Idea ID: 1631898

Archiving function

Status : Delivered
over 3 years ago

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.



  • Great news, this idea has been accepted on our product roadmap, scope TBD. Subscribe to receive updates. (This is not a formal commitment, and subject to change)

  • One of our customer has recently asked about this functionality related to GDPR. They want to delete Requests that are older than 5 years.

    For this customer it's good enough to use a scheduled job running once a year, but we might get many requests with different requirement in the near future.

  • Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be reviewed by the product team.