How do I view archived incidents in a workspace?
Oracle Service Cloud, All versions
Since February 2015 all versions of Oracle Service Cloud (OSvC) have had incident archiving defaulted to 365 days to reduce database size. Although archived incident data is stored as XML outside of the database, there is a table which contains records of each incident archived.
Many useful fields are available to Analytics in archived_incidents such as:
- Date Created and Date Closed,
- Reference Number,
- Interface Id,
- Contact Id,
- Incident Id - While all incident data that joins to i_id is removed when an incident is archived, this field may be important to link external integrations with OSvC.
- Date Last Responded
Because these are the only fields contained in the database for archived incidents no other reporting on these incidents is available.
Since the archived incidents table contains contact id, a simple report can be made to show archived incidents by contact on a contact or incident workspace.
Simply create a new standard or quick search report and add the following fields:
archived_incidents.c_id (this field can be hidden),
archived_incidents.title (the original incident subject),
Set permissions appropriate to your business process, add a filter on contacts.email or incidents.c_id then save and name the report.
The report can then be added to a workspace or to the quick search reports in a navigation set.