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Hi all, 

We are currently on v8.0 and have never used ticket archiving in our helpdesk, but are wanting to utilize that functionality. My question is whether the built in archiving function is best or would it be better to just create a new "Archive" queue? I'm not sure what benefits you actually get out of archiving and can't really find any documentation on it. However, I did see a suggestion in UserVoice that led me to believe that attachments are lost when you archive? That could be a deal breaker for us as a lot of our user's attach screenshots.

Any advice/input is appreciated!
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  • We do use the archiving option, in our environment tickets are archive once they hit 2 yrs of being closed. By then, it is most likely that the user computer go re-imaged or the problem got documented in to a KB.

    We decide 2 yrs, just in case we need to look back at it. The benefit of archiving is that our system got a little faster since all the archive records were moved to a different DB table.
    • Thanks for the response. So, how does that compare to using a different queue? I haven't poked around in the DB for some time. IIRC, all tickets are in the HD_TICKET table regardless of queue. Is that right? We have some major lag in our system, but mainly in the device inventory so I'm not sure that HD structure will help that.
      • Any active tickets are storage in the HD_TICKET table regardless of queue, that's correct.

        Once the ticket it is archived, they be moved to another table named ARCHIVE_HD_TICKET (I think that's the correct name), once tickets are move there, you'll see a big improvement in your box.
        When you view archived tickets, they will shown in a "text version" only,
        You can always manually unarchive a ticket if you need to by clicking on "Restore" on the bottom or the ticket. also, under service desk drop down menu, you'll be able to see all the archived tickets from all the queues that you have permissions. The archive tab can be turn on/off at the Role level.

        Sorry, I was looking for a video at the KKE that talks about this topic and how it does work and move to the different tables, but I couldn't find it. Hopefully this explanation help you.
  • That does help. Thanks, horacior. One more question though. What happens with attachments? As I mentioned in the original post, we have a lot of tickets with screenshots and such that would be good to keep.
    • Confirmed, Attachments are kept once the ticket is archived. I just tested and they all show up. I'm running version 8.0.320 too.
      • Awesome. Thanks, horacior. I'm going to explore that option some more.
  • Another benefit or archiving is that if frees up a license.

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