ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Request status:
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
Request status reflects the current status of the requests that have to be archived.
� Completed – Completed requests are those that have been resolved by the technicians and
closed by the end user.
� Resolved – Resolved status reflects the requests that have been attended and answered by
the technicians but have not been closed by the end user.
� Any status – All requests in any state (open, closed, resolved, on hold, feedback, follow up
and so on) will be considered for archiving.
Choose the status of the requests that have to be archived are in.
Time period:
Requests can be archived based on two factors of time:
� Requests can be archived based either on the Created or Closed Time.
� They can also be archived based on the Time Period during which they were created or
closed.
Requests can be archived by selecting a combination of the above two factors. The requests
Created/Closed before the configured time period will be moved to the Archived State during the next
scheduled archiving process.
* For example, if the archiving is to take place on 2006-11-20 (November) and you choose
“Closed requests”, “Closed Date” and “6 months” from the combo boxes, then the requests
closed by the technicians as well as the end users before 2002-06-20 (June) would be
archived.
* Similarly, if the archiving is to take place on 2006-11-20 and you choose “Any request”,
“Created Date” and “1 year” form the combo boxes, then all requests created before 2005-11-
20 would be archived irrespective of the state they are currently in.
Exceptions:
A small check box Allow Exception is available in the Data Archiving. This option allows certain
requests that fall under the archiving configurations to be retained in the current active request list
without being moved into archived folder. It follows the OR condition where requests matching the
any of the selected conditions are not archived.
Exceptions are rules that are defined by certain parameters. These rules can be configured by
selecting parameters (Column Name, Criteria and Value) from the 3 combo boxes present in the
feature. The first 2 parameters are chosen from the drop down list box while the third parameter, an
attribute of the first parameter, is chosen from the pop up window by clicking on the choose/pick value
icon.
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