Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance
Norm: You'll have to pardon me because I'm not an actual Remedy developer, but I do work with our Remedy system every day as a tester, so while I can't give you an answer in nice Remedy developerese (and I may in fact say something completely nonsensical), I hope I can make enough sense for you to understand what I mean. I realize you've gotten an answer for your immediate question of excluding the Diary field from the Advanced Search Bar, but if you still want to know how we handle diary searches, we have separate forms on the same server for querying ticket data. There are some queries our users can't currently run and would like to (such as "how many tickets exist in the system for asset XYZ") and some fields that are difficult to extract data from on our existing form (of which Worklog is one) and so we send the Worklog entries to a separate diary field (I'm not 100% certain if that's the right control type, but I think it is) called Worklog for Reporting (WL4R) each time the Worklog gets updated. Then we let folks query the WL4R via this other form when they want to run a search or create a report, and we also limit who can access the searchable/queryable form to people with some sort of leadership role on a team, such as a Tech Lead, Team Lead, or Ops Lead. We have a new form in the works that references data by its SQL name that will allow some very cool data to be extracted compared to what our users can currently get (such as the previously mentioned "how many tickets exist in the system for asset XYZ") but we haven't pushed that to Production yet. So, if your users start screaming now that you've nixed their ability to search the Worklog and you're of a mind to figure out an alternate way to let them do that, that's how we do it. And speaking as a former tech in the field and user of our Remedy system, I can vouch that when I saw a problem I knew I'd seen before but had forgotten which customer had it or when I worked on it, my first thought was something along the lines of, "Gee, this is that goofy Outlook problem involving recurring appointments...now how did I resolve that last time?" And if guys like you give the average tech in the field the ability to search the place they entered the detail about the problem and its solution for a term like "recurring appointment" and get a hit that lets them quickly and easily get back to the end user with a solution, that makes the tech a hero in the end user's eyes and you a hero in the tech's. So everybody wins. For whatever that's worth... ;] Natalie Stroud Remedy/ESS Tester Science Applications International Corporation (SAIC), contractor to Sandia National Labs Albuquerque, NM (505)844-7983 [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> Remedy 7.1 Patch 003 SQL ??? Windows Server 2003 -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: Monday, November 24, 2008 1:19 PM To: arslist@ARSLIST.ORG Subject: Searching Diaries WAS: Intermittent, Spotty ARS Performance OK, I'm pretty confident the problem was being caused by users constantly searching the worklog diary field on a form with 200,000+ tickets. I was able to reproduce the behavior multiple times by doing a diary search myself. So...that leads me to wonder, how do the rest of the ARSListers handle diary searches? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR USA 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 AFMC 96 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
Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance (UNCLASSIFIED)
Classification: UNCLASSIFIED
Caveats: NONE
Norm,
To prevent certain Advanced Query searches, you can drop the Reserved
Field (1005) on the form and use and AL to inspect the value (On
Search). Throw an error if the value contains the diary field name
('DIARYNAME'). This will allow you to exclude certain fields from being
used and even prevent use of LIKE statements.
Christopher Michaud
Remedy System Administrator/Developer
US Army Medical Information Technology Center (USAMITC)
Core Technology Division - Systems Engineering Branch
Office: 210.295.3589
DSN: 421-3589
-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: Monday, November 24, 2008 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance
No...can't do that. Thanks for the suggestion, but that won't work.
Users still need to construct advanced searches. I just need to block
them from skirting my AL that blocks them from searching the worklog.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Monday, November 24, 2008 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance
Just turn off the advanced search option from the Form -> Current View -
> Properties -> Menu Access menu.
-Matt
Matthew C. Gayford
Application Developer & Remedy Administrator
University of North Carolina Wilmington
(910) 962-7177
-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: Monday, November 24, 2008 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance
How do you block searches done on the Advanced Query Bar?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rootuja Ghatge
Sent: Monday, November 24, 2008 2:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance
We prevent our users from searching the work log on production server
via an active link firing on search.
It's a given performance killer. They have to use the reporting server
to search the work log.
HTH,
Rootuja
_
Rootuja Ghatge
Senior Application Developer
CenterBeam, Inc.
