Archiving Tickets

OTRS can be used as an audit-proof system. In this case deleting closed tickets may not be a good idea. Therefore a feature has been implemented that allows you to archive tickets.

Tickets in closed states that match certain criteria can be marked as archived. These tickets are not displayed in ticket lists and not accessed by generic agent jobs. The system itself does not have to deal with a huge amount of tickets any longer as only the latest tickets are taken into consideration. This can result in a huge performance gain on large systems.

To use the archive feature:

  1. Go to the System Configuration screen.

  2. Search for the setting Ticket::ArchiveSystem and enable the setting.

  3. Go to the Generic Agent screen.

  4. Click on the Add job button in the left sidebar.

  5. Provide a name in the Job Settings section, and select proper options to schedule this job.

  6. Define the ticket filters in the Select Tickets section. It might be a good idea to only archive those tickets in a closed state that have been closed a few months before.

  7. In the Update/Add Ticket Attributes section, set the field Archive selected tickets to archive tickets.

  8. Click on the Save button.

  9. Run the job. The system will display all tickets which will be archived when executing the generic agent job.


Up to 5000 tickets can be modified by running this job manually.

Archived tickets can be still searched by using the search feature in the top of the page but they are not displayed in ticket lists and ticket list widgets. However, these lists and widgets have a filter in their configuration to display the archived tickets, too.

To display the archived tickets in a ticket list or in a ticket list widget:

  1. Open the screen configuration or the widget configuration using the gear icon in the top right corner.

  2. Add the Archive search filter.

  3. Select All tickets from the list.

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