This documentation supports the 9.0 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

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

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

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

Notes

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record from the service request, the system will display a message telling you that the fulfillment record has been archived.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.

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Related topics

The following topics in the BMC Remedy ITSM 9.0 documentation space 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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