This documentation supports the 21.05 version of BMC Helix ITSM: Asset Management. To view an earlier version, select the version from the product version menu.

Troubleshooting archiving of CI associations

When you archive tickets, the application archives only the ticket data and not any ticket CI associations. Therefore, you might encounter performance issues when you access an existing ticket that relates to one or more CIs.

Before you begin

You must have administrator access to the application.


Symptom

You encounter performance issues when you access an existing ticket.

Scope

You try to access an existing ticket that relates to one or more CIs.

Resolution

Important

The resolution works only if:

  • In earlier versions of the applications, such as incident and Infrastructure change, you have enabled archiving for a ticket type.
  • The ticket relates to one or more CIs.

Perform the following steps:

  1. Launch the browser and enter the URL: http://<hostName:portNumber>/arsys/forms/<serverName>/MSM:MigrationTasks
    where hostName is the name of the webserver on which Mid Tier is running, and serverName is the name of the server on which AR System server is running.
  2. In Task Tag Group, enter ITSM-CMDB Trigger Related Archive, and click Search.
  3. From the search results, , select the application that has a lot of CI associations. 
  4. From Migration Status, select Executing.
  5. Click Save.
  6. From the menu, click Home.
  7. In the navigation pane, click Applications, and then click AR System Administration > AR System Archive Manager Console.
  8. From Archive Policies, select Archive Legacy Unarchived CMDB Relationship to ITSM tickets.
  9. Click Enable Policy.
  10. Enter the number of days in the Age in Days box, and then click Apply.
    Age in Days indicates the number of days after which data is archived.

  11. Select the ticket for which you want to enable the archiving policy. For more information, see  Archiving data Open link .
    When archive runs, the application also archives the CI associations of the archived tickets.

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