Hi Tony
There is no separation of escalations into multiple pools in ITSM7 OOB, so you would need to do this yourself. The approach we take with the ESS application is to separate time sensitive escalations from escalations that manipulate large volumes of data, and I suspect that this approach would work well with ITSM as well. So for example, escalations that import people data, archive old tickets, import CIs into the CMDB, etc. all use one thread which is considered a non-time-sensitive background process, whereas escalations that trigger notifications, reminders and other SLA-related work run in a time-sensitive thread which is only used for escalations like this that will only be touching a small(ish) number of records. As far as your changes being overwritten by ITSM upgrades is concerned, there's no way round this, but allocating escalations to queues is a simple piece of housekeeping after applying a patch. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work ========================== tel +44 1494 468980 mobile +44 7710 377761 email <mailto:david.sand...@westoverconsulting.co.uk> david.sand...@westoverconsulting.co.uk web <http://www.westoverconsulting.co.uk/> http://www.westoverconsulting.co.uk From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Thursday, May 07, 2009 12:34 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM7 escalation thread whitepaper? I remember seeing something last year, Tony. The basics were to break up the threads either by application or by function. Rick Sent from my Verizon Wireless BlackBerry _____ From: Tony Worthington Date: Thu, 7 May 2009 12:29:41 -0500 To: <arslist@ARSLIST.ORG> Subject: ITSM7 escalation thread whitepaper? A while back there was a discussion around moving various ITSM7 escalations to their own threads after the release of 7.1. Does anyone know if there was anything ever produced on this topic or if the escalations in ITSM7.5 were optimized by specifying a thread/pool? Thanks, Tony Tony Worthington Sr. Technical Analyst Kohl's Department Stores N56 W17000 Ridgewood Drive Menomonee Falls, WI 53051 262.703.7763 (phone) <mailto:tony.worthing...@kohls.com> tony.worthing...@kohls.com <http://www.kohls.com/> www.kohls.com _____ CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
