Funny thing...
Ars6.3 patch 18, windowz 2003, sql 2000... Yesterday I had reported that some SLA Information in 'certain tickets' was incorrect :-( 1225 tickets from > 1,068,275 hpd tickets... We have a time field which is set when status changes to Resolved (filter execute 50) and a filter which executes at 900 to do a business time calc for "resolve date - create date"... 1225 tickets have a negative number in the field. Extremely intermittent, and has been occurring amazingly for years without anyone noticing until now :-( Of the recent tickets, there is NOTHING in the arerror log, system event log, nodda-nothing to go on during the timeframe of the "set to resolved"... Of course, in our business time demo form, we do a calculation NOW of the information and it is accurate. Additionally I will not even try to open a ticket with Remedy, er' BMC, on this topic, as the only response I will get is "give us a definition file, plus server trace"... I'd love to have a trace myself, but on that small error ratio how can you :-( Yah I know, put in another filter at 910 that if the time is negative to 'goto 900' again... but... WHY? Obviously something is busted in ARServer trying to spawn BTC... of course trying to PROVE it to Remedy is a different issue... Thanks-n-advance; HDT Platform Incident / Problem Manager & Architect Robert Molenda IT OS PA Tel: +1 408 503 2701 Fax: +1 408 503 2912 Mobile: +1 408 472 8097 [EMAIL PROTECTED] Quality begins with your actions. ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ankur Gulati (GR/EIL) Sent: Monday, February 05, 2007 11:34 PM To: [email protected] Subject: Difference in execution of Application-Bus-Time-Diff Hi All, I suddenly got into a spooky situation when everything works fine and suddenly next day you retry and things starts to act weird. There's a filter which when passed sets a field and here's the SQL and FLTR log excerpt for the same. This is for the ticket coming in through mail > 0: Set Fields > /* Tue Feb 06 2007 07:06:28.0521 */SELECT C536870931,C1404050501,C1404051002,C1404051001 FROM T116 WHERE C1 = '000000000000093' > /* Tue Feb 06 2007 07:06:28.0547 */COMMIT WORK > Application-Bus-Time-Diff "1170741900" "1170741986" "Silver - Major" "Silver - Major" > Exit code: 0 Value: 0 > Temp_Restoration_Time (1404051404) = 0 till 3 days back this would calculate the exact difference and now it only gives me 0. Nothing changed in these few days. Now the scary part is, when this same filter acts and pass the qualification for another ticket, it calculates the right business time difference and also the log shows more SQL commands: > 0: Set Fields > /* Tue Feb 06 2007 07:01:15.0537 */SELECT C536870931,C1404050501,C1404051002,C1404051001 FROM T116 WHERE C1 = '000000000000089' > /* Tue Feb 06 2007 07:01:15.0574 */COMMIT WORK > /* Tue Feb 06 2007 07:01:15.0595 */SELECT T80.C1,C8 FROM T80 WHERE (T80.C8 = 'Gold - Critical') ORDER BY 1 ASC > /* Tue Feb 06 2007 07:01:15.0632 */COMMIT WORK > /* Tue Feb 06 2007 07:01:15.0656 */SELECT C600 FROM T80 WHERE C1 = '000000000000016' > /* Tue Feb 06 2007 07:01:15.0682 */COMMIT WORK > /* Tue Feb 06 2007 07:01:15.0702 */SELECT T153.C1,C8 FROM T153 WHERE (T153.C8 = 'Gold - Critical') ORDER BY 1 ASC > /* Tue Feb 06 2007 07:01:15.0729 */COMMIT WORK > /* Tue Feb 06 2007 07:01:15.0749 */SELECT C1,C2,C3,C4,C5,C6,C7,C8,0,C180,C181,C620,C621,C622,C623,C624,C625,C626,C 630,C631,C632,C633,C634,C635,C636,C1201032721,C1201032802,C1402031913,C2 005101201 FROM T153 WHERE C1 = '000000000000027' > /* Tue Feb 06 2007 07:01:15.0777 */SELECT entryId,T0,U0,T1,U1,T2,U2 FROM H153 WHERE entryId = '000000000000027' > /* Tue Feb 06 2007 07:01:15.0799 */COMMIT WORK > Application-Bus-Time-Diff "1170405711" "1170741672" "Gold - Critical" "Gold - Critical" > Exit code: 0 Value: 335961 > Temp_Restoration_Time (1404051404) = 335961 there is NO SET FIELD IF condition why it is calculating 0 in the first case? and Why is the difference between the number of SQL calls? Regards Ankur __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
