We had the exact same issue. The problem isn't the number of errors associated with any given message, it's the number of total errors in the error log form combined with the fact that 1) BMC didn't add any indexes to the form (that's an issue in several places), and 2) the form does not get cleaned up as e-mails get deleted (that is, BMC didn't include workflow to delete error logs as the corresponding e-mail get deleted). The issue is that there is a table on the email messages form that references the error logs form, and when you view a message, it refreshes the table. Since the error logs form doesn't have an index on it, it does a table scan in the database every time.
To fix it, do at least the following: Add an index on the field 'Email ID' on the AR System Email Error Logs forms. That will significantly speed up viewing e-mails regardless of how many records are in the error logs form. Next, you can add a filter to AR System Email Messages that runs on Delete and performs a Run Process action with the following text: Application-Query-Delete-Entry "AR System Email Error Logs" '18023' = "$Email ID$" This will remove errors from the error log as e-mails get deleted from the email messages form. That will keep your error logs from continuously growing out of control (assuming that you don't keep all e-mails in your email messages form). Lastly, I would clean out all the current entries in the error logs form, unless you need them for some reason. If you really want to be clever, you can only clean out entries that don't still have a corresponding e-mail in the e-mail messages form, but you'd probably have to either write program or write some workflow to determine if a given error entry has a corresponding e-mail. You don't need to worry about deleting large amounts of data in the user tool. I've routinely deleted 5-20K records at a time in the User tools without causing any issues for other users on the system. It does take a long time, though. Doing all three of those things will keep viewing e-mails fast and keep your error logs cleaned up with only relevant data (it's no longer relevant if the corresponding e-mail is no longer there). Good luck, Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Kelley Sent: Thursday, October 22, 2009 6:21 AM To: arslist@ARSLIST.ORG Subject: Re: AR System Email Messages Form ** I do have over 95,000 items in the email error logs form. Are you saying to delete those out and retry opening the email messages form. JK "Chowdhury, Tauf" <tauf.chowdh...@frx.com> Sent by: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> 10/22/2009 06:18 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: AR System Email Messages Form ** What I've seen as the usual suspect is the Email Error Logs form . Depending on what level of logging you have turned on for E-mail messages, that 1 e-mail entry may have 20 entries associated within the error log form. (I may be exaggerating) Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frank Caruso Sent: Thursday, October 22, 2009 1:15 AM To: arslist@ARSLIST.ORG Subject: Re: AR System Email Messages Form ** Its probably not the search of that form but the refresh of several table fields that are on that form. On Wed, Oct 21, 2009 at 11:10 PM, John Kelley <john.kel...@dunkinbrands.com<mailto:john.kel...@dunkinbrands.com>> wrote: Hi List Has anyone had issues loading the AR System Email Messages in search mode? It takes way to long to load. I deleted all but one entry in the messages form and if I refresh my search results, it takes over a minute to load the one entry. It is so slow. Any Suggestions? ARS 7.1 patch 6 Oracle 10G ************************************************************* This e-mail message, including any attachments, is for the sole use of the addressee(s) to whom it has been sent, and may contain information that is confidential or legally protected. If you are not the intended recipient or have received this message in error, you are not authorized to copy, distribute, or otherwise use this message or its attachments. Please notify the sender immediately by return e-mail and permanently delete this message and any attachments. 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