You can run reports on Service Desk items as needed.
The appliance includes a set of pre-configured reports for Service Desk data.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
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A typical life cycle for tickets involves creation, resolution, archiving, and finally deleting. You can also “restore” a ticket as discussed in Restore archived tickets. Restoring tickets returns the ticket data from an archive table back into a transactional table for use, making ticket data available again in the Tickets tab.
Deleting tickets permanently deletes the ticket data from the appliance.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
2. |
NOTE: If you do not want to perform ticket archiving on a schedule, click Run Now to archive and delete tickets any time. This option affects all queues for which archiving is configured. Run Now is also available from each queue and uses the settings from that queue when archiving and deleting tickets. |
Run daily at a specified time, or run on a designated day of the week at a specified time. | |||||||||||
Run on the nth of every month/specific month at HH:MM |
Run on the same day every month, or a specific month, at the specified time. | ||||||||||
Run on the nth weekday of every month/specific month at HH:MM |
Run on the specific weekday of every month, or a specific month, at the specified time. | ||||||||||
Run according to a custom schedule. Use standard 5-field cron format (extended cron format is not supported): Use the following when specifying values:
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Click to view the task schedule. The Task Schedule dialog box displays a list of scheduled. Click a task to review the task details. For more information, see View task schedules. |
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Click Run Now to run immediately for all queues for which archiving has been configured. See Archive selected tickets. |
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Click Save. |
Ticket archival is enabled for the Service Desk or, if the Organization component is enabled, for the selected organization. However, you must configure specific queues to select the tickets that you want to archive. See Configure queue archive settings.
The Service Desk > Archive link appears on the left navigation bar.
When ticket archival is enabled, you can configure archive settings for each queue.
You have enabled ticket archival for the Service Desk. For information on enabling ticket archival see Enable ticket archival.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
2. |
In the Archive Preferences section, select settings for ticket archival. click the Settings link to enable ticket archival. |
The age of tickets to be archived. For example, if you select 3 months, tickets are archived when three months have passed since the tickets were closed. To prevent tickets in the queue from being archived, select Never. Archived tickets can be restored to the queue if necessary. See Restore archived tickets. | |
The age of tickets to be permanently removed from the archive. For example, if you select 6 months, archived tickets are deleted from the archive when six months have passed since the tickets were archived. To prevent tickets in the queue from being deleted from the archive, select Never. Deleted tickets cannot be restored to the queue. |
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Click Run Now to archive and delete tickets that meet the criteria specified in Archive Preferences. |
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