Thad,
You bring up an excellent point regarding tables. Case in point in the
Requester's Cases table under the Requester Information tab on the Help
Desk form. Along with tickets reported by end-users we also have tickets
generated from Patrol, and all those tickets have the same Requester.
Needless to say there are a lot more of those tickets than those called-in
by our regular (i.e. - "human") users. So when a ticket for that
particular Requester is opened from the Support Console, there is quite the
lag due to the query used to populate the Requester's Cases table. The
client SQL and API logs were a real eye-opener insofar as that was
concerned.
Joe
Joseph Kasell
Navy Federal Credit Union
Thad K Esser
<[EMAIL PROTECTED]
COM> To
Sent by: "Action arslist@ARSLIST.ORG
Request System cc
discussion
list(ARSList)" Subject
<[EMAIL PROTECTED] Re: BMC Remedy - Copy to Archive
ORG> and Delete from Source
03/26/2008 02:42
PM
Please respond to
[EMAIL PROTECTED]
RG
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Joe,
Properly indexed and tuned 400,000 tickets on a form shouldn't be a
problem. To expand on what Susan indicated, nine times out of ten, the
biggest cause of slowness when opening forms is table fields that are
needlessly being refreshed. Watch out for tables being refreshed on
hidden tabs. Have an active link that fires on Gain Focus (of that tab)
AND also on Display, with a run if of ('Page Holder' = "Tab Name'). The
one action would be the table refresh.
Of course there are other causes for slowness on opening of forms, but
I've found this is the most common, and typically the easiest to fix. (oh,
and be suspect of any active link that fires on all three of Window Open,
Window Loaded, and Display - its probably running three times when you
display a ticket).
Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard
Bach
"Susan Palmer" <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"
<arslist@ARSLIST.ORG>
03/26/2008 08:27 AM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: BMC Remedy - Copy to Archive and Delete from Source
**
Mel,
I have found that for 'us' keeping less than 100k Help Tickets or Tasks in
those forms keeps performance at an acceptable level. You have to
remember that all workflow is affected by the number of records in the
form and keep in mind any table fields that are refreshed.
We generally keep 13 months of or closed records.
Since we upgraded to v7.0.1P3 last year I was excited about the 'archive'
option. In the last month I've used it on HTs, Tasks and email messages.
For us it appears to require a huge amount of disk space for the
copy/delete option. That needs to be planned for and it was greater than
1 for 1 which is logical since another table is now holding the same
record. For us it was quite a bit more than that infact we nearly brought
the server down.
I only archive in the lowest of production hours (night) when minimal
users are on the system.
I was also notified yesterday that it is not recommended to archive system
email messages, there is some unusal result related to it. Sorry did not
get more info.
I found the actual archiving to go fairly quick, was doing about 70k
records both times. I liked the fact I didn't have to manually delete the
records afterwards.
hth,
Susan
ShopperTrak
On Wed, Mar 26, 2008 at 8:28 AM, Melanie Snayer <[EMAIL PROTECTED]>
wrote:
**
Hi Joe
Thanks so much for this information. Would you perhaps be able to tell me
whether there was a delay on saving Help Desk tickets before you archived?
Regards
Mel
On 3/26/08, Joseph Kasell <[EMAIL PROTECTED]> wrote:
Mel,
We're running 7.0.1 with ITSM 6. We instituted archiving a little over a
month ago, it was sorely needed, and it certainly has made a difference.
Since Remedy was put into production back in the summer of 2004, approx
390,000 tickets had been submitted. The amount of tickets had not been a
problem until recently when we began to see performance lags performing
various actions in Remedy. Opening an existing Help Desk ticket from the
Remedy Support console alone was taking anywhere from 1 to 5 seconds
depending on the ticket (API and SQL logs were very helpful here).
We decided to archive all Help Desk tickets with a status of Closed that
were older than 13 months. We considered using Remedy's archiving
feature,
but eventually went with Misi Mladoniczky's rrrchive utility. Since our
lab testing indicated that the archiving of an estimated 250,000 tickets
would take about 6 to 7 hours (and slow the system down tremendously), we
decided to archive in chunks of 40,000 which limited the performance pain
to about an hour. We did this for 7 nights in a row. I can tell you that
since, performance has improved tremendously (max time to open an existing
ticket is about a second). Archiving is done nightly now. It takes a
minute to archive the 400 to 500 tickets that meet the archive criteria. I
know that my users are happy.
Joe
Joseph Kasell
Navy Federal Credit Union
Melanie Snayer
<[EMAIL PROTECTED]
MAIL.COM> To
Sent by: "Action arslist@ARSLIST.ORG
Request System cc
discussion
list(ARSList)" Subject
<[EMAIL PROTECTED] Re: BMC Remedy - Copy to Archive
ORG> and Delete from Source
03/26/2008 05:45
AM
Please respond to
[EMAIL PROTECTED]
RG
------=_Part_6872_1105761.1206524742321
Content-Type: text/plain; charset=WINDOWS-1252
Content-Transfer-Encoding: quoted-printable
Content-Disposition: inline
Hey Thivagar
We are in a 7.01 environment but I'm glad to know that this improved on
performance. Could you perhaps give me a rough indication of the
following information:
- what your database size is
- number of records before the archive
- time taken to save a call before the archive
- number of records after the archive
- time taken to save a call after the archive
Anyone else like to share a bit of their archiving info with me?
