HotSOS Open service order data retention policy

HotSOS voids service orders that have been open for 365 days without updates, considering them abandoned.

When you update a service order by adding a remark, changing trade, changing priority, or assigning it to a person or a team, you extend the service order’s life by 365 days. If no further updates are made or the service order is not marked as Closed, the systeml voids it. This does not affect HotSOS’s archive and purge settings.

An open service order is any order that is not marked as Closed. This includes orders with statuses such as No Attention, Notified, Started, Stopped, and Completed.

By voiding abandoned service orders, HotSOS can operate more efficiently and maintain relevant data.

Deferred orders

The system agent does not void deferred service orders.

Archiving of orders voided by the system agent

The system agent marks orders voided by the system agent for archiving immediately. Users still have access to orders manually voided for six months before they are moved to archived status.

Remark entry for voided orders

HotSOS adds a remark to orders voided by the system agent due to age.

Notification for voided orders

Users do not receive notifications when the system agent voids orders, unlike when users manually void orders. This also includes the Send Message on Event business rule. HotSOS notifies users when orders are manually voided.