(2022.1) Service Desk Archive

The 'Service Desk Archive' process will move the values of fields on Requests, Estimates, Service Orders/Actions, Work Orders, Incidents, Projects, Problems, and Quick Ticks to an Archive table. This removes the foreign key references from the Service Desk record and allows the associated data like Contacts and Locations to be deleted from PCR-360. All value fields in the header, as well as UDFs for the given SD Item, will be copied to the Archive. Most child data will be copied as well, with the exception for the "Viewed" Service Desk Activity records which are ignored. The Service Desk Archive menu will allow a User to review any of the Archived records. Each of the Archived Service Desk types will be possible to view in the respective grid. For example, the Service Orders grid will send Archived records to the Main > Service Desk > Archive > Service Orders grid.

To navigate to the Service Desk Archive go to Main > Service Desk > Archive. Here the User will find grids for each of the primary SD items; Service Orders Archive, Estimates Archive, etc.

All of the relevant Service Desk items will have a grid of the Archived data. Items that have been Archived can be viewed in the grid, searched and filtered, have Perspectives set on them, and have a printout generated of them. There is no form for Archived Service Desk items.

Archiving Requirements

Only valid "End State" Service Desk records can be Archived. This means only Service Desk items that have a Status of Denied, Finalized (only if the record does not have Charges for Billing), Void, or Billed can be Archived.

Automatic Process

Before the Service Desk Archiving Event will be set to run interested customers must first contact PCR to set up a training session to ensure the customer fully understands how Service Desk Archiving works and the ramifications of turning on this automated process. This training session is similar to the Aging training for Services. When the Service Desk Archive Event is Active the Service Desk records will automatically Archive all elidible records according to the SERVICE_DESK_ARCHIVE_DAYS.

Manually Archive

All Service Desk items can be manually Archived using the Archive Eligible grid.

Archived Records

Once the Archive Process completes, the Archived Data will be removed from the current grid, and placed in the Archive version of the grid.  There is no way to reverse this process.  Some fields will be dropped during the process, such as "Attachments" and an added field of "Archived Date".  The only fields that are dropped from the original version of the record are fields that are not as useful in the context of being Archived.  All primary data related to the original record remains preserved.

'History Reports' cannot be run on Archive Grids, but a User can still utilize the Archive Log to view the Event that Archived the records.

Reporting on Archived records

Printouts

The Archived Service Desk Printouts will maintain the same formatting as the original records. The key difference is that if the Service Desk item is Archived, the QR Code (or barcode) in the upper right of the printout will be removed and in its place will be the word "Archived".

Reports

Archived items can be reported using the standard Grid reporting tools.

UDF retention

UDFs on the Service Desk item will be copied to the Archived record to maintain the data of the UDF when the record was Archived.

Archive Log

A record of the archiving appears in the Archive Log.