30 Rio Robles
San Jose, CA 95134
Direct (408) 750-0718
Fax (408) 750-0559
http://www.centerbeam.com
This email may contain confidential and privileged material for the sole
use of the intended recipient. Any review or distribution by others is
strictly prohibited. If you are not the intended recipient please
contact the sender and delete all copies.
-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: Monday, November 24, 2008 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Searching Diaries WAS: Intermittent, Spotty ARS Performance
OK, I'm pretty confident the problem was being caused by users
constantly searching the worklog diary field on a form with 200,000+
tickets. I was able to reproduce the behavior multiple times by doing a
diary search myself.
So...that leads me to wonder, how do the rest of the ARSListers handle
diary searches?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR
USA 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 AFMC
96 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
Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance
Well, thanks to Gary Opela (who contacted me privately), I figured it out. I just had to search the Form Action Field "Search Bar" for "%Worklog%". That did the trick! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Monday, November 24, 2008 2:47 PM To: arslist@ARSLIST.ORG Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance Just turn off the advanced search option from the Form -> Current View - > Properties -> Menu Access menu. -Matt Matthew C. Gayford Application Developer & Remedy Administrator University of North Carolina Wilmington (910) 962-7177 -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: Monday, November 24, 2008 3:39 PM To: arslist@ARSLIST.ORG Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance How do you block searches done on the Advanced Query Bar? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rootuja Ghatge Sent: Monday, November 24, 2008 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance We prevent our users from searching the work log on production server via an active link firing on search. It's a given performance killer. They have to use the reporting server to search the work log. HTH, Rootuja _ Rootuja Ghatge Senior Application Developer CenterBeam, Inc. 30 Rio Robles San Jose, CA 95134 Direct (408) 750-0718 Fax (408) 750-0559 http://www.centerbeam.com This email may contain confidential and privileged material for the sole use of the intended recipient. Any review or distribution by others is strictly prohibited. If you are not the intended recipient please contact the sender and delete all copies. -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: Monday, November 24, 2008 12:19 PM To: arslist@ARSLIST.ORG Subject: Searching Diaries WAS: Intermittent, Spotty ARS Performance OK, I'm pretty confident the problem was being caused by users constantly searching the worklog diary field on a form with 200,000+ tickets. I was able to reproduce the behavior multiple times by doing a diary search myself. So...that leads me to wonder, how do the rest of the ARSListers handle diary searches? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR USA 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 AFMC 96 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 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where
Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance
No...can't do that. Thanks for the suggestion, but that won't work. Users still need to construct advanced searches. I just need to block them from skirting my AL that blocks them from searching the worklog. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Monday, November 24, 2008 2:47 PM To: arslist@ARSLIST.ORG Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance Just turn off the advanced search option from the Form -> Current View - > Properties -> Menu Access menu. -Matt Matthew C. Gayford Application Developer & Remedy Administrator University of North Carolina Wilmington (910) 962-7177 -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: Monday, November 24, 2008 3:39 PM To: arslist@ARSLIST.ORG Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance How do you block searches done on the Advanced Query Bar? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rootuja Ghatge Sent: Monday, November 24, 2008 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance We prevent our users from searching the work log on production server via an active link firing on search. It's a given performance killer. They have to use the reporting server to search the work log. HTH, Rootuja _ Rootuja Ghatge Senior Application Developer CenterBeam, Inc. 30 Rio Robles San Jose, CA 95134 Direct (408) 750-0718 Fax (408) 750-0559 http://www.centerbeam.com This email may contain confidential and privileged material for the sole use of the intended recipient. Any review or distribution by others is strictly prohibited. If you are not the intended recipient please contact the sender and delete all copies. -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: Monday, November 24, 2008 12:19 PM To: arslist@ARSLIST.ORG Subject: Searching Diaries WAS: Intermittent, Spotty ARS Performance OK, I'm pretty confident the problem was being caused by users constantly searching the worklog diary field on a form with 200,000+ tickets. I was able to reproduce the behavior multiple times by doing a diary search myself. So...that leads me to wonder, how do the rest of the ARSListers handle diary searches? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR USA 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 AFMC 96 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 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answer
Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance
Just turn off the advanced search option from the Form -> Current View - > Properties -> Menu Access menu. -Matt Matthew C. Gayford Application Developer & Remedy Administrator University of North Carolina Wilmington (910) 962-7177 -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: Monday, November 24, 2008 3:39 PM To: arslist@ARSLIST.ORG Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance How do you block searches done on the Advanced Query Bar? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rootuja Ghatge Sent: Monday, November 24, 2008 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance We prevent our users from searching the work log on production server via an active link firing on search. It's a given performance killer. They have to use the reporting server to search the work log. HTH, Rootuja _ Rootuja Ghatge Senior Application Developer CenterBeam, Inc. 30 Rio Robles San Jose, CA 95134 Direct (408) 750-0718 Fax (408) 750-0559 http://www.centerbeam.com This email may contain confidential and privileged material for the sole use of the intended recipient. Any review or distribution by others is strictly prohibited. If you are not the intended recipient please contact the sender and delete all copies. -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: Monday, November 24, 2008 12:19 PM To: arslist@ARSLIST.ORG Subject: Searching Diaries WAS: Intermittent, Spotty ARS Performance OK, I'm pretty confident the problem was being caused by users constantly searching the worklog diary field on a form with 200,000+ tickets. I was able to reproduce the behavior multiple times by doing a diary search myself. So...that leads me to wonder, how do the rest of the ARSListers handle diary searches? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR USA 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 AFMC 96 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 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Plat
Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance
How do you block searches done on the Advanced Query Bar? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rootuja Ghatge Sent: Monday, November 24, 2008 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance We prevent our users from searching the work log on production server via an active link firing on search. It's a given performance killer. They have to use the reporting server to search the work log. HTH, Rootuja _ Rootuja Ghatge Senior Application Developer CenterBeam, Inc. 30 Rio Robles San Jose, CA 95134 Direct (408) 750-0718 Fax (408) 750-0559 http://www.centerbeam.com This email may contain confidential and privileged material for the sole use of the intended recipient. Any review or distribution by others is strictly prohibited. If you are not the intended recipient please contact the sender and delete all copies. -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: Monday, November 24, 2008 12:19 PM To: arslist@ARSLIST.ORG Subject: Searching Diaries WAS: Intermittent, Spotty ARS Performance OK, I'm pretty confident the problem was being caused by users constantly searching the worklog diary field on a form with 200,000+ tickets. I was able to reproduce the behavior multiple times by doing a diary search myself. So...that leads me to wonder, how do the rest of the ARSListers handle diary searches? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR USA 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 AFMC 96 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 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Searching Diaries WAS: Intermittent, Spotty ARS Performance
We prevent our users from searching the work log on production server via an active link firing on search. It's a given performance killer. They have to use the reporting server to search the work log. HTH, Rootuja _ Rootuja Ghatge Senior Application Developer CenterBeam, Inc. 30 Rio Robles San Jose, CA 95134 Direct (408) 750-0718 Fax (408) 750-0559 http://www.centerbeam.com This email may contain confidential and privileged material for the sole use of the intended recipient. Any review or distribution by others is strictly prohibited. If you are not the intended recipient please contact the sender and delete all copies. -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: Monday, November 24, 2008 12:19 PM To: arslist@ARSLIST.ORG Subject: Searching Diaries WAS: Intermittent, Spotty ARS Performance OK, I'm pretty confident the problem was being caused by users constantly searching the worklog diary field on a form with 200,000+ tickets. I was able to reproduce the behavior multiple times by doing a diary search myself. So...that leads me to wonder, how do the rest of the ARSListers handle diary searches? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR USA 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 AFMC 96 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 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Searching Diaries WAS: Intermittent, Spotty ARS Performance
OK, I'm pretty confident the problem was being caused by users constantly searching the worklog diary field on a form with 200,000+ tickets. I was able to reproduce the behavior multiple times by doing a diary search myself. So...that leads me to wonder, how do the rest of the ARSListers handle diary searches? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michaud, Christopher W Mr CTR USA 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 AFMC 96 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 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
