New Queue vs. Archiving
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 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. - horacior 4 years ago
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. - horacior 4 years ago