I got the answer back from BMC - this was fixed in Patch 003 of IM. So it actually was a bug - it's just fixed already. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157
________________________________ From: Action Request System discussion list(ARSList) on behalf of Joe DeSouza Sent: Thu 9/11/2008 9:54 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management bug worth noting ** I had installed 703 followed by Patch 7.. Rgds Joe D'Souza Remedy Developer / Consultant, Shyle Networks, New Jersey. ----- Original Message ---- From: Janie <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thursday, September 11, 2008 10:28:35 AM Subject: Re: Incident Management bug worth noting ** William, We had a 703 p7 install here and our qualification did not include the Status qualifier. Maybe it's a 700 through 702 where it does exist and was changed on 703? Janie ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Wednesday, September 10, 2008 9:33 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management bug worth noting ** Hmmm...I am seriously concerned about what is going on here. I am 100% positive one of the two boxes is OOB - the other I can't verify since other people have been on it at times. Thanks for checking that. ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Wednesday, September 10, 2008 11:28 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management bug worth noting ** I just checked mine too.. no modifications or customizations done on this system here as its a vanilla install used for demonstrations etc to management.. The condition is ( 'Status' = "Resolved") AND ( 'Last Resolved Date' < ($TIMESTAMP$ - 1296000)) We are on Patch 007 as well of the ITSM applications.. Cheers Joe D'Souza Remedy Developer / Consultant, Shyle Networks, New Jersey. ----- Original Message ---- From: William Rentfrow <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Wednesday, September 10, 2008 9:24:14 AM Subject: Incident Management bug worth noting ** If you are using IM 7.03 (and I presume all of the versions) there is a bug/inefficiency worth fixing that I stumbled across - especially if you are using auditing. I reported this to BMC already - here's the write-up I sent them: In Incident Management 7.03 there is an escalation named: HPD:INC:AutoCloseResolved (Interval, 1 day) This qualification auto-closes any Incident that is Resolved. However, it is also updating EVERY incident that is already closed because the "Run if" qualification for this escalation is: 'Last Resolved Date' < ($TIMESTAMP$ - 1296000) This is causing server slow downs when it runs. This problem is MUCH worse if you have auditing turned on for the HPD:Help Desk form and you are auditing the 'Status' field. You get a new record every day for each already closed record in the HPD:Help Desk form that are older than the qualification. On our system for instance there are approximately 70,000 closed records old enough to qualify. Each day all of those records are have their status set to closed even though it is already set to closed. The audit record created shows the status field changed from "Closed" to "Closed". So every day when this runs it is updating 70,0000 HPD:Help Desk records and creating an additional 70,000 Audit records. The fix is easy of course - you just add the Status to the qualification like this: 'Last Resolved Date' < ($TIMESTAMP$ - 1296000) AND 'Status' < "Closed" William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
