Case archiving and unarchiving

Service center user roles can be granted permission to archive cases. Case agents can archive only their own cases. Case managers and case administrators can archive cases that were added by any members from their service groups.

Cases can be archived and unarchived by these means:

Manually archiving: One or more closed cases can be archived from the Active Cases report and from the employee's Archived Cases list.
The automated case archiving utility: When automated case archiving is enabled, closed cases that are older than a specified number of days are automatically archived.
The manual archive utility: The configuration administrator role can manually archive cases by filtering a list of closed cases by date closed and by population.