My first thought was the same as Fred's - do you have enough queues defined, so I can't offer much more in that regard. However, you mention that you are restarting the server to clear up the dead thread. Back in the 6.3 days, there was a version (patch 21 I think), where you could end up with ghost threads for escalations. The fix was to disable escalations on the server settings, which would kill all the escalation threads, and then re-enable the setting, which starts them back up. Changing this setting doesn't require a restart of the AR server. So while your issue is slightly different, maybe doing that will clear your dead thread without having to restart the whole server.
Thad On Thu, Sep 5, 2013 at 5:35 PM, William Rentfrow <wrentf...@stratacominc.com > wrote: > ** > > I can see it in the logs. All of the escalations that have no pool > defined will run in a random thread.**** > > ** ** > > For example, our 4th thread was defined for a custom notification-type > escalation. It is the only thing that is assigned to pool 4 - but in the > logs I see other threads accessing that pool - especially during those > times when the escalation defined for pool 4 has died.**** > > ** ** > > B.**** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Grooms, Frederick W > *Sent:* Thursday, September 05, 2013 5:27 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: How many escalation pools do you have...?**** > > ** ** > > ** **** > > We currently have 3 pools on a pure custom (NON ITSM) system.**** > > ** ** > > Where did you hear that pools are shared? According to the docs the only > time an escalation specified to run in a pool (thread) will run in a > different pool is if you don’t define enough thread queues for the number > of pools you are using. (i.e. You tell an escalation to run in pool 4 but > you only have 2 escalation queues defined. The escalations set for pools 3 > and 4 run in the first one instead). Escalations are delayed if another is > running in the pool.**** > > ** ** > > Straight from the docs **** > > Escalations can be assigned to pools so the escalations from each pool run > in parallel on separate threads within the escalation queue. To use > escalation pools, you must first configure multiple threads for the > escalation queue as described in the Configuration Guide, “Queues,” page > 27. If you assign an escalation to a pool that has no thread configured, > the escalation is run by the first thread.**** > > ** ** > > All escalations in a particular pool run on the same thread, so the > execution of escalations within a pool is serialized. Escalations run in > the order of their firing times, but an escalation is delayed if an > escalation from the same pool is currently running. If two or more > escalations have dependencies and must not run at the same time, put them > into the same pool to make sure they run in sequence.**** > > ** ** > > Fred**** > > ** ** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *William Rentfrow > *Sent:* Thursday, September 05, 2013 5:06 PM > *To:* arslist@ARSLIST.ORG > *Subject:* How many escalation pools do you have...?**** > > ** ** > > ** **** > > Hi listers -**** > > ** ** > > So we have an infrequent but recurring problem. One of our > mission-critical escalations (interval, 5 minutes) will every once in a > while die. It will stop appearing in the escalation log, and the only way > to fix it is to bounce the admin server.**** > > ** ** > > There's 204 total escalations on this server, the vast majority of which > are ITSM 7.6.04 base product.**** > > ** ** > > We are entering 4000-5000 tickets a day, with additional data being > entered in CM, CMDB, etc., so the data load even for things like the > 5-minute recurring SLM Measurement escalation can be significant.**** > > ** ** > > We have configured the one that breaks it to run on a specific pool and no > others are configured to use that pool. Unfortunately that doesn't mean > that pool isn't shared - others can hop in that pool too if the others > pools are busy. (Kind of thinking of submitting an RFE for a "dedicated > pool" option that prevents sharing but that's another issue altogether).** > ** > > ** ** > > So - how many pools do you use? We currently have a max of 4 and obviously > that's not enough.**** > > ** ** > > William Rentfrow**** > > wrentf...@stratacominc.com**** > > Office: 715-204-3061**** > > Cell: 715-398-5056**** > > ** ** > ------------------------------ > > No virus found in this message. > Checked by AVG - www.avg.com > Version: 2013.0.3392 / Virus Database: 3222/6639 - Release Date: 09/04/13* > *** > > _ARSlist: "Where the Answers Are" and have been for 20 years_ **** > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
