I just checked mine too.. no modifications or customizations done on this system here as its a vanilla install used for demonstrations etc to management.. The condition is ( 'Status' = "Resolved") AND ( 'Last Resolved Date' < ($TIMESTAMP$ - 1296000)) We are on Patch 007 as well of the ITSM applications.. Cheers Joe D'Souza Remedy Developer / Consultant, Shyle Networks, New Jersey.
----- Original Message ---- From: William Rentfrow <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Wednesday, September 10, 2008 9:24:14 AM Subject: Incident Management bug worth noting ** 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] C 701-306-6157 O 952-432-0227 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