Regards
Mel
On 3/26/08, Thivagar Sankaran <[EMAIL PROTECTED]> wrote:
> **
>
> Hi Mel,
>
>
>
> Recently I have archived the data in my 6.3 environment. I have done
this
> to improve the performance and I observe the performance has been
improve=
d
> considerably. But the issue was, the Copy to Archive and Delete from
> Source option was not working in my environment. Hence I went for Copy
to
> Archive Option and deleted the data manually. I have raised this issue
wi=
th
> BMC. But as usual I didn't get a proper response.
>
>
>
> Thanks & Regards,
>
> Thivagar Sankaran
>
> ITIL =96 Foundataion Certified
>
> Remedy Developer
>
>
> ------------------------------
>
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**
<br><font size=2 face="sans-serif">Joe,</font>
<br>
<br><font size=2 face="sans-serif">Properly indexed and tuned 400,000
tickets
on a form shouldn't be a problem. To expand on what Susan indicated,
nine times out of ten, the biggest cause of slowness when opening forms
is table fields that are needlessly being refreshed. Watch out for
tables being refreshed on hidden tabs. Have an active link that fires
on Gain Focus (of that tab) AND also on Display, with a run if of ('Page
Holder' = "Tab Name'). The one action would be the table
refresh.</font>
<br>
<br><font size=2 face="sans-serif">Of course there are other causes for
slowness on opening of forms, but I've found this is the most common, and
typically the easiest to fix. (oh, and be suspect of any active link
that fires on all three of Window Open, Window Loaded, and Display - its
probably running three times when you display a ticket).</font>
<br><font size=2 face="sans-serif"><br>
</font><font size=3><b>Thad Esser</b><br>
Remedy Developer</font><font size=2 color=#333366><br>
"<i>Argue for your limitations, and sure enough, they're
yours."</i>--
Richard Bach</font>
<br>
<br>
<br>
<table width=100%>
<tr valign=top>
<td width=40%><font size=1 face="sans-serif"><b>"Susan Palmer"
<[EMAIL PROTECTED]></b> </font>
<br><font size=1 face="sans-serif">Sent by: "Action Request System
discussion list(ARSList)" <arslist@ARSLIST.ORG></font>
<p><font size=1 face="sans-serif">03/26/2008 08:27 AM</font>
<table border>
<tr valign=top>
<td bgcolor=white>
<div align=center><font size=1 face="sans-serif">Please respond to<br>
arslist@ARSLIST.ORG</font></div></table>
<br>
<td width=59%>
<table width=100%>
<tr valign=top>
<td>
<div align=right><font size=1 face="sans-serif">To</font></div>
<td><font size=1 face="sans-serif">arslist@ARSLIST.ORG</font>
<tr valign=top>
<td>
<div align=right><font size=1 face="sans-serif">cc</font></div>
<td>
<tr valign=top>
<td>
<div align=right><font size=1 face="sans-serif">Subject</font></div>
<td><font size=1 face="sans-serif">Re: BMC Remedy - Copy to Archive and
Delete from Source</font></table>
<br>
<table>
<tr valign=top>
<td>
<td></table>
<br></table>
<br>
<br>
<br><font size=3>** </font>
<br><font size=3>Mel,</font>
<br><font size=3> </font>
<br><font size=3>I have found that for 'us' keeping less than 100k Help
Tickets or Tasks in those forms keeps performance at an acceptable level.
You have to remember that all workflow is affected by the number
of records in the form and keep in mind any table fields that are
refreshed.</font>
<br><font size=3> </font>
<br><font size=3>We generally keep 13 months of or closed records.
