Remedy - ITSM - A related Work Detail archived record for an Incident in the Help Desk Archive form is not displayed

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    PRODUCT:

    Remedy IT Service Management Suite


    APPLIES TO:

    Remedy IT Service Management Suite Help Desk archived data - all versions.



    PROBLEM:

    After having archived Incident records from the HPD Help Desk form and checking the HPD Help Desk Archive form the information in the Work Detail tab is not displayed, why?

    Example:

         User-added image


    CAUSE:

    Associated data for an incident will be archived on its corresponding Archive form. This is working as designed.


    SOLUTION:

    We need to understand that when archiving data in ITSM (Help Desk in this case):
    - Archive forms will not display the data as it is in the main HPD Help Desk.
    - The data is archived on their own Archive form.
    - The Archive feature does not create a "mirrored" ITSM application with the archived data.

    For information about Archiving in ITSM please check:
    https://docs.bmc.com/docs/itsm2002/archiving-909628649.html 

    In this case, the Work Detail when created in the main Help Desk form is not saved in the table for the Help Desk but in the form called HPD:WorkLog
    Using workflow and table properties is how we see it in the HPD Help Desk form but the data is stored in different places.
    When the form HPD Help Desk is archived the HPD Help Desk Archive form retains the data stored in its table, mainly the Incident information details.

    The Work Details tab in the main HPD Help Desk form is a table called z2TH HPD Worklog pointing/using the HPD:WorkLog form and any record created on this tab will be stored by default in the HPD:WorkLog form.

    When the HPD Help Desk Archive form is created, retains the same properties for this table and this can be seen in DevStudio in the HPD Help Desk Archive form:

    User-added image


    The data will be present in the HPD:WorkLog_Archive form and not in the HPD:WorkLog form.
    This is the reason no Work Detail data is displayed, it is not expected and designed to show the data as it would be displayed in the "normal" HPD Help Desk form. Archive is not a second ITSM.

    This is working as designed.


    Article Number:

    000370205


    Article Type:

    Solutions to a Product Problem



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