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    Jepee Celorico
    Incident Archiving
    Topic posted June 14, 2019 by Jepee CeloricoSilver Medal: 2,000+ Points 
    204 Views, 38 Comments
    Title:
    Incident Archiving
    Content:

    Hi Experts,

    Can anyone share there implementation in regards with Archiving their incidents? We are currently don't any archiving and its hard for reports to query it. 

    Thank you,

    Jepee

    Version:
    18D

    Comment

    • Mary Gilbert
      Here are a few URLs that may be helpful to you: https://cx.rightnow.com/app/answers/detail/a_id/6421 https://cx.rightnow.com/app/answers/detail/a_id/7105 https://cx.rightnow.com/app/answers/detail/a_id/4316 There are a number of other answers in the KB that you may want to look at as well. Configuration varies depending on business needs, so once you are familiar with how the process works it should be fairly easy to set it up on your site.
      • Jepee Celorico

        Hi Mary,

        I did read those on the KB site but the one with the report I haven't. Thank you for sharing it helped me alot. :)

        Best Regards,
        Jepee

    • Ajay Yadav

      We are also in the process of doing this, i made this small document to make client understand the config setting, it may help you.

      Thnaks

      • Jepee Celorico

        Hi Ajay,

        Same here I am also in the process in doing this, did you came up with a solution? Did you set it to default? 

        Do we have a report that can see the archived incidents?

        Thanks,

        Jepee

    • Ajay Yadav

      we are planning this :

      1  Archive solved incidents greater than 2 years old.
      2. Purge solved incidents greater than 5 years old.

      we can see these Archive incidents in the Archived Incidents Console and as far as I am aware the archived incidents are saved in an xml file and the only table that we can report on is indeed the Archived_Incidents table (doesn't even join anywhere). 

      There is no out-of-the-box way to restore Archive incidents en-mass. extraction is the problem. The "Archived Incidents" tool in the Agent Console only lets me download 100 at a time, which is too manual and tedious.

      • Jepee Celorico

        Hi Ajay,

        I'm using OSvC version 18D and the Configuration doesn't work for me I have to use the "Data Lifecycle Policy" are you familiar with this one? Is this the one the Archived incident tool you are referring to?

        Thanks,

        Jepee

      • Jepee Celorico

        Hi Ajay,

        Do also have an idea if Incident Archiving is possible manually? Just like in Outlook when we want to archive an e-mail we just right-click and choose Archive.

        Thanks,
        Jepee

    • Ajay Yadav

      Not that i am aware of.

      • Jepee Celorico

        I see this is not good since I need to show the clients the report that will contain all the Archived Incidents and show them that its working. Have you tried to enable the archiving does the old closed incidents where automatically archived or is this applicable to the new incidents only from the date you enabled the archiving?

        Thanks,

        Jepee

    • Sebastiaan Draaisma

      Hi Jepee.

      It is possible to do this. I have done this with incident purge which is similar.
      What you need to do is have one single status in resolved status type and all others statuses in unresolved.

      This as only incidents with a solved status type qualify for archiving/purging through the age db.

      Now, to archive/purge individual incidents, you need a custom field (date & time) where you will be specifying your archive/purge date & time.
      Next is for you to create an escalation rule where the escalation will occur 1 day before the custom field date & time. Upon escalation you want to perform a status change to the only available status with a resolved status type (you can call this status 'Archive'). The escalation action will change the status to Archive and within your configuration settings you specify that archiving will start after 1 day. This would allow you to change status within that one day should you change your mind.

      You will then be able to use this custom field on a multi edit workspace, in analytics and through API

      • Jepee Celorico

        Thank you Sebastiaan, one question though when I enable the Archiving now on the Data Lifecycle Management, will it affect the old 1yr old data or it will start from the day I enabled it until another 1 year? I hope I'm clear. Is there also a way to download these archived incidents?

        Do I need an escalation rule after I enabled the archiving and purging?

    • Sebastiaan Draaisma

      It will effect all incidents with a solved status type. So if you currently have incidents in a solved status type, these will all be archived after 1 day (when enabled). To prevent this from happening you will have to move all incidents to a different status type first.

      Yes, the escalation rule will change the status.

      Say you currently have 4 different statuses:

      1. New (type = unresolved)
      2. Waiting for customer (type = waiting)
      3. Waiting for expert (type = waiting)
      4. Solved (type = solved)

      Now, you should create:

      • A new status called Solved (type = unresolved)
      • A new status called Archive (type = solved)

      Furthermore you should:

      • Move all "old" incidents with the old status Solved (type = solved) to the new status Solved (type = unresolved). This will prevent old incidents from getting archived.
      • Delete the old status Solved (type = solved)

      As of now you only have 1 status with status type solved, all other incidents are in status type unresolved or waiting.
      The escalation rule will change the incident status to Archive (type = solved) and as this is the only status left with a solved type, these incidents get archived.

      There are a few drawbacks to this solution that can not be avoided:

      • Incidents when moved to a different status will receive a new last updated date & time which could affect reports that look at the last updated time (you may need to adjust these reports)
      • Business rules will run so you may want to adjust them to exclude the move from the old solved status to the new solved status
      • Reports that use the inc_performace table where you look at a certain status type will no longer work, you would need to make adjustments to these reports.

      Other than that, it will be fine and you will be able to comply with your customers request.

      • Jepee Celorico

        Wow! thank you Sebastiaan for the Info. This will really going to help me a lot. One last question, if I enabled the Archiving on my test site (tst1). It will not affect the production right? I'm just curious and I want to test this all out on our tst site first, I have just requested a full clone of the production site.

