Hi,
On ITSM 8.1.02, [email thread below], we've 225,000+ companies ('Customer') and
therefore 225,000+ groups in the group form. The Remedy service takes about 20
minutes to start with this volume of groups.
We attempted to upgrade ARS from 8.1.02 to 9.1.03. AR Upgrade to 9.1.03 failed
repeatedly. We deleted the companies and completed the upgrade to ITSM 9.1.03.
Now when we’re importing the companies back into Group form, Remedy service
took 2 hours to come up with only 80000 groups or doesn’t come up at all in a
timely manner for more groups.
ARS 8.1.02 with 225,000+ groups was able to start service at least after 20
minutes. Whereas, ARS 9.1.03.001 is not even able to start service in a timely
manner. We've an unusable system now !! Any help is much appreciated.
Thanks,
Radhika Narayanan
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Monday, August 17, 2015 6:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Do 300,000 companies fit?
Peter,
First, this response is about your issue, not the 300,000 companies. That
issue needs two things -- really, 300,000 companies??? and some investigation
on what is causing the issue there -- it looks like it may be a memory issue on
the server startup and I know that it is going to cause some issues with the
mid-tier until a feature that is currently being reworked is finished. But
that is a different discussion. (We do have in production examples of 20,000
companies that are working just fine.)
On your example about users not able to see each other's tickets...
The key problem right now is the way that ITSM handles row level security by
the Company. Doing that means that the visibility of things within the company
is a bit wider than desired as you ca see tickets for others -- as you note.
The good news is that the rework of this issue is finally under way and it is
targeted to be addressed by the end of the year (and of course all comments
about anything that is not in released product may or may not happen and any
timeline may change and all the other caveats). The row level security is
going to change to stop putting companies in the row level security access and
focus on putting things at the support group level. Then, hierarchical groups
can be used to parent the support groups up to higher order groups so you can
have users (like your support staff) with cross-ticket access. But, end users
will only be able to see their own tickets and not tickets for the entire
Company.
The good news is that you mention you don't have to do this right away. So,
the work completing (it is already well under way in development) is going to
happen and be released before you are ready for it. Take a look at this change
when it comes later this year. I think you will find it interesting.
By the way, for everyone else, this change also enables many more interesting
capabilities and makes them dead simple -- separating tickets by organization
within the company. You can have a shared company catalog, but different
departments can keep their tickets separate from individuals AND from the
different support organizations within the company.
Overall, it is a small, but significant shift in the row level security of
ITSM. The AR System platform supports the segregation, the applications just
were not loading the data in the best way possible. That is being fixed. In
addition, the use of the hierarchical group feature in the applications finally
will add a lot of options to what you can do with permissions and the control
of access.
Something to look forward to.
(again, I emphasize that any feature or functionality that is discussed in this
email may or may not happen in any given release or in fact ever. Any timing
or dates or indication of near term or longer term arrival of any capability
not in shipping product is pure conjecture on my part and may or may not
reflect any timing or dates that may actually be achieved....)
Doug Mueller
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: Sunday, August 16, 2015 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Do 300,000 companies fit?
We may need millions of customer at some point and also were concerned about
the ability of the system to handle so many companies.
We did ask BMC but even though they said there was no limit we still think we'd
run into issues similar to what you are seeing.
We thought, instead, that we'd have one company and millions of people
associated with this company and to identify them via their organisation.
For this to work for us we'd need self registration in MyIT and also a way of
preventing users seeing each other in MyIT neither of which are currently there.
We won't need to do this for a while so we still have thinking time.
Cheers
Peter
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
Sent: 16 August 2015 15:28
To: arslist@ARSLIST.ORG
Subject: Do 300,000 companies fit?
Hi,
After loading 300,000 companies to COM:Company form in ITSM 8.1.02 Patch 1
(Windows 2012/SQL Server 2012) that also created 300,000+ Groups in the Group
form and group cache, when AR Server service was restarted , it fails to come
up !
Is 300,000 too many groups for the AR Server?
SQL Log during service start shows AR Server is loading group_cache table.
Armonitor.log shows the server pausing for 15 minutes each time and only on the
4th retry the arserver.exe comes up. However, Developer Studio doesn't open and
throws an error "RPC Timed out. Timeout during data retrieval due to busy
server."
Is 300,000 Companies/Groups too many? We have to be able to create incidents
against the 300,000 customer companies in ITSM. Is there an alternative?
Thanks
Radhika
+44 20718 25880
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers
Are, and have been for 20 years"
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers
Are, and have been for 20 years"
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers
Are, and have been for 20 years"
--
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist
