Summary: When a conversation is closed in AXP, the department associated with it is automatically removed. This means closed conversations will not appear when you filter the History tab by department — this is expected behaviour.
Permissions Required: Converser
Steps to follow
Go to the History tab in AXP.
If you are searching for a closed conversation, do not use the department filter — closed conversations have no department assigned.
Use other available filters (such as date range, or guest name) to locate the conversation instead.
If you need to identify which department a conversation belonged to before it was closed, check the conversation thread for any department-related events recorded prior to closure.
Common Questions
Q: Why does filtering by department in the History tab show no results?
A: When a conversation is closed in AXP, the system automatically removes ALL the department from that conversation. Because closed conversations no longer have a department assigned, they will not appear when you apply a department filter in the History tab.
Q: Is this a bug?
A: No. This is intended behaviour. The department is removed from a conversation as part of the closure process — when you confirm the closure prompt, the department association is cleared automatically.
Q: Can I still find closed conversations in the History tab?
A: Yes. Remove the department filter and use other filters such as date range to locate closed conversations.
Q: Why is the department removed when a conversation is closed?
A: AXP is designed so that departments are only associated with active conversations. When a conversation is closed, a confirmation prompt appears — proceeding through this prompt triggers the automatic removal of the department.