Howto manage data retention policy in Cloud Jira Service management.

[Anders Solhaug]

We use Cloud Jira Service management to manage our support requests. Our customers add descriptions and attach files to the tickets. These descriptions and files may contain Customer data that are covered by the EU GDPR.

• How long will the data be in stored Jira Cloud if we delete a ticket in Cloud Jira Service management? ( completely deleted in the system)
• Is there an easy way to automatically delete closed tickets after a predefined time period?
• Is there an easy way to delete all attachments in a closed ticket after a predefined time, but keep the ticket text?

[Trudy Claspill · Accepted solution]

Hello @Anders Solhaug 

I am not able to answer the question in your first bullet.

Regarding the second and third bullets you could use Automation for Jira to automate deletion of entire issues and deletion of just the attachments on an issue if you can specify a criteria for selecting the issues.

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

Automation can be set to run on a schedule and as part of that schedule you can specify a filter to select the issue you want to operate on.

https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Scheduled

You can then add an action to delete the issue entirely or an action to delete just the attachments.

https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Delete-issue

https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Delete-attachments

[Nic Brough -Adaptavist-]

On the first question, the answer is "none" - if you delete an issue it is gone, it's deleted at the time you choose to delete it.

Most of us strongly recommend not allowing delete permissions or functions to anyone other than administrators who fully understand the consequences.

Atlassian do keep backups, but these are intended for the recovery of swathes of Cloud sites in the event of a disaster, they're not good for restoring deleted issues.  I think they're on a 5 month-ish cycle (because they can't re-activate systems that have been unused and un-paid-for after about 5 months)