Norm: You'll have to pardon me because I'm not an actual Remedy developer, but I do work with our Remedy system every day as a tester, so while I can't give you an answer in nice Remedy developerese (and I may in fact say something completely nonsensical), I hope I can make enough sense for you to understand what I mean.
I realize you've gotten an answer for your immediate question of excluding the Diary field from the Advanced Search Bar, but if you still want to know how we handle diary searches, we have separate forms on the same server for querying ticket data. There are some queries our users can't currently run and would like to (such as "how many tickets exist in the system for asset XYZ") and some fields that are difficult to extract data from on our existing form (of which Worklog is one) and so we send the Worklog entries to a separate diary field (I'm not 100% certain if that's the right control type, but I think it is) called Worklog for Reporting (WL4R) each time the Worklog gets updated. Then we let folks query the WL4R via this other form when they want to run a search or create a report, and we also limit who can access the searchable/queryable form to people with some sort of leadership role on a team, such as a Tech Lead, Team Lead, or Ops Lead. We have a new form in the works that references data by its SQL name that will allow some very cool data to be extracted compared to what our users can currently get (such as the previously mentioned "how many tickets exist in the system for asset XYZ") but we haven't pushed that to Production yet. So, if your users start screaming now that you've nixed their ability to search the Worklog and you're of a mind to figure out an alternate way to let them do that, that's how we do it. And speaking as a former tech in the field and user of our Remedy system, I can vouch that when I saw a problem I knew I'd seen before but had forgotten which customer had it or when I worked on it, my first thought was something along the lines of, "Gee, this is that goofy Outlook problem involving recurring appointments...now how did I resolve that last time?" And if guys like you give the average tech in the field the ability to search the place they entered the detail about the problem and its solution for a term like "recurring appointment" and get a hit that lets them quickly and easily get back to the end user with a solution, that makes the tech a hero in the end user's eyes and you a hero in the tech's. So everybody wins. For whatever that's worth... ;] Natalie Stroud Remedy/ESS Tester Science Applications International Corporation (SAIC), contractor to Sandia National Labs Albuquerque, NM (505)844-7983 [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> Remedy 7.1 Patch 003 SQL ??? Windows Server 2003 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE Sent: Monday, November 24, 2008 1:19 PM To: arslist@ARSLIST.ORG Subject: Searching Diaries WAS: Intermittent, Spotty ARS Performance OK, I'm pretty confident the problem was being caused by users constantly searching the worklog diary field on a form with 200,000+ tickets. I was able to reproduce the behavior multiple times by doing a diary search myself. So...that leads me to wonder, how do the rest of the ARSListers handle diary searches? -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR USA MEDCOM USAMITC Sent: Monday, November 24, 2008 11:20 AM To: arslist@ARSLIST.ORG Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Norm, You may want to look closer at the SQL side. Look for locks. Perhaps someone querying a diary or un-indexed field. Also, are you using SQL replication? In particular, are snapshots turned on? Christopher Michaud -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE Sent: Monday, November 24, 2008 11:03 AM To: arslist@ARSLIST.ORG Subject: Intermittent, Spotty ARS Performance ** Hi everyone: This problem has me perplexed. At a site I support, the Remedy server inexplicably stops responding to requests. It's very intermittent. It runs fine for awhile, then seemingly without warning, it just hangs. Users attempting to log on get stuck at the "Setting server port" dialog, which eventually times out. Other users who are already logged who try to pull up a ticket get stuck at a blank screen that never comes back. To resolve the issue, they have to bounce the Remedy server service. The system works for awhile...until it hangs up again. Any ideas what might be causing this? - I have monitored CPU utilization when this occurs, and the CPU hums along at about 3% - 5% utilization - Network utilization is flat-lined whenever this occurs (i.e., no spike) - Memory utilization appears normal - CNET bandwidth tests resolve to better than dedicated T1 performance (for what that's worth) Any thoughts are greatly appreciated. The interesting thing is, we have the same exact Remedy apps running on the same exact type of server in the same exact environment in four other locations, and those four other locations never experience any problems. Norm Remedy ARS 6.3 Microsoft SQL 2000 SP4 Microsoft Windows 2000 SP2 100% Custom Apps - No ITSM __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ Classification: UNCLASSIFIED Caveats: NONE ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
