Technology Migration Requires
Archiving - We Take Over Your Legacy Ticketing System
 With AvenDATA: Preserve service processes and keep them traceable.

Von R/3 über ECC 6.0 bis HANA – wir archivieren SAP-Systeme aller
Generationen und Branchenlösungen – vom Bank Analyzer bis zum IS-U-Modul.

The Challenge
with Historical Ticketing Systems

Many companies face the challenge of decommissioning outdated or replaced ticketing systems such as Jira, SAP Solution Manager, OTRS or ServiceNow. This often happens as part of cloud migrations, software consolidations or ITSM restructuring. Simply shutting these systems down is not an option, since service tickets, change requests, incident logs and approval workflows are subject to documentation requirements both internally and with external parties.
Typical challenges with legacy ticketing systems include:
  • High operating costs: Maintenance, infrastructure and license fees consume significant budget on an ongoing basis.
  • Technical legacy issues: Outdated systems create security risks and complicate updates.
  • Resource demands: IT and support teams must continue to provide maintenance and access capabilities.
  • Audit requirements: Tickets may contain information relevant for audits or compliance reviews.
  • Data protection obligations: GDPR compliant retention and deletion are often no longer technically feasible.
The AvenDATA solution: With our web based archiving solution ViewBox we transfer your ticket data from systems such as Jira, SAP Solution Manager, OTRS, Remedy or Freshservice into a secure archive. Your legacy data remains fully accessible, audit compliant and independent of the original ticketing platform.

Proven Archiving Solution
with More Than 17 Years of Experience in Ticketing Systems and ITSM Platforms

At AvenDATA, the archiving of historical ticketing systems has been continuously developed and refined over many years and successfully tested in numerous customer projects worldwide. Our structured approach has proven itself in a wide range of scenarios, from preparation for IT audits to legally compliant documentation of past service processes.
At the center is our software solution ViewBox, a powerful research platform for archived data from decommissioned systems such as Jira Service Management, SAP Solution Manager, OTRS, ServiceNow or BMC Remedy.
ViewBox enables fast and audit compliant access for both internal departments such as IT, compliance or legal and for external auditors.
Many internationally active companies, including 50 percent of all DAX listed corporations, rely on our solution. Today ViewBox is in productive use across Europe, North America and Asia, stable, secure and flexible enough to adapt to organizations of any size.

Your Archived Tickets Secure and Traceable
in ViewBox

Even after your ticketing system has been decommissioned, for example Jira, OTRS, SAP Solution Manager, ServiceNow or BMC Remedy, your ticket data remains fully preserved. We transfer all relevant entries from incident, problem, change or service request processes, archive them in an audit compliant way and, if required, apply a digital signature for verification.
Our services at a glance:
  • Archiving of all relevant ticket data including status histories, timestamps and attachments
  • Audit compliant storage with optional digital signature
  • Optional: creation of reports and evaluations based on archived tickets
Even before the project begins we work with you to define which data areas should be transferred, for example ticket types, status histories, workflow logs or related files, and whether specific evaluations are required, for instance for audits, internal analyses or legal purposes.
In ViewBox these tickets remain available for years, searchable, traceable and fully documented.
If needed, individual reports can be generated at any time, for example for data protection requests, compliance evidence or contract documentation.
Whether for audits, internal inquiries or legal requirements, ViewBox ensures that your historical tickets remain structured, secure and accessible independently of the original system.

Fast Project Execution and Measurable ROI
– Even with Complex Ticketing Systems

The decommissioning of historical ticketing systems such as Jira, OTRS, SAP Solution Manager, ServiceNow or BMC Remedy usually takes only three to six months, depending on data structure, interfaces and data volume. Through our standardized approach we archive even extensive ticket data efficiently, transparently and in full compliance.
We have already completed projects with several million tickets, including structured data transfer, full status histories, attachments and optional report generation.
Cost savings from day one: Our clients benefit from noticeable savings shortly after project completion, particularly in license costs, system operation, maintenance and IT resource allocation.
In most cases the return on investment (ROI) is achieved in less than one year, driven by the complete shutdown of the legacy system and the sustainable relief of the IT landscape.

Ticketing System
 Analysis

The first step in archiving any ticketing system is a structured analysis of your existing platform. This provides the foundation for a reliable assessment of project duration, data volume and archiving effort, whether the system is Jira, OTRS, SAP Solution Manager, ServiceNow or any other ITSM solution.
We examine both technical and functional aspects, including:
  • Access options to the system or database
  • Structure, scope and volume of tickets such as incidents, changes and requests
  • Relevance and retention requirements of the information contained
  • Histories, workflows, attachments and interface dependencies
The results of this analysis are summarized for you in a binding fixed price proposal, including clearly defined services and a realistically calculated project duration. This gives you maximum planning and decision making certainty even before the project begins.

