Retention policies

The Retention module provides destruction rules for cases and emails messages. An administrator can set retention policies that will help organizations reduce their database size and be compliant with regional privacy laws.

The longer a solution runs, the more likely it is to accumulate data that is no longer relevant. For example, email records from two years ago are typically not important for an agent to know about when resolving active customer issues. Old data may eventually cause performance issues by consuming system resources and slowing down queries and reports.

Steps to configure

On the top right, navigate to
→ ServiceJourney
On the left, navigate to
→ Setup → Retention
Click on the plus green button
to add a new policy
Fill out the form as appropriate
Click Save

Field	Description
Rule Name	Name of the retention policy
Active	Indicate if the retention policy is active or not
Description	Brief description of the retention policy
Case Type	Case Type code name where to apply the destruction rule. Example REQUEST.
Action	Select the action. Default options: Delete or Mark for Deletion
Value	Amount of retention increment.
Increment	Unit of retention amount. Default options: Hours, Days, Weeks, Months, or Years.
Basis	Indicate the basis from where to count the increment. Default options: Closed (date closed) or Last Modified (modified date)

Examples:

Case Type	Action	Value	Increment	Basis	Result
REQUEST	Delete	90	Days	Closed	the destruction rule will Delete all the Request cases older than 90 Days of the Closed date
ENQUIRY	Mark for Deletion	6	Months	Last Modified	the destruction rule will Mark for Deletion all the Enquiry cases older than 3 Months of the Modified date
COMPLAINT	Delete	3	Years	Closed	the destruction rule will Delete all the Complaint cases older than 3 Years of the Closed date