Archived Incidents
As customers submit incidents and staff members create incidents, which might have attachments and responses, your site’s database can grow very large, leading to performance issues.
To avoid these issues, B2C Servicearchives incidents automatically past a certain period of time after they are solved. Archived incidents can also automatically be purged (deleted permanently).
You can access data lifecycle management on the Agent Browser UI, which provides built-in policies to archive and purge unused or unrequired data automatically and periodically. See Data Lifecycle Management.
When working with custom attributes in archived incidents, it's important to remember that only non-encrypted custom attributes can be retrieved in archived incidents. See Overview of Custom Attribute Encryption.