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Title
Archive User Accounts -
Description
When users are removed from the system, there is an option to archive their accounts prior to deleting them and they are maintained on the appliance in read-only mode.
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Cause
User archival allow Administrators to disable user accounts and maintain their ticket associations and ticket history, to keep a proper audit trail and avoid orphaned tickets. Archive users both from the User Detail page and the Users list.
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Resolution
In order to archive user accounts, user archival must be enabled on the General Settings page.
1. On the left navigation bar, click Settings | Control Panel | General Settings > Set data retention and archival
1.1 Enable User Archival by clicking the checkbox
Indicate retention rules by choosing maintain Service Desk ticket and asset associations with archived users. Set each of the Ticket Associations and Asset Associations fields to one of the following options:
- Maintain Users: Select this option to continue to associate tickets or assets with archived users. With this option the configured Archive Tag appears next to the archived user name, to indicate that the user is no longer active.
- Remove Users: Select this option to remove all ticket or asset associations with archived users.
2. After User Archival is enabled, go to Settings > Users
3. Complete one of the following steps:
- On the Users list, select one or more user accounts to archive and select Choose Action > Archive (Archive option under “Choose Action” will not be displayed if “Enable User Archival” is not enabled – Settings | Control Panel | General Settings)
- On the Users list, click the name of the user to archive, then select Archive
- On the User Detail page, click Archive at the bottom.
4. In the dialog box that appears, determine manager to be reassigned to or leave unassigned; then Confirm.
5. To review the details for an archived user, on the Users list, in the Name column, click the user name.
The User Details page appears, showing the user details in read-only mode.
IMPORTANT NOTE: Archived accounts cannot be changed, user archival is an irreversible process. Archived user accounts can only be deleted.
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Additional Information
Archived user accounts are maintained on the appliance in read-only mode. If a user account is archived, and then added to appliance again, a new user account is created, while the archived account is maintained until being removed. If a user account is created on the appliance without updating the organization's Active Directory, an LDAP import results in a new user account, that is not associated with the previously archived user.
