Troubleshooting archiving startup issues

1

Review the Archiving setting in the Server Group.

2

Review the Run Every Interval setting for archiving.

Cause:

The Run Every Interval setting has been modified from a default value of 24 hours to an unusually large value, which causes Archiving to run so far in the future that it seems like it isn’t working.

Resolution:

From the AR System Archive Manager Console, change the Run Every Interval setting to a value within the range of 12 to 24 hours. The default value is 24 hours. 
For more information, see Managing the Archiving Policies.

3

Review the Archive Policies.

Cause:

If the Archive policy is disabled, the archiving process for a group of records does not start. The Archive policy might get disabled after a data backup/restore, a recent change, or a brief alteration during a routine maintenance operation.

Resolution:

1. On the AR System Archive Manager console, check the list of the Archive Policies for the components to be archived. Ensure that the policy is enabled and that a positive integer is entered in the Default Policy Age In Days field.
2. Review the Archive logs to ensure that there are no errors present in the logs and the policy is being evaluated correctly on the next run. The logs can be found on the AR System Archive Manager console. For more information, see Managing the Archiving Policies.

4

Review the qualification of the Archive policy.

Cause:

Each policy has a qualification. The policy evaluates each record based on the qualification in the parent form. For example, the Incident Management Archive Policy is defined through the HPD:Help Desk form, which has a qualification that has the operators as Status and Do Not Archive, in addition to the Create Date field, which is the default for all Archive Policies. All three fields have to meet the defined criteria. The policy must not have qualifications that are too restrictive such as ................

Resolution:

1. In the HPD:Help Desk form, modify the qualifications to be less restrictive and meet the requirement of your data archiving criteria. For example, ...........
2. Enter the following URL to open the HPD:Help Desk form:
   http://<servername>:<port>/arsys/forms/<serverName>/HPD:Help Desk
3. Check the Archive Qualification in the Parent form definition.
4. Modify the qualifications to be less restrictive and meet the requirement of your data archiving criteria. For example, ...........
   
   A developer can modify the form definition in Base Development Mode. However, all the changes made in Base Development Mode will be lost during an upgrade. We recommend that you only increase and decrease the number of days through the Archive Management Console. For more information, see Managing the Archiving Policies.

5

Review the associations of the Archive policy.

Cause:

If the group of records in question are children records, and the parent records are being processed, you should check whether the association objects are configured correctly.

Resolution:

• Ensure that an association object is created and enabled for the records in question. Also ensure that the correct cardinality is configured, the primary form is selected, and that the correct field mappings are configured. After the association object is configured, ensure that the parent form properties show the new entry in the Associations to follow for Archive section.
• If the archiving process has already started and the parent records have been archived, you will get some orphaned children records. Delete these records.

6

Review the server rankings.

Cause:

To configure the Remedy ITSM, in the AR System Server Group Operation Ranking form, the AR Administrator ranks the servers from 1 to n to determine the sequence of operations on the servers. Archiving will not work if no server is ranked for archiving.

To check whether any servers are ranked for archiving, navigate to the AR System Server Group Operation Ranking form, and run the query Operation = Archive. If the search results do not produce any records, or if the records that appear in the search results do not have a rank configured, the server is not ranked for archiving.

You can also check the server rankings via the Current Operation Owner application in the Remedy Management Console.

Resolution:

1. On the AR System Server Group Operation Ranking form, rank any one server as 1 for Archiving, and save the record.
2. Click the Refresh Ranking button on the page. For more information about how to configure archiving, see Remedy ITSM - Archive best practice.

7

Check that the Server Group Coordinator is working.

Cause:

In certain busy environments, the server that is acting as the Server Group Coordinator might start having issues causing the server group operations to not process correctly. This issue might manifest with other symptoms from other server group operations, like Escalations or Approvals, and can cause the Server Group Coordinator server to become non-responsive.

Resolution:

Restart the AR System server that is acting as the Server Group Coordinator. For more information about troubleshooting and a hotfix for this issue, see the knowledge article KA000219708 in BMC Communities.

8

Check that the server ranked for Archiving is running.

Cause:

The server ranked for Archiving Operations is not running. If a server ranked greater than 1 is performing the Archiving Operation, the server ranked 1 might have an issue. Confirm that an issue exists by performing either of the following actions:

• In the Remedy Management Console, check whether the server ranked 1 is set as the Current Operation Owner.
• Enable the Archive Logging and examine the output in the log.

Resolution:

This error is usually caused when the server ranked 1 is facing any issues. Check and troubleshoot the server ranked 1 for all the issues by analyzing the armonitor.log file. Also enable the Server Group log for each system, and analyze the logs.