We are using IM 7.02 Patch 005.
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Wednesday, September 10, 2008 9:58 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management bug worth noting ** Weird. I've checked it on two different installs of the system and it was the same. I do not believe it has been changed. What is the exact version of IM you are both using? ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of kiran kodali Sent: Wednesday, September 10, 2008 8:44 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management bug worth noting ** We are using IM 7.0, and the Run if condition in the same escalation "HPD:INC:AuroCloseResolved" is ( 'Status' = "Resolved") AND ( 'Last Resolved Date' < ($TIMESTAMP$ - 1296000)). On Wed, Sep 10, 2008 at 9:24 AM, William Rentfrow <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote: ** If you are using IM 7.03 (and I presume all of the versions) there is a bug/inefficiency worth fixing that I stumbled across - especially if you are using auditing. I reported this to BMC already - here's the write-up I sent them: In Incident Management 7.03 there is an escalation named: HPD:INC:AutoCloseResolved (Interval, 1 day) This qualification auto-closes any Incident that is Resolved. However, it is also updating EVERY incident that is already closed because the "Run if" qualification for this escalation is: 'Last Resolved Date' < ($TIMESTAMP$ - 1296000) This is causing server slow downs when it runs. This problem is MUCH worse if you have auditing turned on for the HPD:Help Desk form and you are auditing the 'Status' field. You get a new record every day for each already closed record in the HPD:Help Desk form that are older than the qualification. On our system for instance there are approximately 70,000 closed records old enough to qualify. Each day all of those records are have their status set to closed even though it is already set to closed. The audit record created shows the status field changed from "Closed" to "Closed". So every day when this runs it is updating 70,0000 HPD:Help Desk records and creating an additional 70,000 Audit records. The fix is easy of course - you just add the Status to the qualification like this: 'Last Resolved Date' < ($TIMESTAMP$ - 1296000) AND 'Status' < "Closed" William Rentfrow, Principal Consultant [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> C 701-306-6157 O 952-432-0227 __Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ -- Kiran Kodali Ph: 940-231-8524 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ________________________________ Please consider the environment before printing this e-mail. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
