Can't really blame management for that for reasons of liability.. If what you are supporting is a B2C environment, where the customer is external to your organization, there is a possibility the customer could call back regarding an event that is related to the incident that may have occurred 2 or 3 years ago. If an external customer does call citing previous incidents, it would be useful to have their claims cross verified with previous records rather than take their word for it, as in some occasions such calls could cost servicing the customer, money which may or may not be billable, depending on a previous record of that problem (good example is when warranties/guarantees for previous repairs/fixes are in effect).
It is nice if these can be archived for a reasonable time frame. Lots of financial organizations keep their information available for 7 years for legal reasons. So archiving instead of deleting may be a smarter option for a lot of businesses. At least that way there is no direct performance hit to the actual incident or problem table. The archives could then be deleted after a reasonable time frame such as 7 years or so. Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]]on Behalf Of LJ LongWing Sent: Monday, June 07, 2010 10:57 AM To: [email protected] Subject: Re: Deleting Remedy Records Specifically Incidents and Their Audits ** There is nothing other than management paranoia. I have worked in shops where management is paranoid to not have EVERYTHING that ever happened available to them.. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Kevin Begosh Sent: Monday, June 07, 2010 8:39 AM To: [email protected] Subject: Re: Deleting Remedy Records Specifically Incidents and Their Audits ** well that kind of what I was thinking as well. I have a customer who wants to only keep 12 months of incidents and wants to delete the rest out of the system. So why would I not just delete the incidents and everything else related to them, including associations, worklogs, audits etc... On Mon, Jun 7, 2010 at 9:28 AM, Donald Morton <[email protected]> wrote: ** Why is it bad to delete them? Sent from my iPod On Jun 4, 2010, at 8:17 PM, Robert Fults <[email protected]> wrote: ** You generally don't want to delete the records. Consider archiving them instead. Robert Fults Remedy Admin/Dev Florida International University ---------------------------------------------------------------------------- From: Kevin Begosh [[email protected]] Sent: Friday, June 04, 2010 2:07 PM Subject: Deleting Remedy Records Specifically Incidents and Their Audits ** Just wondering how everyone out there removes records, HelpDesk tickets specifically and it's audits from the system. I was going to have an escalation that went through and remove all of the based on that cirteria, have a delete flag or something, but how is everything removing the Audit logs and for that matter all other forms related, Worklogs, SLM:Measurements etc... Just for the audit logs though for help desk, form is HPD:HelpDesk_AuditLogSystem Is the best way to in the same workflow that is deleting the helpdesk record to do a delete on the Audit log record if the $Original Request ID$ = 'Entry ID' Not looking so much for a hey do this but just wondering what everyone does -- Kevin Begosh _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
