Applies To

SharePoint On-premises

Description

Our archival feature is part of the “Crow Canyon Timer Jobs” solution and it verifies the Tickets that are closed “x” days before based on the “Archival Settings” utility and archive the Tickets along with associated items like Email History, Associated Tasks, etc.

Pre-Requisites

1. SharePoint Timer service should be in running state in all the SharePoint server(s)
2. Crow Canyon Archival Timer job for the site collection should be active in SharePoint Central Administration. To validate this, go to the SharePoint Central Administration –> Monitoring –> Review Job Definitions –> Timer Jobs –> check for Crow Canyon Archival Timer job for http://contoso/sites/servicedesk exists and is running on daily interval.

Issue Symptoms

1. Archival does not happen as expected
2. Items are created in “Archived Tickets” list but never gets deleted from original Tickets list
3. Tickets are archived but not the related/associated items
4. Duplicate notifications on archival
5. Duplicate archived Tickets gets created in Archived Tickets list

Troubleshoot Archival Functionality Issues

Archival does not happen as expected

1. Make sure there are no spaces at the end of the configurations in the archival settings (Site Contents –> Archival Settings list –> edit item –> make sure no spaces at the end and save it).

 

 Items are created in “Archived Tickets” list but never gets deleted from original Tickets list

Check and remove if there are any event receivers present on Archived Tickets, Archived Email Tickets, Archived IT Support Tasks lists using SharePoint Manager or PowerShell. Refer below article to remove event receivers on a SharePoint list.

https://www.crowcanyon.help/article/293

Tickets are archived but not the related/associated items

Make sure the lookup columns are properly configured in the Archival lists (Archived Tickets, Archived Email Tickets, Archived IT Support Tasks etc).

a) Check the settings of lookup fields and associated item columns in all the archival lists and make sure they are proper and there aren’t any invalid fields in the lists.

b) Remove Workflow instances on the archival lists (if any).

Instructions:
Go to Email Tickets list –> List Settings –> Workflow Settings –> Remove, Block or Restore a Workflow and remove the workflow instance see screenshots below.

c) Check if the Source lists and corresponding Archival lists have same display names along with same data type or not.

4. If none of the above helped to resolve the issue, check if there are any errors in Archival Timer Job logs from the SharePoint server. If errors present, enable the information logs, get the issue reproduced and send to our support team. To enable information logs for Crow Canyon Timer Job logs, please refer article https://www.crowcanyon.help/article/229/

Other information that could help us troubleshooting the issue,

• Recognize and let us know if the issue has started recently or exists from starting. Go to Archived Tickets list and check the Archived Ticket and corresponding related items data, validate and let us know.
• Create an item manually in Archived Tickets list to make sure there is no issue while saving an item in this list. If this is the case, Archived Tickets list needs to be recreated. We can assist in recreating the Archived Tickets list.

 

Duplicate archived tickets gets created in Archived Tickets list

If there are multiple content databases associated with the web application that has Crow Canyon application then in Crow Canyon older timer job solution it creates multiple archived tickets. Number of duplicate archived tickets is equal to number of content databases associated with the web application.

To verify the content databases, go to Central Administration -> Application Management -> Manage Content Databases -> Select the web application in which our application site present and check the number of content databases present for this web application.

If there are multiple content databases associated with the web application, our Crow Canyon Archival timer job executes the archival process multiple times, we have fixed this issue in latest Crow Canyon archival solution. Please contact Crow Canyon support to get the latest crow canyon archival solution.