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tickets are automatically deleted

atobias over 5 years ago

I recently noticed that closed/completed tickets seem to be deleted from the database at some point in time. I've not been able to find any documentation or information indicating when or how this happens. I know that they disappear less than a year after being closed because we've only been using SD for a year and tickets are gone. Is there a way to stop this automatic deletion, or to change the time frame, or to archive tickets somewhere else?

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atobias over 5 years ago in reply to Craig Wilson +1

As it turns out, there is a setting under Setup - Setup - Privileges - Requests Archive Requests: was set to yes And days closes was set to 180. Apparently this takes the ticket out of the visible list…

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0 Craig Wilson over 5 years ago

I don't know...but it looks like BruceM is looking into this for you......I'm tracking his progress in finding an answer....

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0 atobias over 5 years ago in reply to Craig Wilson

As it turns out, there is a setting under Setup - Setup - Privileges - Requests
Archive Requests: was set to yes
And days closes was set to 180.
Apparently this takes the ticket out of the visible list of tickets but it is still in the database.
I set this to "no" at least until I can learn how to access the "invisible" tickets more easily.
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0 kristapssukurs over 3 years ago in reply to atobias

I have encountered an identical problem.

I also had Archive Requests: was set to yes

Have you found an opportunity to unarchive tickets from DB?
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0 kristapssukurs over 3 years ago in reply to atobias

I have encountered an identical problem.

I also had Archive Requests: was set to yes

Have you found an opportunity to unarchive tickets from DB?
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0 strj500 over 3 years ago in reply to kristapssukurs

You may be able to modify the "archive" value to 0 in the database for the item:

update incident set archive = 0 where case_id = <case number>;

I would back up the DB before making any changes. I might suggest observing the state of existing tickets to confirm.
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tickets are automatically deleted

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