Because the final work log entry is rarely the solution.

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO
Sent: Tuesday, November 25, 2008 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED) (U)

UNCLASSIFIED

What about creating workflow to copy the final Work Log entry to the
Solution Description field?

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-601-0789

Apparently, there is nothing that cannot happen today.  Mark Twain


-----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 11:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Intermittent, Spotty ARS Performance (UNCLASSIFIED)


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

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