John, Remember, that escalations by nature are singled threaded. If you can adjust the workflow to utilize filters for the bulk of the processing you will be much better off since they are by nature, multi-threaded. For example, if your HD form has 1/2 mil or a mil+ records, running escalation(s) against it can be intensive in a single thread. Even Remedy moved away from utilizing hundreds of escalations for their ITSM apps in favor of a more filter driven process. Just something to consider.
Eric Roys Sr. Software Engineer Verizon Business Email: [EMAIL PROTECTED] CONFIDENTIALITY: The information contained in this message and any attachment may be proprietary, confidential, and privileged or subject to the work product doctrine and thus protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify me immediately by replying to this message and deleting it and all copies and backups thereof. Thank you. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J Sent: Thursday, September 07, 2006 9:12 AM To: [email protected] Subject: Escalation reminder every X hours Hello Listers, Congrats to the ARSlist Award winners. ARS 6.3 MS SQL Server 2000 Midtier 6.3 Homegrown Helpdesk forms Just as a sanity check I thought I would ask if anyone has a good process for "send out an email notification every X hours if the ticket is still at a status of New"? After the obvious failure of setting the escalation time to 2 Hrs ( Ticket entered 1 second after Esc doesn't go out in email for 3 hrs 59 minutes 59 seconds) I decided to put a field on the HD form that will be populated with create time + 2 hrs. The escalation will run every 5 or 10 minutes and check the escalation time stored on create. It will increase the escalation time by 2 hours if the status is still New. The Run If will be 'ESC_Time' < $TIMESTAMP$ AND Status = "New" The reason I am running this by the List is that I wanted to know if there was a slicker way to do this. Anyone? . . . Bueller? Bueller? Thanks, John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ______________________________________________________________________ This e-mail has been scanned by Verizon Managed Email Content Service, using Skeptic technology powered by MessageLabs. For more information on Verizon Managed Email Content Service, visit http://www.verizonbusiness.com. ______________________________________________________________________ ______________________________________________________________________ This e-mail has been scanned by Verizon Managed Email Content Service, using Skeptic™ technology powered by MessageLabs. For more information on Verizon Managed Email Content Service, visit http://www.verizonbusiness.com. ______________________________________________________________________ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
