Hello,
In line with GDPR, data shouldn’t be stored in systems outside of their retention periods.
I am looking to configure an auto delete after 1 year of the ticket being closed or resolved.
Has anyone been able to do this? If so can you share how you have done this?
Thanks,
Matt
+9Hi
Freshservice GDPR Assistant is an app available in the store, it will do what you want. There is a free one that doesn’t have a lot of downloads and then a paid one that has a lot of downloads, my assumption for the low downloads is because I have never seen the free one before until I specifically typed GDPR whereas I have seen the paid one multiple times for a bunch of different audit searches I have done. Can’t hurt to try the free one if price is a concern.
If you want to delete based on creation date you can very quickly do that with a scheduled workflow. Set the conditional as status includes closed, resolved with yes moving to an expression builder and the expression being expected output Boolean and something like {{ now.diff(ticket.created_at_iso, 'days') > 365 }} leading to a conditional that expression is true with yes action being to delete the ticket and email admin if wanted. (created below)
There is also an auto archive feature available that will Archive any ticket older then 365 days and make it read only (it will not delete it), which honestly from a reporting level is the better option as it keeps all your analytics true versus deleting them your analytics will always only have a one year life span and you would lose all over time trend improvements. (go to workspace or global settings and admin data archival)
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