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

  1. On the top right, navigate to 
     → ServiceJourney
  2. On the left, navigate to 
     → Setup → Retention
  3. Click on the plus green button
    to add a new policy
  4. Fill out the form as appropriate
  5. Click Save
Rule NameName of the retention policy
ActiveIndicate if the retention policy is active or not
DescriptionBrief description of the retention policy
Case TypeCase Type code name where to apply the destruction rule. Example REQUEST.
ActionSelect the action.  Default options: Delete or Mark for Deletion
ValueAmount of retention increment.

Unit of retention amount. Default options: Hours, Days, Weeks, Months, or Years.

BasisIndicate the basis from where to count the increment. Default options: Closed (date closed) or Last Modified (modified date)


Case TypeActionValueIncrementBasisResult
REQUESTDelete90DaysClosedthe destruction rule will Delete all the Request cases older than 90 Days of the Closed date
ENQUIRYMark for Deletion6MonthsLast Modifiedthe destruction rule will Mark for Deletion all the Enquiry cases older than 3 Months of the Modified date
COMPLAINTDelete3YearsClosedthe destruction rule will Delete all the Complaint cases older than 3 Years of the Closed date