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. |
In the Service Desk Configuration panel in the Queues section, select Modify configurations and preferences link. |
2. |
In the 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. |
3. |
4. |
Click Run Now to archive and delete tickets that meet the criteria specified in Archive Preferences. |
When Service Desk ticket archival is enabled, you can archive selected tickets as needed.
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. |
3. |
5. |
To access archived tickets, click Service Desk > Archive, then click the link for the ticket you want to view. |
Tickets that have been archived can be restored to the ticket queue as needed.
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. |
3. |
The ticket is immediately restored to the Tickets tab.
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. |
3. |
© 2024 Quest Software Inc. ALL RIGHTS RESERVED. Feedback 使用条款 隐私 Cookie Preference Center