</font>
<br><font size=3> </font>
<br><font size=3>Since we upgraded to v7.0.1P3 last year I was excited
about the 'archive' option. In the last month I've used it on HTs,
Tasks and email messages. For us it appears to require a huge amount
of disk space for the copy/delete option. That needs to be planned
for and it was greater than 1 for 1 which is logical since another table
is now holding the same record. For us it was quite a bit more than
that infact we nearly brought the server down.</font>
<br><font size=3> </font>
<br><font size=3>I only archive in the lowest of production hours (night)
when minimal users are on the system.</font>
<br><font size=3> </font>
<br><font size=3>I was also notified yesterday that it is not recommended
to archive system email messages, there is some unusal result related to
it. Sorry did not get more info.</font>
<br><font size=3> </font>
<br><font size=3>I found the actual archiving to go fairly quick, was doing
about 70k records both times. I liked the fact I didn't have to
manually
delete the records afterwards. </font>
<br><font size=3> </font>
<br><font size=3>hth,</font>
<br><font size=3>Susan</font>
<br><font size=3> </font>
<br><font size=3>ShopperTrak<br>
</font>
<br><font size=3>On Wed, Mar 26, 2008 at 8:28 AM, Melanie Snayer
<</font><a href=mailto:[EMAIL PROTECTED]><font size=3
color=blue><u>[EMAIL PROTECTED]</u></font></a><font size=3>>
wrote:</font>
<br><font size=3>** </font>
<br><font size=3>Hi Joe</font>
<br><font size=3> </font>
<br><font size=3>Thanks so much for this information. Would you perhaps
be able to tell me whether there was a delay on saving Help Desk tickets
before you archived?</font>
<br><font size=3> </font>
<br><font size=3>Regards</font>
<br><font size=3>Mel<br>
<br>
</font>
<br><font size=3>On 3/26/08, <b>Joseph Kasell</b> <</font><a
href=mailto:[EMAIL PROTECTED] target=_blank><font size=3
color=blue><u>[EMAIL PROTECTED]</u></font></a><font size=3>>
wrote: </font>
<br><font size=3>Mel,<br>
<br>
We're running 7.0.1 with ITSM 6. We instituted archiving a little
over a<br>
month ago, it was sorely needed, and it certainly has made a
difference.<br>
Since Remedy was put into production back in the summer of 2004, approx<br>
390,000 tickets had been submitted. The amount of tickets had not
been a<br>
problem until recently when we began to see performance lags performing<br>
various actions in Remedy. Opening an existing Help Desk ticket from
the<br>
Remedy Support console alone was taking anywhere from 1 to 5 seconds<br>
depending on the ticket (API and SQL logs were very helpful here).<br>
<br>
We decided to archive all Help Desk tickets with a status of Closed
that<br>
were older than 13 months. We considered using Remedy's archiving
feature,<br>
but eventually went with Misi Mladoniczky's rrrchive utility. Since
our<br>
lab testing indicated that the archiving of an estimated 250,000
tickets<br>
would take about 6 to 7 hours (and slow the system down tremendously),
we<br>
decided to archive in chunks of 40,000 which limited the performance
pain<br>
to about an hour. We did this for 7 nights in a row. I can
tell you that<br>
since, performance has improved tremendously (max time to open an
existing<br>
ticket is about a second). Archiving is done nightly now. It
takes a<br>
minute to archive the 400 to 500 tickets that meet the archive criteria.
I<br>
know that my users are happy.<br>
<br>
Joe<br>
<br>
Joseph Kasell<br>
Navy Federal Credit Union<br>
<br>
<br>
<br>
<br>
Melanie Snayer<br>
<[EMAIL PROTECTED]<br>
</font><a href=http://mail.com/
target=_blank><font size=3 color=blue><u>MAIL.COM</u></font></a><font
size=3>>
To<br>
Sent by: "Action
</font><a href=mailto:arslist@ARSLIST.ORG
target=_blank><font size=3
color=blue><u>arslist@ARSLIST.ORG</u></font></a><font size=3><br>
Request System
cc<br>
discussion<br>
list(ARSList)"
Subject<br>
<[EMAIL PROTECTED]
Re: BMC Remedy - Copy to Archive<br>
ORG>
and Delete from
Source<br>
<br>
<br>
03/26/2008 05:45<br>
AM<br>
<br>
<br>
Please respond to<br>
</font><a
href=mailto:[EMAIL PROTECTED] target=_blank><font size=3
color=blue><u>[EMAIL PROTECTED]</u></font></a><font size=3><br>
RG<br>
<br>
<br>
<br>
<br>
<br>
<br>
------=_Part_6872_1105761.1206524742321<br>
Content-Type: text/plain; charset=WINDOWS-1252<br>
Content-Transfer-Encoding: quoted-printable<br>
Content-Disposition: inline<br>
<br>
Hey Thivagar<br>
<br>
We are in a 7.01 environment but I'm glad to know that this improved on<br>
performance. Could you perhaps give me a rough indication of the<br>
following information:<br>
<br>
- what your database size is<br>
- number of records before the archive<br>
- time taken to save a call before the archive<br>
- number of records after the archive<br>
- time taken to save a call after the archive<br>
<br>
Anyone else like to share a bit of their archiving info with me?<br>
<br>
Regards<br>
Mel<br>
<br>
On 3/26/08, Thivagar Sankaran <</font><a href="
mailto:[EMAIL PROTECTED]" target=_blank><font size=3
color=blue><u>[EMAIL PROTECTED]</u></font></a><font
size=3>>
wrote:<br>
<br>
> **<br>
><br>
> Hi Mel,<br>
><br>
><br>
><br>
> Recently I have archived the data in my 6.3 environment. I have done
this<br>
> to improve the performance and I observe the performance has been<br>
improve=<br>
d<br>
> considerably. But the issue was, the Copy to Archive and Delete
from<br>
> Source option was not working in my environment. Hence I went for
Copy to<br>
> Archive Option and deleted the data manually. I have raised this
issue<br>
wi=<br>
th<br>
> BMC. But as usual I didn't get a proper response.<br>
><br>
><br>
><br>
> Thanks & Regards,<br>
><br>
> Thivagar Sankaran<br>
><br>
> ITIL =96 Foundataion Certified<br>
><br>
> Remedy Developer<br>
><br>
><br>
> ------------------------------<br>
><br>
<br>
<br>
<br>
<br>
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