Ticketing System
 Project Archiving

After the system analysis the actual archiving project begins, professionally managed, transparently documented and designed to minimize the workload of your IT department.
In a joint kick off meeting we clarify all organizational and technical requirements. From that point on we take over the majority of operational tasks for you, including
  • Setting up database or API access
  • Exporting and transferring relevant ticket data including histories, comments and attachments
  • Optional: creation of individual reports or analyses based on archived tickets
  • Complete audit compliant documentation of all process steps
Our experienced project managers guide you throughout the entire project with clear communication channels, defined responsibilities and minimal resource requirements on your side.
The project concludes with a structured testing and acceptance phase to ensure that all tickets have been archived completely, correctly and traceably, fully audit compliant and accessible.

Ticketing System
Archiving Results

Once the project is complete all relevant ticket data from your decommissioned system, for example Jira, OTRS, SAP Solution Manager or ServiceNow, is fully and systematically transferred into our archiving solution ViewBox.
ViewBox is a web based research platform that allows authorized users to access archived service tickets, status histories, communication and attachments quickly, securely and in full compliance even years after the original system has been shut down, completely independent of the legacy platform.
Individual reports can be generated from the archived tickets if required, for example for internal analyses, legal documentation or data protection requests, without the need for active access to the original system.
After successful acceptance the legacy system can be fully decommissioned. At the end of the project you receive comprehensive project and process documentation that transparently records all steps, in particular:
  • the type and structure of the data transfer
  • the volume and source of the archived content
  • the tests and acceptance phases carried out
In addition, every project step is documented in an audit compliant manner in our Jira ticket system, from the initial export to final acceptance and, if applicable, deletion of the source system. This ensures that the entire process is traceable at any time, including for external auditors.
ViewBox The Research Platform for Archived Ticketing Systems
Access to service histories independent of the original system
With ViewBox AvenDATA provides a powerful web based solution for accessing archived content from decommissioned ticketing systems such as Jira, OTRS, SAP Solution Manager, ServiceNow, Remedy and other ITSM platforms.
Through an intuitive web interface archived tickets including comments, processing histories, attachments and escalation levels can be searched, analyzed and exported in a structured way, available anytime and worldwide.
ViewBox offers:
  • Fast access to individual tickets or complete ticket histories
  • Searchability of all archived content including statuses and workflows
  • Provision of structured reports for audits or internal analyses
  • Role based access for departments, IT, audit or external examiners
A Key Feature of ViewBox: Automated Data Deletion: Based on defined retention periods archived tickets can be deleted in a sustainable, rule based and traceable manner without any manual effort. This allows you to meet your GDPR and GoBD obligations in the long term while remaining fully audit compliant.
The underlying cloud infrastructure is ISO 27001 certified and undergoes regular security audits. As an alternative ViewBox can also be operated on premises depending on the security and compliance requirements of your company.
Learn more about ViewBox ...
ViewBox – Ihre Brücke
zu archivierten Ticketsystemen der Vergangenheit
Ob für Fachabteilungen, interne Revision, Datenschutzbeauftragte, Wirtschaftsprüfer oder Rechtsabteilungen: Mit ViewBox bleiben Ihre archivierten Tickets aus stillgelegten Systemen – z. B. Jira, SAP Solution Manager, OTRS oder ServiceNow – vollständig durchsuchbar, nachvollziehbar und rechtssicher verfügbar. Und das ganz ohne Zugriff auf das ursprüngliche Ticketsystem.
Ready for the
next step?
In a free expert session of about 60 minutes we analyze your ticketing system that is scheduled for decommissioning, for example Jira, SAP Solution Manager, OTRS or ServiceNow. We will show you live how to efficiently archive your ticket data and keep the information it contains secure, structured and usable for the long term.
In this session you will receive:
  • A precise alignment on data structure, fields to be transferred and the access concept
  • A live demo of our ViewBox archiving solution
  • An overview of how structured queries, ticket searches or reports can be created
  • A reliable estimate of effort, duration and costs for your archiving project
Transparency from the start: Our project proposals are based on clearly defined fixed prices with no renegotiations. Quality, reliability and fair value for money are at the core of everything we do.
Schedule your expert session & demo ...
Quick Answers to Your Questions –
 Personal and without obligation Regarding
ITSM and Ticket System Archiving

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