Jitbit Helpdesk - Automation rule to delete old (closed) tickets. : Ideas forum

Implemented Suggested 7/29/2021 by Bruce Forbes

6

votes

Automation rule to delete old (closed) tickets.

In our business we have no need to keep closed tickets older than 2 years. They unnecessarily consume valuable database and disk space and on a few occasions have grown to consume almost the entire servers available space.

Manually deleting tickets has cost us many days work already. We tried creating an automation rule that would trigger on tickets that have not been updated in over 30 minutes then set the ticket criteria to be anything that has not been updated for 17520 hour AND current status is “closed”.

We’ve been told that automation rules do not apply to closed tickets so the only way to clean up old closed tickets is the manual method which of course is less than efficient.

Having a configurable, automated method to clean up old tickets would be a benefit to anyone running a ticketing system.

Thayer York 10/22/2021 2:40 PM

This would be incredibly valuable for those who have to set up records retention rules required by our organization. Manual cleanup is not only time intensive but prone to mistakes, leaving behind records that aren't in compliance with policy.

Thayer York 1/14/2022 6:25 PM

We have been looking at the new "delete old tickets" setting in version 10.2 and, while helpful, it is too global. We need to be able to set different ticket retention times based on category. Is it possible to add this to the new feature? If not we will continue to look at using the API to come up with our own solution.