After you review incidents and take the action that you want, you can archive the message. You can archive one or more messages from the Incident Manager page or one at a time from an incident's detail page.
See About monitoring and acting on incidents.
See Specifying where to save archived messages.
To archive incidents, you must have Full Administration rights or rights to view the specific content incident folder.
To archive incidents from the Incident Management page
In the Control Center, click Content.
Under Incident Management, select the folder that contains the incident that you want to review and archive.
Check the box beside one or more incidents that you want to archive.
To archive incidents from the Incident Management details page
In the Incident ID column, click on the incident number that you want to review and archive.
On the Incident Management details page, in the right pane under Incident Actions, click Archive.
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This will clear the history and restart the chat.