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The archive feature was introduced in 9.0 release of the BMC Remedy Platform in tandem with technology refresh of the platform.

This feature allows you a convenient way to periodically store data from a main form to an archive form, this reduces the amount of data accessed during searches for starters, directly benefiting end user operations. Clear benefit of following the data retention discipline allows you to stay true to the new [better] numbers you get for use cases as experienced by the end user.  The data retention policy allows you to meet compliance needs of having latest data in your main forms for the said period. In tandem you can further increase the benefit when it comes to database size, by moving archived data out to a file system.

 

If you intend to look at the archived data, looking at it through the lens of KPIs is a good place to start. At this time the intent would be to look at aggregated report instead of looking at each ticket. This should give an opportunity to ponder on the decisions already made [maybe budget allocations on certain service types / problem areas] and the results of these.

Full catalog of reports which carry KPIs are available out of the box here.

 

Just in case, you want to go beyond these 24+ KPIs and setup your own KPI, the place to start would be by creating flashboard variables as explained here.

 

If you have to have an operational report that goes across data which is in the main form as well as the data that is in the archive form, you would quickly do so by creating a semantic layer, as explained below:

 

Once you have the semantic layer created, publishing a report which goes over the live data and the archived data, can be done using steps below. The steps / query cited below, will give us a report of critical incidents since 01 Jan 2013 till date [here latest 18 months(retention period) data is in main form while rest is in the archive form]

 

 

Steps to create Incident Management report which goes across the live data and the archived data:

  1. Create a report on Incident Management view.
  2. Select required fields in the columns section eg; Incident ID, Summary, Priority etc.
  3. Select Required fields in filter section (Assigned Group, Submit Date etc.)
  4. Click on Add Subquery from left aligned navigation panel
  5. Select Subquery type as Union and Style as Advanced
  6. Select Data Source as AR System and View as Incident Management Archive from drop down list
  7. Now add all similar fields from Incident Management Archive view and map it with respective fields from master form query
  8. Add similar filters as the master query and Save the query
  9. Now Go to Filter’s Advanced Setting and select Subquery filter tab from the top
  10. From the dropdown select operator as Link Filter and define a link to Master Query Filters, This will ensure same filter values are applied on both queries
  11. Perform further formatting changes in the Report if required and then activate the Report

 

The query would look like below:

 

SELECT DISTINCT

   `HPD:Help Desk`.`Incident Number`,

   `HPD:Help Desk`.`Description`,

   `HPD:Help Desk`.`Assignee`,

   `HPD:Help Desk`.`Priority`,

   `HPD:Help Desk`.`ServiceCI`,

   `HPD:Help Desk`.`Submit Date`,

   `HPD:Help Desk`.`Last Resolved Date`

FROM `AR System Schema`.`HPD:Help Desk`

WHERE (

   `HPD:Help Desk`.`Assigned Group` IN ('Service Desk')

   AND `HPD:Help Desk`.`Priority` IN ('Critical')

   AND `HPD:Help Desk`.`Submit Date` BETWEEN '01/01/2013 12:00:00 AM' AND '02/28/2019 11:59:59 PM'

)

UNION

SELECT DISTINCT

   `HPD:Help_Desk_Archive`.`Incident Number`,

   `HPD:Help_Desk_Archive`.`Description`,

   `HPD:Help_Desk_Archive`.`Assignee`,

   `HPD:Help_Desk_Archive`.`Priority`,

   `HPD:Help_Desk_Archive`.`ServiceCI`,

   `HPD:Help_Desk_Archive`.`Submit Date`,

   `HPD:Help_Desk_Archive`.`Last Resolved Date`

FROM `AR System Schema`.`HPD:Help_Desk_Archive`

WHERE (

   `HPD:Help_Desk_Archive`.`Assigned Group` IN ('Service Desk')

   AND `HPD:Help_Desk_Archive`.`Priority` IN ('Critical')

   AND `HPD:Help_Desk_Archive`.`Submit Date` BETWEEN '01/01/2013 12:00:00 AM' AND '02/28/2019 11:59:59 PM'

)