In InfoCapture, you can set an Archiving Age for different statuses in your project.
After this period has passed, tickets will be moved to the Archived status automatically and will no longer appear in the front-end ticket list.
Archived tickets remain accessible via Advanced Search or by using the ticket reference number. However, once a ticket has been archived, it cannot be restored to its previous state.
⚠️ We use this archiving process on Discover for our Support, Upgrade and Change request ticket.
If you are ever concerned that you cannot see a previous ticket you submitted, it has likely been archived.
See the section below for methods to access these.
Configure archiving age
From the admin side of your project, head to the Statuses tab.
In this example, the Asset Register form does not have an archiving age set for any status (Image 1).
Image 1
1. Click the pencil (Edit) icon next to the relevant status to set its archiving age.
2. Enter a value in the Archiving Age field in the pop-up window (Image 2)
3. Choose the day duration that best matches your form and your company processes.
Once a ticket has not been interacted with beyond this set duration, it will be archived automatically.
You can adjust the archiving age for a status at any time - just remember to click Save to apply your changes.
Please note: The system can’t apply an archiving age to existing tickets. Once you set an archiving age, tickets will only start to archive after that time has passed, regardless of when they were originally submitted.
If you have pre-existing tickets that you want to archive immediately, first set the age on the relevant statuses to 1 day. After 24 hours, every ticket in those statuses will be archived. You can then update the age to your preferred duration (e.g., 30 days) to ensure that new submissions are archived on the correct schedule.
Once a ticket has moved to Archived status, it cannot be reverted to an active ticket, but can be interacted with.
Image 2
Which status(es) should be archived?
Depending on the nature of your form, you should apply an archiving age to statuses that indicate the enquiry has been completed and can be marked as closed.
You may already have statuses titled "Completed" or "Closed", which are easy to identify and assign an archiving age to. However, any status that broadly fits this logic is suitable for assigning an archiving age.
In practise, a ticket in "New" status is unlikely to need an archiving age, as there are still ongoing tasks within the workflow. In contrast, a status such as "Application Approved" has likely reached the end of the required project workflow, so applying an archiving age would make sense.
In this example, the following statuses (Image 3) are the most logical options to be archived after a certain period, as no further action will be taken on the tickets.
💡Tip: Review the statuses in your project and group them into two categories: In Progress and Closed/Completed. Then, apply an archiving time period to all statuses in the Completed group. Once archived, these tickets will no longer appear in the front-end ticket list, freeing up space for new submissions.
Searching for an Archived ticket
Once the archiving age has been attributed to a status and the duration passes, tickets will auto-archive and not be shown in the active list of tickets from the front-end.
To locate archived tickets, you'll need to:
1. Search by ticket reference number from the front-end, returning the ticket with an Archived label evident.
2. Use the Advanced Search function to Include archived tickets.
(The option appears when at least one status has been given an archiving age).
