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This documentation supports the 19.11 version of Remedy Service Desk, which is available only to BMC Helix subscribers (SaaS).

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

Archiving Service Desk records

Incident requests and problem investigations records are automatically archived at regular intervals.

The Archiving process is enabled by default and runs every 24 hours, however, you can configure the frequency with which it runs. You can also disable the process. 

Click here for a detailed description of which forms are included in the Archive process.

Why archive?

Archiving data regularly provides the following benefits:

  • Reduces the size of your production data sets.
  • Improves overall system performance (for example, searches run more quickly, because searches only look at production data, not archived data).
  • Enforces organizational data retention policies.

When an archiving process takes place, it copies data from a production form and its associated forms to a set of corresponding archive forms and then deletes the data from the production forms. This work all happens within the same database. Later, you can remove older data from the archive form by performing an export process. Exporting data from the archive removes it from the database either by moving it to a .csv file, deleting it, or both. 

Archiving is not about backing up data. It’s about maintaining system performance and enabling record retention policies by removing obsolete records from the system. See here for more information about what happens to records when they are archived.

You can exclude individual records from being archived as described in Preventing a record from being archived in the Remedy ITSM documentation space.

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