Hi Lee, This isn't surprising. The ITSM consoles grind to a halt as well once a similar number of HD tickets are raised.
Try looking for qualifications that use $GROUPS$ with a "LIKE" and replacing them with something a bit smarter. We use a guide that finds all groups a user is in and builds up a qualification of 'Group+' = "Group A" OR 'Group+' = "Group B" etc. This improved our console refreshes from about 15 - 16 seconds down to less than a second. As for Support, no surprise there either. It appears their definition of "enterprise" systems means less than 10,000 Help Desk tickets :-) Matt -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lee Phillippi Sent: Wednesday, 4 October 2006 3:16 AM To: [email protected] Subject: Re: Customer Service 5.6 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 ********************************************************************** The information in this e-mail is confidential and may be legally privileged. It is intended solely for the addressee. Access to this e-mail by anyone else is unauthorised. If you have received this communication in error, please notify us immediately by return e-mail with the subject heading "Received in error" or telephone +61 2 93357000, then delete the email and destroy any copies of it. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. Any opinions or advice contained in this e-mail are subject to the terms and conditions expressed in the governing KPMG client engagement letter. Opinions, conclusions and other information in this e-mail and any attachments that do not relate to the official business of the firm are neither given nor endorsed by it. KPMG cannot guarantee that e-mail communications are secure or error-free, as information could be intercepted, corrupted, amended, lost, destroyed, arrive late or incomplete, or contain viruses. KPMG, an Australian partnership, is part of the KPMG International network. KPMG International is a Swiss cooperative that serves as a coordinating entity for a network of independent firms operating under the KPMG name. KPMG International provides no services to clients. Each member firm of KPMG International is a legally distinct and separate entity and each describes itself as such. Liability limited by a scheme approved under Professional Standards Legislation. This footnote also confirms that this e-mail message has been swept by MIMEsweeper for the presence of computer viruses. See www.mimesweeper.com for more information. ********************************************************************** _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
