incidents are missing ?

[lakng]

Hi

the user missing few incidents in service now and he told , those are gone into archive stage.

so i have searched for missing incidents in the archive incident table , but i didnt found any of these user incidents in archieve incident table?

how to resolve this.

[cmcclendon]

Make sure to clear the Active field when searching for the incidents, it is on by default on most menu filters.

Chris

[amaury]

Hi there,

Are you sure the incidents are in the archive incident table? Usually they are transfered there after 14 months old or so.

https://<YOUR INSTANCE>.service-now.com/ar_incident_list.do

https://<YOUR INSTANCE>.service-now.com/incident_list.do

you didn't find anything ?

if you still have one of the exact ICD number try searching in the global search.

Hope it helps

Cheers

[lakng]

why tickets which are open and modified in last 3-4 months moved to archived database

[amaury]

Sorry the 14 months were based on my instance.

For your 4-5 months, I guess an admin did modify the archive rule of your instance:

- in the navigation filter ==> System Archiving ==> Archive Rules.

For more information,  this link from product doc has it all.

Hope it helps,

Cheers