Ticket Retention

1. On the top menu bar, click System Management ( ) > Administration tab > Ticket Management > Ticket Retention
2. On the Ticket Retention Summary page, in the upper-right corner, click Create New Ticket Retention Rule
3. In the Ticket Retention Settings window, enter the rule name
4. Click Save
5. To make edits, see Edit Rule, step 2, below

1. On the Ticket Retention Summary page, in the Name column, click name of the rule you want to edit

2. Edit the rule by adding or editing conditions

   2a: Purge tickets with these registration codes

   Choose the registration codes the rule deletes.

   1. To add a registration code to a rule, click +Add Registration Code
   2. In the Registration Code window, search, use the page links, or click to add a registration

    

   2b: Ticket status

   Choose the status of the tickets the rule deletes.

   The status of the ticket results from actions taken by users or your company’s auto processing rules. There are four ticket statuses, all of which are system defined. A status is either open (user can work on it) or closed (user cannot work on it):

   • Assigned (open): Ticket that has been assigned to a locator or contract locator
   • Closed: Ticket that is closed
   • In Ticket Folder (open): Ticket was placed in a folder by a user or an auto-processing rule
   • Pending Your Research (open): Research needed because no auto processing rules applied, no rules were recommended, or the ticket matches multiple rules

    

   2c: Ticket is days from

   Choose the number of days after the date in the Days From dropdown list to delete the tickets covered by the rule. The minimum number of days is 1,095 (3 years)

   1. In the Days box, type or click the arrows to choose the number of days. The minimum number of days is 1,095 (3 years)

   2. In the Days From dropdown list, choose the date from which the number of days starts

      Date from	Description
      Creation Date	The date ticket was created in the system
      Last Action Date	The date and time of the most recent action taken on the item
      Last Response Date	The date and time of the most recent response on a ticket

       

   2d: Exclude tickets associated with these forms

   Choose the forms associated with tickets you do not want deleted. The tickets based on these forms are not deleted

   1. To add a form, click + Add Form
   2. In the Forms window, search, use the page links, or click to choose a form

    

3. Optional. Rename the rule

   1. In the upper right corner, click Settings
   2. In the Ticket Retention Settings window:
      1. In the Name field, type the new name
      2. Click Save

4. Save the rule (or click Cancel to cancel the Process):

   • Save: Saves the rule as a draft without activating it (the rule will not be enforced)
   • Save and Activate: Saves the rule and activates it (the rule is enforced as soon as you save it)

Deactivating a rule means it is not enforced by the system.

1. On the Ticket Retention Summary page, in the Name column, click the name of the rule
2. On the Ticket Retention Rule page, at the bottom, click ...
3. On the Deactivate window, click Deactivate. Result: The rule is deactivated but remains on the Ticket Retention Summary page

To delete a rule, it must first be deactivated.

1. On the Ticket Retention Summary page, in the Name column, click the name of the rule
2. On the Ticket Retention Rule page, at the bottom, click ...
3. On the Deactivate window, click Delete