Splitting up Attachements of Knowledgebase and Tickets on file-level
Idea shared by EL-Support - October 2, 2018 at 12:29 AM
Proposed
To follow all guidelines of the GDPR we need to delete all attachments in tickets after a given period of time (for example one month). So we wrote a script, that deletes all attachments in the smartertrack folder\attachments, which are older than x days. Right now this deletes KnowledgeBase-Articles-Attachements as well.
Please split up the attachment-folder of support tickets and knowledgebase-articles. This would improve the handling of those files very much.
We are aware of the function to automatically delete complete tickets after x days - but we want to view older tickets and use them as an internal knowledgebase for longer. Therefore this won´t help us.

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We have added this to our internal tracking system for further discussion.
Eric McCarthy
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Andrew Barker Replied
Employee Post
In reality, you should be deleting the tickets themselves because they contain personal information. This can be done by configuring how long SmarterTrack should wait to delete a ticket after it is closed. When the ticket is purged, the attachments are deleted.

This does bring up potentially needing to provide auto cleaning functionality for other areas as well, such as chats and call logs.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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