This documentation supports the 18.05 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

Archiving of service requests and work orders

Starting with version 9.0 of BMC Service Request Management, service requests and work order 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.

Note

Because the Archiving process is a function of the BMC AR System platform, you do not need to have the BMC Remedy ITSM suite installed for the Archiving process to run.

The following information is provided:

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 transactional 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. 

Note

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. Click here for more information about what happens to records when they are archived.

In BMC Service Request Management, the Archiving process archives data from the following main forms:

  • service request (SRM:Request )
  • work order (WOI:WorkOrder)



Notes

If you have Archive Admin permissions, you can see a list of the associated forms that are archived along with the main form by opening the main form in BMC Developer Studio (for example, SRM:Request) and then opening the Archiving tab.

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

Fulfillment records archived

In addition to archiving service requests and work orders, the Archiving process also archives fulfillment records (such as: work orders, incident requests, change requests, and so on) according to the archiving policies established for those records.

Depending on how the Archiving policies are configured in your environment, it is possible for a fulfillment record to be archived before the related service request is archived. When this situation occurs, you will still see a reference to the fulfillment record in the service request; however, any linking to the fulfillment record is disabled. If you try to access the archived fulfillment record from the service request, the system will display a message telling you that the fulfillment record has been archived. If you need to access the fulfillment record, you will need to contact a system administrator to have a report run against the archive that can pull the record for you.

Depending on how the Archiving policies are configured in your environment, it is possible for a fulfillment record to be archived before the related service request is archived. When this situation occurs, you will still see a reference to the fulfillment record in the Process View; however, the status of the fulfillment record shows as Archived and any linking to the fulfillment record is disabled. If you need to access the fulfillment record, you will need to contact a system administrator to have a report run against the archive that can pull the record for you.

Note

Attachments to Work Info records that are public and associated with fulfillment records are not available in the Service Request Activity log when the fulfillment record is archived before the service request. 

Related topics

The following topics in the BMC Remedy ITSM 9.1 documentation provide more information about how the Archiving process works in the BMC Remedy ITSM applications:

Archiving (describes Archiving concepts in the form of FAQs)

Archiving architecture

Managing the Archiving process policies

Preventing a record from being archived

Troubleshooting the Archiving process

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