What: Facility to safely archive and delete old tickets from the SMA-X Tenant (all types: Requests, Incidents, Problems, Change, etc.).
Why: Old tickets which have been closed for a long time are of limited or no value, but put unnecessary load on the database and forces users to use more complicated searches. It is best practice to keep an ITSM system lean.
How: The tickets (and all related records such as comments, audits, emails, etc.) are selected for archiving based on their maximum closure time (e.g. 3 years), are then first saved or exported somewhere, before being deleted from the SMA-X Tenant.