We've modified SHR:ConsolidateList to hold a great deal more information than the original form and use it to display the C/T/HTs in various places. When we archive, I also archive the related SHR:ConsolidateList entries otherwise I'd have them like orphans and they would display in tables. Why don't I delete them? I always thought maybe I'd need them someday to display in some other tables. Why delete them when they can just sit in an archive table.
I was recently looking at the Archiving in v7 and looking forward to it. Without rechecking the information more completely I got the impression that those SHR:C records would archive when the Tasks archive also. But I did do a test and you don't want to chose just 'Copy' when you archive. It just copies and copies and copies until you have no room left ! I just wanted to see if it worked and then went to a meeting ... lol ... when I came back it had demonstrated it many times! There has to be some humor to our lives. Susan On 4/19/07, Rick Cook <[EMAIL PROTECTED]> wrote:
I see what you're saying, Tim, but wouldn't the same effect on performance be noticed by simply putting workflow in place to delete Closed tickets from SHR:ConList, as most of us have done? And the HD/CM/TSK records are not copied in their entirety to SHR:ConList - just the gist of it. If, as in your case, that condensed data set is useful for reporting, then maybe archiving those records to another reporting form makes sense. If not, perhaps archiving and reports should be run against the base forms. Rick -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell Sent: Thursday, April 19, 2007 8:03 AM To: [email protected] Subject: Re: SHR:Consolidated List- Archiving. I disagree. When a Helpdesk or Change (Main Change or Task) request is created, a copy of that record is created in the SHR:ConsolidatedList (SHR:ConList) form. Out-of-Box, the Assigned Requests table (tbl_Requests) on the consoles are querying against the SHR:ConList form, and is qualified to show only "open" requests (Status < Resolved). Once a request is resolved, it is no longer displayed in the table. By rule, Resolved requests can be re-opened by support staff or the requester at any time. However, once a ticket goes to a status of Closed, by rule (enforced by filter) the ticket cannot be re-opened by anybody (except an Administrator). So Closed tickets being re-opened is rare since it is generally bad process AND regular end users are prohibited by filter enforcement. We archive off our SHR:ConList records where the status is Closed and it has been over 30 days since the Closed status was committed. We have had no ill effects as a result. As a matter of fact, we saw a marked increase in speed when loading the Assigned Requests tables on the consoles. The tables are qualified such that a table scan results when you refresh the Assigned Requests table, and now that we don't have nearly as many records for that scan to process, it's much faster. We did cover our bases and added a new filter that creates a new SHR:ConList record in the very rare instance that a Closed HD or CHG record is re-opened. HTH, Tim -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Vyom Labs - ITSM Support Sent: Thursday, April 19, 2007 10:29 AM To: [email protected] Subject: Re: SHR:Consolidated List- Archiving. I am agree that SHR:Consolidated list constitute the HPD:HelpDesk, CHG:Change, and CHG:Task, data the form is used for reteriving the data in the remedy requester and remedy support console's. Archiving the SHR:Consolidated list will have an effict on the consoles. thus archiving the form is not a good practice. Thanks, Neha -- [EMAIL PROTECTED] www.vyomlabs.com Consulting | Oursourcing | Training || BMC Remedy BSM | ITIL | IT Governance Den Fong wrote: > ** > Has anyone ran archiving on SHR:Consolidated list for ITSM 5.6? Are > there any issues with doing that? > > Den > __20060125_______________________This posting was submitted with HTML > in it___ ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
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