        Thanks,
        Jepee

    • Sebastiaan Draaisma

      That is correct Jepee. tst and prod are completely separated and all work (purging & archiving) done in your test site will not affect your production site in any way.

      • Jepee Celorico

        Thank you Sebastiaan you the man! I hope I can still contact you if ever I encountered an error on my testing.

        Best Regards,

        Jepee

    • Sebastiaan Draaisma

      Sure, no problem Jepee! :-)

      • Jepee Celorico

        Hi Sebastiaan,

        Its been a week since I enabled the Archiving on the test site but it seems that the archived_incidents report is still empty. I thought what you said is that after the a day enabling the archiving it will automatically be archived. Any thoughts on this one?

        Thanks,

        Jepee

      • Jepee Celorico

        Attached is the screenshot of the rule under Data Lifecycle Policy.

    • Sebastiaan Draaisma

      Hi Jepee.

      Date closed less than -365 days (closed < 2018-06-25) would exclude an incident that is closed yesterday (only includes incidents closed before 2018-06-25)
      Other things to check:

      • Did the incident that you wanted to archive have it's status changed by your escalation rule?
      • Does the incident have a Solved status type (incidents.status_type)
      • Jepee Celorico

        Unfortunately there was no change in the status type of the incidents more than 365 days. 

        What escalation rule are you referring to? The one that I just sent out? or do I need to create a separate one?

        Yes all of them has Solved Status type.

    • Sebastiaan Draaisma

      If you want to be able to specify an archive date per incident than you would need a custom field and an escalation rule (in your business rules). If this is no requirement and you simply want to archive incidents at the same time then you don't need a custom field & escalation.

      If no incidents got archived, create a report in which you specify 3 filters

      • Interface equals x
      • incidents.closed less than -365 days exactly
      • incidents.status_type equals Solved

      This will give you a report in which you can check how many incidents you have that qualify for archiving. If you have no incidents in your report, than everything is as it should. If you have incidents here then you will need to check if the utilities has been enabled. You can go to your configuration assistant and enable the utilities there (this is not always enabled on a test site). The utility responsible for archiving is agedatabase-a you can check the utility stats to see if this is enabled. Remember that archiving happens in batches so even if you see incidents in your report, archiving may have occurred already (depending on the quantity). For this you could check the archived table and the deleted records table as archiving also creates a transaction in the deleted records.

      Utilities included with Oracle Service Cloud: https://cx.rightnow.com/app/answers/detail/a_id/348
      Utility stats: https://hms.custhelp.com/utility-portal/index.php
      Configuration assistant: (depending on your data center): https://ossc-gb.custhelp.com/hmsadf/login.jsp

       

    • Sebastiaan Draaisma

      When signing into your Utility Stats you should see a longer list.

      1. Sign into the Utility Stats
      2. Click on agedatabase-a
      • Jepee Celorico

        I have ageddatabase-a also but this is not available on the interface where I enabled the Archiving is this okay?

        Also I already enabled the utilities on the test site. Is there any steps I should take?

    • Sebastiaan Draaisma

      If you enabled the utilties on your test site through the configuration assistant but you do not see the dba listed under the interface for which you enabled archiving, you will need to create a service request at Oracle. They can enable the utility for you.

      • Jepee Celorico

        I have already enabled it on the test site thru the configuration assistant. Please see screenshot below. I think it will take some time to see the changes?

        • Sebastiaan Draaisma

          Yes, you did it correctly Jepee. The utility runs once a day. If you enabled it just now than you could check tomorrow but if you enabled it more than a day ago than you need to create an SR as the db-a should have been listed. Not having the db-a listed under the interface for which you enabled the utilities would be the reason your archiving is not working. Oracle will be able to enable this for you :-)

          Turn On/Off Features

          • Jepee Celorico

            Nicee. Okay noted I'll check this out again tomorrow. I have the db-a on the production site enabled but I can't see the db-a on the test site where I enabled the archiving thru the policy. I check this again tomorrow and maybe if ever there is no db-a, I go ahead and make a SR to Oracle. Thank you so much again for the help Sebastiaan :)

          • Jepee Celorico

            Hi Sebastiaan, 

            I have enabled the test site yesterday and I still don't have the database-a on the interface where I activated the archiving? Is there something I missed out? Please see screenshot below for more details:

             

    • Sebastiaan Draaisma

      In that case you did everything correct Jepee. You will need to create a SR and ask Oracle to switch this on for you.
      Turn On/Off Features

      • Jepee Celorico

        Actually I am about to do that but I don't know what to ask , is it the utilities only? or is there something else because the utilities are running on the tst1 site like the adedatabase-b. unlike yesterday it says no data found. 

    • Sebastiaan Draaisma

      You could ask to have agedatabase-a enabled for archiving and provide them with a URL to this topic so they can see what you have tried already.
      This way you don't need to write that much :-)

      • Jepee Celorico

        SR sent. Thank you Sebaastian. I will let you know their response :)

      • Jepee Celorico

        Hi Sebastiaan,

        Thank you for the help so far. They got back and finally the utilities and the reports are now working. But regarding the report there is only View and Print and I checked the archived_incidents table and it only contains a few fields. From contact ID to the Subject. I would like to ask is it possible to export these archived incidents with their details on it?

        Thanks,

        Jepee

    • Sebastiaan Draaisma

      The archived_incidents table does like you discovered not contain that many fields. This is done intentional to keep the size small. You are able to export archived incidents in different ways but the easiest way is by adding the Archived Incidents component to your navset.

      See also:

      • Jepee Celorico

        Thanks Sebastiaan I was able to do this but when I exported to XML. It was blank on my Internet Explorer. When I choose to save as HTML. The body was full of HTML tags.