/build/static/layout/Breadcrumb_cap_w.png

KACE Product Support Question


Kace Ticket Archiving

06/01/2017 2003 views
Hello, we have been on Kace for about two years now. Complete total ticket count currently around 60,000.  We do not have the Archive ticket feature turned on at this time, and I know if i try i am going to get push back from the rest of IT. Has anyone noticed a significant performance increase by turning on the archiving? 
2 Comments   [ + ] Show comments

Comments

  • I am in a similar boat and would also like to know if archiving would speed up help desk searches.
  • I don't have that many tickets but since the searches , unless global, are limited to the queue, having less tickets to go through makes the process faster. I keep tickets for 1 year in the queue and archive the rest.

    They can still search the archive by going to it but after a year it might be out of date.

    My argument is that if it that important, convert the ticket to a KB article as well and use that for reference.
    • nshah, I turned this on but it wont allow me to set a schedule in the settings page. Did you have that issue?
      • if you have rights to turn it on, you can then set a schedule. Helpdesk > Configuration> Settings to enable it and then set schedule

        Once that is done, you can go into the queue and set the drop drowns for archive and delete.

All Answers

1
Set ours to archive closed tickets after 1 month, and delete archived tickets after 6 months so I can't comment on performance as we don't have nearly that many in an active queue. Prior to the archive feature being available, I think the highest volume of tickets in our queue was around 45,000 and we were running on a physical server. We've since migrated to a VM with better hardware support, and enabled archiving.

If you have a legitimate business case to keep the tickets longer than 1 year, I'd say just set archiving to archive tickets older than 3-6 months, but do not delete them. If storage is your concern, you could just archive and then export the tickets to a csv as a backup.
Answered 06/23/2017 by: rrjustin
Senior Yellow Belt

  • This content is currently hidden from public view.
    Reason: Removed by member request For more information, visit our FAQ's.
  • This content is currently hidden from public view.
    Reason: Removed by member request For more information, visit our FAQ's.

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