Is there any way of looking at calls that are moved in to the data Warehouse

Mark_Geary

We need to be able to look at calls that have been moved in to the data Warehouse. We need to be able to Search for calls and see all the notes. Is there any way to do this with out changing the archive times

 

Conner_Wood

@Geoff_Ross said:

What's the issue with extending the data retention times?

It's complicated, there are unintended consequences of altering SCSM Live DB Retention times:

1. If history logs build up too much, SCSM grooming will never complete and end up reverting back changes causing the ServiceManager Log to grow to enormous proportions.  It isn't fun to manually remove a quarter of a billion rows because of a few Cireson Asset Connectors that touch X amount of objects.
2. By default the DWRepository has 90 day retention where it will remove an entry after 90 days, the DWDataMart will mark the record as deleted, and then it pulls the data again from ServiceManager which can cause all sorts of conflicts, it's not fun.  Haven't had this issue after I set the Retention Time to ~4,000 years on both DWRepository and DWDataMart. ( In-Depth Analysis )
3. If your SCSM History Retention is set lower than a ticket and all history is removed from a ticket, you risk triggering "created" notifications as well as never having said ticket become archived since I've had a few tickets that never made it to closed status and had no history so until they got altered they'd remain.  And of course when they got altered and there was no history record, SCSM treated them as created and triggered notifications.

@Mark_Geary You should be aware that the Data Warehouse does not archive ticket comments by default and must be manually added
 
I worked on my own SCSM Archive program for the Service Desk so they could search accordingly, but it was so much coding involved to ensure it was done right, and I haven't released it because of customizations such as comments.  However someone else made a basic tool, no displaying of comments of course, but the SCSM DW Search Tool might help you out for basic needs.

Geoff_Ross

Hi Mark,

Hope you are well,
Not really, the data warehouse is like an archive, designed for reporting on work items over time. There is no easy way to search or see an individual item. What's the issue with extending the data retention times?

Geoff

Conner_Wood

@Geoff_Ross said:

What's the issue with extending the data retention times?

It's complicated, there are unintended consequences of altering SCSM Live DB Retention times:

1. If history logs build up too much, SCSM grooming will never complete and end up reverting back changes causing the ServiceManager Log to grow to enormous proportions.  It isn't fun to manually remove a quarter of a billion rows because of a few Cireson Asset Connectors that touch X amount of objects.
2. By default the DWRepository has 90 day retention where it will remove an entry after 90 days, the DWDataMart will mark the record as deleted, and then it pulls the data again from ServiceManager which can cause all sorts of conflicts, it's not fun.  Haven't had this issue after I set the Retention Time to ~4,000 years on both DWRepository and DWDataMart. ( In-Depth Analysis )
3. If your SCSM History Retention is set lower than a ticket and all history is removed from a ticket, you risk triggering "created" notifications as well as never having said ticket become archived since I've had a few tickets that never made it to closed status and had no history so until they got altered they'd remain.  And of course when they got altered and there was no history record, SCSM treated them as created and triggered notifications.

@Mark_Geary You should be aware that the Data Warehouse does not archive ticket comments by default and must be manually added
 
I worked on my own SCSM Archive program for the Service Desk so they could search accordingly, but it was so much coding involved to ensure it was done right, and I haven't released it because of customizations such as comments.  However someone else made a basic tool, no displaying of comments of course, but the SCSM DW Search Tool might help you out for basic needs.