10 Replies Latest reply: Jan 17, 2013 7:50 AM by Jim Morgando RSS

Archaiving Remedy Help Desk Records and realated Tasks

Jim Morgando

What I need to know if anyone has Archived Remedy Help Desk Records and Related Tasks form one Server to another.

  • 1. Archaiving Remedy Help Desk Records and realated Tasks
    Andrew Bowyer

    Hi Jim,

     

    Good question.

     

    This has been a problem for some time.  The inbuilt archive feature operates at the form level and does not provide the ability to archive related items from other tables - and you know that already.

     

    Some SI's have developed solutions, and we have looked at some of them, I'm sure they work - but there are issues to think about.  Happy to talk offline in more detail.

     

    Cheers

    Andrew

  • 2. Re: Archaiving Remedy Help Desk Records and realated Tasks
    Jim Morgando

    Well, I think I have a sort of soluation for now and here it goes. I'm going to do a complete data dump from the production Remedy Server to the Archive Remedy Server this way all of the Realated items are still in tack. Then I ill go into Production and start deleting out Help Desk, Change Tickets and task ......  Then once a yr. or so In order to  keep the Releted tickets together I will use the Remedy import Tool to move the Records from one server to the other.  your thoughts.  HO! I'm also setting up a Remedy Reporting Server this way I can keep all of the users from running those big reports during the day.

  • 3. Re: Archaiving Remedy Help Desk Records and realated Tasks
    Andrew Bowyer

    Hi Jim,

     

    Yes - generally OK - but hard to say without some more info.  My (perhaps redundant) guidance would be this.

     

    * To get the report traffic off production and onto the copy - the copy must be up to date; and only lag by about 5 minutes.  To do this you need some kinds of near real time replication tool/db feature

     

    * The entire copy to the archive from production is OK, but you need to remember that some requests in production will "move on" and the copy of the item in the "copy db" will cease to be "the same".  So reporting from the copy will be inaccurate for recent items.

     

    * when deleting from production you clearly need to be careful that you don't (for example) delete all the tasks related to a problem or change that is still open after 12 months.... rare I know/hope... but I just thought I would make the comment that the deletion from production algorithim/query is not basic.

     

    Andrew

  • 4. Re: Archaiving Remedy Help Desk Records and realated Tasks
    Jim Morgando

    Yes, I agree with your comments Andrew. We are on new ground here. The way we have the system setup is that the Ticket cannot be closed until all task are closed. On the Reporting Server it will replicate each night with Production. The version of Remedy we are using there are not many options to use. Thanks, for your input.

     

    Thanks,

    Jim Morgando

    State of Illinois - Central Management Services

    Bureau of Communication and Computer Services

    Enterprise Applications & Architecture - Workflow

    120 West Jefferson, Springfield, Illinois  62702

    Office: (217) 785-6788

    Blackberry: (217) 720-9150

    jim.morgando@illinois.gov

    P Think Green.  Please consider the environment before printing.

  • 5. Archaiving Remedy Help Desk Records and realated Tasks
    Jim Morgando

    Andrew, thanks for the information. I think that the Help Desk and Change will not let you close the ticket unless all Tasks have been Closed first. we are going to set-up a Remedy Archive Server and do a complete data dump to start with, then I will be doing a yearly removal of tickets from production to the Archive Server. Still up the air as to how to do this and keep the relationships together. I thought about using the Remedy Import tool. What is your thought?  OH! We are now going to explore setting up a Remedy 6.3 server up on SQL 2008 so we can take advantage of the Replication for the Remedy Reporting Server .

  • 6. Archaiving Remedy Help Desk Records and realated Tasks
    Andrew Bowyer

    Hi Jim,

     

    Yes depending on how you have ITSM configured... the close you cite rule can be true.  But there is a little more to it than that.

     

    well, Remedy import is OK for ad-hoc stuff, but error handling is poor.  I think you will need something more sophiticated for volumes.  6.3.... HHhhmmm that's a bit old.   I'd be trying to get up to something more recent.

     

    Good luck

    Andrew

  • 7. Archaiving Remedy Help Desk Records and realated Tasks
    Matt Laurenceau

    (moving under Product Forums / BMC Remedy / Incident and Problem)

  • 8. Re: Archaiving Remedy Help Desk Records and realated Tasks
    Amyn NameToUpdate

    I'd be interested in finding out more about the reporting server.  We want to redirect all reporting requests to the reporting server instead of them being conducted on the production server.  Is there a way to do/configure this so that all reporting requests are run agains the reporting server without the necessity of the user having to login to a different server?  That is, execute the report while logged in to production but have the report actually run on the reporting server?

  • 9. Re: Archaiving Remedy Help Desk Records and realated Tasks
    Andrew Bowyer

    Hello, in the thick (windows) client there was a way to do this.  I'm not sure how it is done in the web client/mid tier.  Note that setting up a reporting replica will require remedy running on the replica - and that can be challenging depending on the DB replication tool you are using.  Possibly the least pain option will be DSO (but that's not what we used...). 

  • 10. Re: Archaiving Remedy Help Desk Records and realated Tasks
    Jim Morgando

    Well what I’m doing is first select the date range that you want to archive and then load them to a Remedy archive Server that is basically another Remedy server that will be the Archive server. So after that then all you have to do is to once a yr. or whatever your time line is go to production and select the date range you want to archive and copy them to the archive server and then go back to production and delete the records.

     

    Note: All Tasks must be closed and all tickets first, you can do this with Change, and Tasks as well.

     

    Thanks,

    Jim Morgando

    State of Illinois - Central Management Services

    Bureau of Communication and Computer Services

    Enterprise Applications & Architecture - Workflow

    120 West Jefferson, Springfield, Illinois  62702

    Office: (217) 785-6788

    Blackberry: (217) 720-9150

    jim.morgando@illinois.gov

    P Think Green.  Please consider the environment before printing.