Archive Calls

[Paul Welby]

Hi,

My Manager has asked me if it's possible to archive SM calls and if this is possible, how do we go about doing this?

TIA

[James Ainsworth]

Hi @Paul Welby

Thanks for your post.  In a way, a closed call is an archived call.  Once a call has been set to being closed, it is no longer visible in most views, unless they are specifically searched for.

Is there something in particular you would like to see (or not see) on an archived call compared to a closed call?

[AlexOnTheHill]

Hello,

I was hoping to find some information about the archival of requests in service manager.

We are approaching a time when our data retention policy will start dictating the removal of records and we intend to use the cleanup utility to achieve this.

As this will be a destructive process, would the export utility allow us to keep archival copies if some of the removed records were needed for legal purposes?

[billster]

On 11/11/2024 at 08:53, AlexOnTheHill said:

Hello,

I was hoping to find some information about the archival of requests in service manager.

We are approaching a time when our data retention policy will start dictating the removal of records and we intend to use the cleanup utility to achieve this.

As this will be a destructive process, would the export utility allow us to keep archival copies if some of the removed records were needed for legal purposes?

Why not use the report tool to export the 'archived' requests and when you are happy with the exported data, delete the requests using the clean up utility.