Incident Data Archival and Removal - GoToAssist Service Desk

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Incident Data Archival and Removal

In order to improve the overall user experience and to expedite the speed at which the incident dashboard and search results load, GoToAssist Service Desk performs regularly scheduled (i.e., daily) archiving of historical incident data within our system. Incidents and their associated data (e.g., comments on incidents) that are older than 2 years from the date they were last updated are automatically archived and available in Read-Only format, however, agents can still use the "Search" feature to access their archived incident data.

Once incidents are archived (2 years after the date they were last updated), they will be deleted from our system 1 year from the date they were archived, allowing incident data to stay in our system up to 3 years from the date it was last updated.

While it is the incident and related data that becomes archived, this does not mean Service Desk users need to create a Knowledge Article for every incident. Service Desk users can get the most optimal performance and results by creating Knowledge Articles that document the most useful information, like the root cause of an underlying issue, pertinent actions and processes that lead to identifying a solution, and the solution itself.

The following are examples of the archival and removal process:

General FAQs

What data is being archived and eventually removed?

  • Incidents and their associated data (e.g., comments on incidents) that are older than 2 years from the date they were last updated.

What actions count as "last updated?"

  • De-linking a customer
  • Linking a customer
  • Closing an incident
  • Re-opening an incident
  • Any action that requires clicking Save on the incident page (e.g., adding a comment, adding a task, changing assignee/owner/status, etc.)
  • Any "mass action"
  • Any "trigger" action

What actions do not count as "last updated?"

  • Adding a tag
  • Removing a tag
  • Self-subcribing to the watchlist
  • Linking to another incident, problem, change, release, or knowledge article
  • Marking items as "Helpful"
  • Adding time

When does archiving begin? How often will it occur?

  • Service Desk will begin archiving incident data at the end of March 2017, specific date TBD. An archival script will be run daily.

Can I still view archived incidents?

  • Yes. You can search for archived incidents, and they will populate in your search results.

Can I edit archived incidents?

  • No. Archived incidents will be in read-only format, and only accessible in search results.

When does removal begin? How often will it occur?

  • Service Desk will begin removing incident data 1 year from the date it was archived. A removal script will be run daily.