About 3 months ago, we had considered making a change to ticket custom views where 'status' would become a mandatory field. Subsequently, we heard from customers that there were significant reasons for wanting tickets in a custom view irrespective of their status.
Since then, we've taken time to understand this situation from multiple angles. Our motivations were to improve the overall experience without hindering any current use cases. So, we've decided to make a simple change in custom views to improve on performance. Henceforth, closed tickets will appear in custom views only up to 120 days after being closed. Tickets older than that will get archived. They'll still show up in the contact's detail page, the account's detail page, search results and reports, but not in custom views. For such archived tickets, if a customer responds to the ticket or if an agent changes the status from closed to open, the ticket will show up again on custom views.
Open tickets will appear on custom views irrespective of how old they are.
Likewise, the getrecords API will no longer query archived records, but there will be no such restriction for the searchrecords API.
This change will be rolled out in a month from now. This is just to let everyone know well in advance and to hear from the community. Feel free to comment on this post to tell us what you think.