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The simple answer is yes, everything is stored in a database. If you are using OnDemand (aka Helix, RoD, and RaaS are the other names it goes by), you can put a ticket in for a copy of your database.
I would need far far more information than this to guide you to a solution that fits Your company’s needs, privacy, security, regulations, and policies.
With archiving and sun setting tools many customers choose to keep the data either Online or Nearline, few will keep it digitally offline.
Online tends to be the first go-to option, where the data which they legally are bound to keep and data which they want to use to report off of is consolidated into the new system and searchable, reportable just like all other tickets. While this tends to be the go-to option there are many factors which make this a poor choice for some companies the biggest factors being data quality and performance
Nearline, is actually where most companies land and is the best practice. This is where the data is still available real time but not stored in the same form as the current data. What I tend to do, bring up the entire arsystem database with read only access from the current system. If the current system is says a competitive product (no names), then I’ll create a view table and federate the data from the old to the new. for reporting I’ll create a join so that it is all seamless. Keeping it in a separate database allows the data to stay intact, keeps performance of the new system humming, allows you to transform and see data real-time but using a JIT method instead of it always being there. This method there is a small amount of maintenance to get it working, and a bit of one time extensions required to be configured in the new system to make this user friendly.
Digital offline, tends to be the most resistant however, unless you’ve used the same permission model, there may be privacy issues or regulations that could be violated by using the online or nearline method. Thus offline protects the Company. You can keep the data in its original database, build a process for people to request and justify the data needs. With each request an administrator can bring the old system online, query, then redact or mask data which is deemed as “sensitive” or “private”. So long as the system is not used in production (in any way) you could use and leave Remedy as is and have your DBA set it to read only; this is legal (assumes an OnPremise install not OnDemand). Those that chose this option tend to virtualize the application and database into a container so that the system is run on modern technology and can be viewed as it was designed (some regulations require this for up to 7 years).
There are are many other solutions, I’m just providing you samples of some of the common practices. you must assess the needs, regulations, privacy and sensitivity of the data, policies, and several other factors to properly chose what legally and functionally works For your company.
FYI I never use AIE as a solution.
Thanks a lot Marie, the information is really helpful.
I will discuss internally the options you provided and get back with details.
Suppose we go for the following solution will this be paid or part of support call?
Nearline, the data is still available real time but not stored in the same form as the current data. What I tend to do, bring up the entire arsystem database with read only access from the current system.
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The complete solution as outlined, is a paid engagement. BMC Software support provides the ability to archive into read only tables but that’s a partial solution (gets you about 40% of the way). Your DBAs can do the replication into a read only dB and automatically append the transactional logs everyday to keep it up; this is a pretty good solution but still missing the complete solution (gets you about 70% of the way) to join it back to ITSM and reporting.
I remembered an OLD program that was helpful years ago so I went on the hunt. You have to create a def of the form you want to archive and an ARX of all the data but then this presents it nice and pretty. So, if you're trying to save money and space, it may be an option to make it available.
Take a look at this:
Ok, thanks for spending time on this. I will check this out.
I am just an end user and not so technical to understand the link you have shared.
Are you employed at BMC and could you give me an estimate for the cost that BMC will charge for Archiving the data of one of the organizations we need to save for future reference from the Incident management console only.
Hope you got my point. Once I have the cost estimate I can suggest the same to Management for their decision to proceed on this.
Would you be able to co-ordinate for this ?