Open the Archived Incidents Component

There might be times when you need to reference outdated incidents to better serve your customers. In B2C Service, you can search for and view incidents that have been removed from your knowledge base and archived.

Before you can access the Archived Incidents component, the appropriate permissions must be defined in your profile. Customize navigation sets must be enabled, in addition to Incident Read permission. You must then add the Archived Incidents component to a navigation list. Contact your administrator if you are unsure of your permissions or this component’s location.

Note: Archived incident information is read-only and cannot be updated. In addition, you must perform a search to display and view archived incidents.

1. Click the navigation button that contains the Archived Incidents component.
2. Double-click Archived Incidents.

   The Archived Incidents component opens on the content pane. You can search for, view, print, and export incidents. No incidents display until you perform a search. See Perform a Basic Search for an Archived Incident or Perform an Advanced Search for an Archived Incident.