Yeah, I've already considered that. I've already interviewed the people who are the culprits and gotten their story. They tell me they look for specific solutions that they typed in long ago because they can't remember how they fixed it. They just remember a few keywords. So they search against the keywords they remember to pull up the solution.
The system in question has a separate Solution field where they are supposed to document the solution so they can avoid this problem, but they don't use it. So it's a case of the, "You guys really should use the Solution field," and they're like, "OK, we'll do that," and they never do. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR USA MEDCOM USAMITC Sent: Tuesday, November 25, 2008 9:27 AM To: arslist@ARSLIST.ORG Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Norm, You may want to investigate whether you can use BMC or SQL Full Text search options to improve the performance. Alternatively, I've found it helps to interview the culprits to understand how they are utilizing the system to do their job. Often you can add an indexed field that allows them to categorize/track what they are looking for on a repeat basis. 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: Tuesday, November 25, 2008 8:25 AM To: arslist@ARSLIST.ORG Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED) Good suggestion...I'm pretty familiar with the new worklog model in version 7 and its advantages and disadvantages. Unfortunately, that entails a very large coding effort, which I'm not able to do on this system. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Benedetto Cantatore Sent: Tuesday, November 25, 2008 8:12 AM To: arslist@ARSLIST.ORG Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED) ** Norm, Perhaps you need to steal an idea from version 7 and make the worklogs a parent-child relationship with the main form. This would accomodate the individuals that need to get to specific information in the worklog and ease up the burden on your database. If you can install version 7 on a server, you'll see how it works and adopt it. Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701 >>> [EMAIL PROTECTED] 11/25/08 8:56 AM >>> Yeah, I suspected the same thing going in, but free disk space is abundant. Only about 20% of the disk is used. I have concluded that the issue is the diary searches. I suspected that this was a problem about a month ago, so I created a form and a filter that would capture a record every time a user did a diary search. Sure enough, I discovered users were doing diary searches dozens of times per day. There are now over 500,000 tickets in this system, and each ticket contains diary entries of up to 30 pages (or more) in length. Users were repeatedly searching for things like, "The ticket was placed on hold because the customer is unavailable." To prove the theory, I had the administrator at the site repeatedly log on to her User client. That is, TOOL...LOGIN...TOOLS...LOGIN...TOOLS...LOGIN...etc. The User client would faithfully log her on to Remedy in under a second. I told her, "Keep doing it!" while I went to my client and issued a diary search. Bam! She could no longer log in. She got the dreaded, "Setting server port..." message that never went away. So I have locked down the diary field to prevent these searches, but I'm already hearing all sorts of dissent: "That puts us out of business! We HAVE to be able to search the worklog!" So now I'm considering other options. I suppose the only thing I can do is set up some type of archival system, but that comes with two problems: 1) Users will hate it and 2) It doesn't really solve the problem. Putting a voluminous amount of free text on another form and telling users, "Go search there," still puts a huge burden on the database to sift through all that garbage. Norm -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Monday, November 24, 2008 8:09 PM To: arslist@ARSLIST.ORG Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED) ** Another thing could be your disk space getting full on the Remedy server. We had that issue recently when one of the operation some user would do would eventually timeout and would create a temp file on the servers Windows Temp directory that would grow and keep growing even if the user quit the user tool from the client. The disk would eventually be full and the AR Server would get extremely slow and eventually impossible to login. Bouoncing the Remedy Service would kill that temp file and release all the used space.. Joe ________________________________ From: "Kaiser, Norm E CIV USAF AFMC 96 CS/SCCE" <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Monday, November 24, 2008 12:58:53 PM Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED) Yes, that's my suspicion. I have a big suspicion that people are searching the worklog diary field. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTRUSA 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 AFMC96 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___ ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 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"
