Archiving Solution Manager Incidents

There is a need to archive Solution Manager Incident Management business transaction(incidents, problems, service requests, incident templates and problem templates) for the customer who is running their Incident Management ticketing tool ,let suppose for more than five years. For such customer archiving can be possible by following below procedure.

And the same procedure applies also for problems, service requests, incident templates and problem templates

Notes:  Incidents need to have the system status “Completed”(I1005) in order to be archivable.

Procedure:

Call transaction SARA and enter the archiving object “CRM_INCDNT”.

Incident: CRM_INCDNT

Problem: CRM_PROBLM

Service Request: CRM_INCDNT

Incident template: CRM_INCDNT

Problem template: CRM_PROBLM

Archiving involves four different steps:

1) Preprocessing run

This run (job) executes the report “CRM_ARC_SRQM_INCIDENT_CHECK”. This report provides you with a log that shows which documents (Incidents) can be archived and which not. Make variant and provide the transaction type and other details.

Create variant ,add the transaction type and the number range of incidents which is to be archived.

While editing the variant,change the processing option from test mode to production. When you select this option, the incidents that can be archived will get a flag to mark them ready to be archived. Execute the job either immediately or press the “Start Date” button to define when the preprocessing job should start.

The result of preprocessing log can be analyzed in tcode SLG1

2) Write (Archiving) run

This run (job) executes the report “CRM_ARC_SRQM_INCIDENT_SAVE” which saves the documents (incidents) into the archive.

Press the button “Write” and in the selection screen select the same variant as you used in the preprocessing run. This is important so that you archive the incidents that you selected in the preprocessing run.

Choose Production mode & give a name for Archiving session note. Save it.

After giving the variant execute the job immediately or press the “Start Date” button to define when the preprocessing job should start.

Optional :

There is an option “Residence times transaction type” is available – In this option incidents need to be older then this residence time (Current date of the preprocessing run + residence time) before they can be archived. This residence time can be defined for each transaction type.

This option is available in customizing.

3) Delete run

This run (job) executes the report “CRM_ARC_SRQM_INCIDENT_DELETE” which deletes the documents (incidents) from the system.

When you click on “Delete” you will get option of “Archive Selection” ,tick on all the objects ,maintain the start date and spool parameters then execute it.

4) Read (Viewing Archived data)

In this step you execute the report CRM_ARC_SRQM_INCIDENT_READ. To visualize the archived data an “Archive Infostructure” has to be created. It is then possible to visualize the data in the GUI or in the CRM UI as the original incident

There are some settings under the step “Read “ for displaying of incidents.

4.1 Click on Technical settings -> Archiving routing

Archiving routing

Here Content Repository was created in Oac0

4.2  Archive Administration ->  Choose again Read option from main screen, & then click on Information System.

Click on the Status & then Status per Archive

Archiving Session notes will appear ,click on the archives & Fill the Structures

4.3 Create Archive Infostructure –

“Archive Infostructure” has to be created. The archived objects are only visible in the archive via the “Archive Infostructure” after the deletion has been done

Click on Information system under the same tcode SARA , click on customizing option for creating the Archive Infostructure.

Now choose Info structure fields for display ,based on the requirement.

Result :

Go to the Read again , execute it.

After execution list of incidents will appear .Select the desired display function i.e business view or technical view.

Business View                                                         Technical View

In this way you can archive the incidents and can access it again.