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Can you prevent individual incidents from being archived

Accepted answer
edited Apr 2, 2019 1:49PM in Agent Desktop 2 comments


Bypassing archive config settings


We have set our ARCHIVE_INCIDENTS settings to automatically archive after 6 years and PURGE_ARCHIVED_INCIDENTS after 8 years. I have however recently been made aware of a single incident from four years ago that is now subject to legal action. Our legal team have asked us to secure this incident and not delete it as would happen ordinarily. Is there a way to bypass the archive settings for individual incidents? These would always be closed out but we would just need to preserve the record.

Is there a known way of doing this? Can we use the rules for this?

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