This is a public Forum  publicRSS

Topic

    Clemens-Christoffer Meyreiss
    How to export archived incidents programmatically?Answered
    Topic posted May 24, 2018 by Clemens-Christoffer MeyreissWhiz 
    190 Views, 9 Comments
    Title:
    How to export archived incidents programmatically?
    Content:

    Hi,

    there are 3 million archived incidents in the site and we need only some of them. Some could be purged, some not. But the purge setting will delete all of them.

    What we would need is a selective purging of archived incidents. This seems not possible. Any ideas would be very welcome.

    However, we could export those incidents and keep them elsewhere and purge them earlier from Service Cloud. But how is it possible to export 3 million archived incidents programmatically?

    The UI allows to export 100 archived incidents at a time and the archived incidents are stored as XML files on the server. But is there a way to do it programmatically through an API? The archived_incidents table contains some data, but not the thread. Are these XML files accessible anywhere?

    Best regards,

    Clemens

    Version:
    18B

    Best Answer

    Nivedhitha Sundaramurthi

    Hi Clemens,

    Thanks for your post. The selective purge of archived incidents capability is made available in May 2018 release. More details can be found at : https://documentation.custhelp.com/euf/assets/devdocs/cloud18b/olh/Service/topicrefs/t_Delete_an_archived_incident.html?hl=archived

    Hope this helps. Please write back if you have any questions.

    Thanks!

    Answer

     

    • Luuk

      Did you try the SOAP API/REST API to retrieve the incidents?

    • Clemens-Christoffer Meyreiss

      Could you please hint me to a method or object in the API which to use for this (archived incidents)?

    • Luuk

      Maybe you can create a report and retrieve the report data via the api?

    • Edson Junior

      As now, the only way to export the archived incident is via ,NET console.
      There is an API (ArchivedIncident) to read data from the archived_incidents table to retrieve information about archived incidents, but per my understanding, you're looking for how to export which is not available through APIs.

      Thanks,
      Edson

    • Clemens-Christoffer Meyreiss

      The archived_incidents table does not contain the incident thread.

      I am looking to export the complete content of the archived incidents.

      Best regards,

      Clemens

    • Nivedhitha Sundaramurthi

      Hi Clemens,

      Thanks for your post. The selective purge of archived incidents capability is made available in May 2018 release. More details can be found at : https://documentation.custhelp.com/euf/assets/devdocs/cloud18b/olh/Service/topicrefs/t_Delete_an_archived_incident.html?hl=archived

      Hope this helps. Please write back if you have any questions.

      Thanks!

    • Clemens-Christoffer Meyreiss

      Thank you, Nivedhitha!

      But there is not an API for this feature yet?

      I would believe that if you delete a row from the archived_incidents table (if at all possible) would not remove the archived incident XML file from the Service Cloud server? So it is not a simple as to delete rows from that table, I believe.

      Best regards,

      Clemens

    • Nivedhitha Sundaramurthi

      Hi Clemens,

      There is no API as of yet for this feature.

      Also, the selective purge of archived incidents feature will delete the rows from the archived_incidents table and also remove the respective XML files for those incidents.

      Thanks!

    • James W.

      We have a high volume of Incidents, more than 1 year of data causes performance issues. Also there are legal requirements to keep the data for 7 years. In addition our legal team regularly sends us requests that require searching through the body of emails.

      • Pulling a single Incident with the REST API can easily be 10+ calls
      • SOAP is still several calls
      • When the data is spread across multiple calls keeping the data straight locally becomes even more complicated.
        • I've already started down this path then waited for 18B only to find it doesn't meet my needs.
      • The archived incidents XML format file would meet my needs locally
        • Really prefer a more .NET friendly XML 1.0 version instead of 1.1
      • The current option would be someone manually downloads 100 at a time when our volume is 15-20k / day 

      The archive incidents table would a good "driver" table to know what has been archived but we really need the ability to automate this process.