Ladies and Gentlemen, I posted a note several weeks ago with: I have a bit of sticky problem. This is specifically localized in CSS 5.0.1. The Problem: When a user utilizes the "Customer Console" and does a search for a customer either using "Last Name" or "Company", the workflow, as designed, automatically creates the lookup as "Last Name" + "%" or "Company Name" + "%". Anyone who uses Sybase as its back end knows that any Wild Card search is handled by the optimizer as a table scan. This in itself is not an issue, but if you have a several users within the Global Community who are connected via the client and they are all doing searches in this manner on lines where there is any acknowledged 100+ ms latency, the performance on the server degrades steeply as there are then numerous table scans being accomplished all at the same time against a 500,000+ row table. The Question: Is there any way to block the wild card as the default search method and utilize established indexes, but at the same time allowing it to occur via the Advanced Search Line all within the CSS application. C Actually this email is meant to praise Remedy Support instead of bury them. I too have had many of the support problems you all have, but in this case, Support and Engineering and Management have gone above and beyond in both speed and attention. The above mentioned problem is a problem that has crept up on us and continues to escalate as large tables get larger, but, in less than 2 weeks of investigation, Engineering has recognized that the problem was a bad design to begin with and required prompt attention. The fix has been designed and is going into a Patch to be released for ARS 6.3. Those of you who use CSS 5.0.1 and above will eventually have the same difficulty, so watch for the patch and get it in ASAP. If you desire further details feel free to email and I will explain. C
Christopher H. Pickering
Remedy System Administrator
Premiere Global Services, Inc.
100 Tormee Drive
Tinton Falls, NJ 07712
732.389.3900 X2411/800.333.0568 X2411
[EMAIL PROTECTED]
www.premiereglobal.com <http://www.premiereglobal.com/>
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