This documentation supports the 20.02 version of Remedy IT Service Management Suite.

To view an earlier version, select the version from the Product version menu.

Troubleshooting the Archiving process

When the archiving process is running slower or records are not moved to archive, verify the correct flag is set for the records, the required archiving policies are enabled, and table indexing is complete.

Records are not being moved to the archive

Issue symptom

The records that otherwise meet the archiving criteria are not being picked up in the archiving runs.

Issue workaround

Check the following points:

  • Is the Do Not Archive flag set on the record? If the Do Not Archive flag is incorrectly set, clear the flag.

  • Do the archiving logs show that there is an AR System error code against the record? The archiving process will not archive records that have AR System errors. If the logs indicate an error code, remove the cause of the error code and the archiving process will move the record to the archive the next time that it runs. You can turn on the Archiving Log from the AR System Server. 
  • Is the individual archiving policy that governs the related forms and records disabled in the AR System Archive Manager console?

Archive process is running very slowly

Issue symptom

For a single thread process, the archiving process is running slower than you would expect.

Issue workaround

This may happen because of a problem with table indexing (SQL queries run much slower on non-indexed tables). To check table indexing, turn on SQL logging. Before turning on logging, ensure that you configure the logging filter to pick up only SQL that was initiated by the user: AR_ARCHIVER. Check the log for SQL queries that are taking the longest to complete and then cross reference those queries with the tables they are running against. Ensure that those tables are indexed.

To know more about single thread execution, see  Remedy AR System server architecture and scalability Open link .

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