Vianna, What database system are you using? Perhaps you need to rebuild indexes? The overview console actually utilizes a plugin to compile related tickets. If you have a vast number of open tickets or your people are in numerous groups, it could take a while to gather the info thus causign the timeout. (more info on overview console below) In Problem or Incident Management again it would depend on the number of assigned groups and open tickets. Highly recommend rebuilding indexes and performing consistency checks on your database. Have you captured SQL logs to see what type of database activity is going on when you open the consoles? You can copy and paste those queries into the qeury function of whichever DB tool you use and see how long they take when executed directly against the DB. Overview Console Info: The Overview Console Table is populated using a plugin. The plugin returns records from forms that are defined the SHR:ARDBC_OverviewConsoleTemplate form. The Plugin will look at the Form Guid in this form, and search that form. For example you may see the following 8 records in the SHR:ARDBC_OverviewConsoleTemplate: FORM NAME
FORM GUID TMS:Task TMSTASK HPD:Helpdesk MAINHELPDESK PBM:Solution Database MAINKNOWLEDGEDATABAE PBM:Known Error MAINKNOWNERROR PBM:Problem Investigation MAIONPROBLEM CHG:Infrastructure Change MAINCHANGE AST:PurchaseRequisition ASTPUREREQUISITION AST:CI Unavialabilty ASTCIUNAVIALBLITY Eli ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Vianna Vianna Sent: Thursday, November 04, 2010 9:23 AM To: [email protected] Subject: timeout error ** Hi all We're experiencing a major ARS issue. During the opening of any consoles in ITSM we are getting the following: ARERR [94] Timeout during database query -- consider using more specific search criteria to narrow the results, and retry the operation: (servername) We've restarted services, replaced some old DLL files (per BMC) but the problem recurs. It happens primarily when opening the Overview Console but happens occassionally on Problem or Incident Management console opening as well. We're running ARS 7.5 patch 003 and ITSM 7.0.03 patch 009 Thanks! Vianna _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
