Data Archiving
Data archiving enables the user to archive closed and/or resolved requests and move them to a separate storage state. It is most useful since thousands of accumulating active requests could hinder the performance of the help desk on a longer run.
Archived requests:
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Requests that have been moved to the archived state (archived requests) will be removed from the currently active requests list. The current active requests list, current active requests search option and the currently active requests report will not include the archived requests.
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The archived requests cannot be modified, deleted or moved back to the active state.
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Any reply to an already archived request will be added as a new request and not as a thread to the existing archived request.
To view Archived Requests,
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Go to Requests.
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Select Archived Requests from the filter drop-down.
To configure Data Archiving,
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Go to Setup
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>> Data Administration >> Data Archive. -
Choose the parameters for requests to be archived.
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Click Save. The archiving process takes place as per the configured schedule.
Request status
Request status reflects the current status of the requests that have to be archived.
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Completed: Completed requests are those that have been resolved by the technicians and closed by the end user.
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Resolved: Resolved status reflects the requests that have been attended and answered by the technicians but have not been closed by the end user.
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Any status: All requests in any state (open, closed, resolved, on hold, feedback, follow-up, and so on) will be considered for archiving. Choose the status of the requests that have to be archived.
Exclude Requests
This option allows certain requests that fall under the archiving configurations to be retained in the currently active request list without being moved into the archived folder. It follows the OR condition where requests matching any of the selected conditions are not archived.
Exclusions are rules that are defined by certain parameters. These rules can be configured by selecting parameters (Column Name, Criteria and Value) from the 3 combo boxes present in the feature. Enable the Exclude Requests checkbox and configure the exclusion criteria. The first 2 parameters are chosen from the drop-down list box while the third parameter, an attribute of the first parameter, is chosen clicking the field.
Multiple exclusions can be added to retain more specific requests by clicking .png?Policy=eyJTdGF0ZW1lbnQiOlt7IlJlc291cmNlIjoiaHR0cHM6Ly9kemY4dnF2MjRlcWhnLmNsb3VkZnJvbnQubmV0L3VzZXJmaWxlcy84NjYvMjUxNC9ja2ZpbmRlci9pbWFnZXMvU2NyZWVuJTIwU2hvdCUyMDIwMjAtMDItMTQlMjBhdCUyMDJfMDNfMDklMjBQTSgxKS5wbmciLCJDb25kaXRpb24iOnsiRGF0ZUxlc3NUaGFuIjp7IkFXUzpFcG9jaFRpbWUiOjE3NjQ5MjA3OTd9fX1dfQ__&Signature=ZRNJQ8aOclz2scQAMoThsCcKnmO8IK58Zo~YEybe7kXyNr-OfPJitYZckUT0TOIJKlAN2Ao02qKQZg6N8ftA9KCMZzGBNIRjUkldBID~IbGx1DZ62eQGfNk2pvOo-7QZkIUrbhnYB1I1aLhzITEYTQ0TvSomeLZMdTDkusVdMr9UI7pHFRT-EJHVhmuz6B0sQNLk37Lr7j~C1tsYy68L-rk9XXOeRaCbERgzud1GL0XOur0NIxywRRHoiin5o3prY38PUlCRRnUJQLAXq7bksykXBc4YY919DQiLqtik2QpR9oCscmlVaWxRkQ3UwzNDaj42M21QGaIlGERHpQaZ0Q__&Key-Pair-Id=K2TK3EG287XSFC)
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For example: If you choose the Column Name as "Priority", the Criteria as "is", and the Value as "High" from the pop-up box, then requests that have high priority will not be moved to the archived state.
An exception can be deleted by clicking 
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