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Troubleshooting the Archiving Operation

When an issue occurs while you are using the Archiving Operation, analyze the symptoms and causes. 

Before you begin

Before troubleshooting problems with the Archiving Operation, ensure that:

The following table describes the common problems that can occur when you use the Archiving Operation.

Action

Reference

To troubleshoot the issues during the startup of the Archiving Operation

To troubleshoot the issues when you run the Archiving Operation

To troubleshoot the issues with the Archiving server

To troubleshoot the issues with the records to be archived

Popular Knowledge Articles for Archiving

Diagnosing and reporting an issue

The following table describes the several tasks that can be reviewed to diagnose common errors and report the issues to BMC Support:

Task

Action

Steps

Reference

1

Verify server ownership of Archive Operation.

  1. Log in to the Mid Tier.
  2. From the Home page, navigate to Remedy Management Console > AR System Server Group Console > Current Operation Owner.
  3. Confirm that only one server owns the Archiving Operation.
  4. Confirm that at least one server owns the Archiving Operation.
  5. Restart the server in question.


2

Verify server ranking for Archive Operation.

  1. Log in to the Mid Tier.
  2. From the Home page, navigate to Remedy Management Console > AR System Server Group Console > Ranking
  3. Confirm ranking of Archive Operation for all servers.
  4. If any changes are made, click the Refresh ranking button to enforce those changes immediately without a restart.


3

Verify the archive policy.

  1. Open the BMC Remedy ITSM IT Home page.
  2. From the Application menu, select AR System Administration > AR System Archive Manager console.
  3. Verify that Age in days is either null or has a positive integer.
  4. If Age in days is any negative integer, change the Age in days to any positive value and click Enable policy.


4

Verify Archive Qualification.

  1. Using Dev Studio, open the form in question.
  2. Click on Definitions tab
  3. For the Parent form definition, check/validate that the Archive Qualification meets your requirement.


5

Restart the Server Configured for Archiving.

Restart the server.


6

Collect diagnostics.

Check the following logs for any errors:

  • API+Filter+SQL logs
  • Archive logs
  • Server Group logs

To learn more about enabling logs in a Server Group, see the Managing logs for server groups documentation.

7

Contact BMC Support.

  • After you obtain the information from the logs, validate the errors on a previous working configuration or another working system.
  • Open a new BMC Support Case and provide the preceding information along with the requested logs showing the behavior.


 

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