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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.
What data is being archived and eventually removed?
What actions count as "last updated?"
What actions do not count as "last updated?"
When does archiving begin? How often will it occur?
Can I still view archived incidents?
Can I edit archived incidents?
When does removal begin? How often will it occur?