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.
Requests that have been moved to the archived state (archived requests) will be removed from the current active requests list. These archived requests are considered as a separate set with separate search options and reports. The current active requests list, current active requests search option and the current active requests report will not include the archived requests.
The archived requests cannot be modified, deleted or moved back to the active state.
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,
To view the archived requests list, click on the Requests tab in the top header panel. Then click on Archived Requests link at the top right side, below date and time.
You can also view the archived requests by clicking on Quick Actions at the top left side and choosing Archived Requests from the drop down menu.
To configure Data Archiving,
Log in to ServiceDesk Plus using the Username and Password of the admin user.
Click the Admin tab in the header pane.
Click Data Archiving icon under the General block.
Click on the check box Enable Schedule Data Archiving.
Set the parameters of the requests that need to be archived
The Status of the requests,
Time of creation/closure of the requests,
Column Name, Criteria and Values for the specific requests that need to be retained, and
The Schedule Time for archiving process.
Click Save to save the set parameters. The archiving process takes place as per the configured schedule.
Request status reflects the current status of the requests that have to be archived.
Completed – Completed requests are those that have been resolved by the technicians and closed by the end user.
Resolved – Resolved status reflects the requests that have been attended and answered by the technicians but have not been closed by the end user.
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 are in.
Requests can be archived based on two factors of time:
Requests can be archived based either on the Created or Closed Time.
They can also be archived based on the Time Period during which they were created or closed.
Requests can be archived by selecting a combination of the above two factors. The requests Created/Closed before the configured time period will be moved to the Archived State during the next scheduled archiving process.
* For example, if the archiving is to take place on 2006-11-20 (November) and you choose “Closed requests”, “Closed Date” and “6 months” from the combo boxes, then the requests closed by the technicians as well as the end users before 2002-06-20 (June) would be archived.
* Similarly, if the archiving is to take place on 2006-11-20 and you choose “Any request”, “Created Date” and “1 year” form the combo boxes, then all requests created before 2005-11-20 would be archived irrespective of the state they are currently in.
A small check box Allow Exception is available in the Data Archiving. This option allows certain requests that fall under the archiving configurations to be retained in the current active request list without being moved into archived folder. It follows the OR condition where requests matching the any of the selected conditions are not archived.
Exceptions 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. The first 2 parameters are chosen from the drop down list box while the third parameter, an attribute of the first parameter, is chosen from the pop up window by clicking on the choose/pick value icon.
Multiple exceptions can be added to retain more specific requests by clicking on Add more exception or by clicking the add icon and providing the necessary parameters.
For example, if you choose the first parameter as “Priority”, the second parameter as “is”, and the third parameter 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 on the cross/delete icon.
Schedule the archiving process by entering valid data in the “date”, “hours”, and “minutes” combo boxes. This can be done by selecting the required date from the calendar pop up box, and the hours and minutes from the drop down boxes. This process can be executed on a daily basis at the scheduled time.
If you choose ‘2006-11-20’ from the calendar pop up box, ‘21’ from the hours drop down box, and ‘00’ from the minutes drop down box, then the Data Archiving process takes place at 9 o’clock in the night of the scheduled date and repeats everyday at the same time.