Have you had any performance issues in the Agent or Customer Consoles? We've been in production since Feb 2006 and it has been getting slower and slower. I was able to resolve two issues but haven't been able to address the third one and Remedy support hasn't been much help. They say they haven't seen any problems but I'm curious as to how many CS installs are in production and if they have any volume. We've got 100,000 issues, 10,000 tasks and 300,000 activities\interactions.
These are the issues I discovered: Agent Console The query that populates the Activities window is doing a full table scan. It is looking for open activities related to the group\individual and issues assigned to the group\individual that have activities. There is a view that joins the issues and activities forms and the query is performing an OR across the two tables. We don't relate activities to individuals so I removed that part of the query when an individual is selected and it returns quickly now. We do relate activities to groups so I couldn't remove that part of the OR when a group is selected. It is taking 30-40 seconds for the agent console to load when a group is selected. I've been working with Remedy and they eventually said they aren't Oracle DBAs and it works for them so they don't know what to do. Customer Console The functionality that populates the Issue Highlights stats (Open\Escalated\..) takes over 30 seconds to execute when the console is first loaded. After selecting a customer it executes quickly. The problem occurs when a search for NULL is performed. I updated a filter to only execute when not null and it resolved this issue. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
