many in an active queue. Prior to the archive feature being available, I think the highest volume of tickets in our queue was around 45,000 and we were running on a physical server. We've since migrated to a VM with better hardware support, and enabled archiving.

If you have a legitimate business case to keep the tickets longer than 1 year, I'd say just set archiving to archive tickets older than 3-6 months, but do not delete them. If storage is your concern, you could just archive and then export the tickets to a csv as a backup.


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