We are facing a similar issue after the Remedy User Tool or driver
program is idle more than 1 hour where it takes anywhere from 1-2 mins
for an operation to complete. After the initial delay, everything
responds quickly. We've seen this issue with v6.3 patch 22 as well as
7.0.1 patch 4. However, no delay is experience when running the driver
program directly on the server. Below are the results of using the
driver program on a user's workstation. The first call took 100+
seconds to complete while the next API call took less than 1 second to
complete. In addition, this is not related to threads being too busy as
the maximum number of threads are not being utilized, and we even tested
using a private thread with the same results. Lastly, the API and SQL
logs do not show the 100+ seconds it took to complete the GE API call.
It seems to be an issue with the network connection as it only happens
with remote clients. We have a ticket logged with BMC on this issue as
well.
1st GE API Call After 1 hour delay:
2nd GE API Call immediately the initial delay
ARGetEntry results
Return Code: OK
Field Value List: 2 items
Field Value Struct:
Field Id: 1
Value: (char) HD0000000027513
Field Value Struct:
Field Id: 7
Value: (enumerated) 3
Status List: 0 items
Start Time: 1189801277.640000 (Fri Sep 14 2007 16:21:18)
Finish Time: 1189801378.562000 (Fri Sep 14 2007 16:22:59)
Elapsed Time: 100.922000
ARGetEntry results
Return Code: OK
Field Value List: 2 items
Field Value Struct:
Field Id: 1
Value: (char) HD0000000027513
Field Value Struct:
Field Id: 7
Value: (enumerated) 3
Status List: 0 items
Start Time: 1189801475.500000 (Fri Sep 14 2007 16:24:35)
Finish Time: 1189801475.593000 (Fri Sep 14 2007 16:24:36)
Elapsed Time: 0.093000
Thanks,
Bryan
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington
Sent: Wednesday, September 26, 2007 10:46 AM
To: [email protected]
Subject: Re: Delays after user tool sits idle
**
Yea... patch four broke the horizontal navigation bars on the left in
our ITSM7 stuff, so we rolled back to three. People here see this in
p3, p4 and 7.1. :-(
I was hoping 7.1 fixed this slowness thing, but evidently not.
I'm beginning to think it's something unique to our xp images here
(aaaaarg.)
--
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
[EMAIL PROTECTED]
262-703-5911
Rick Cook <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"
<[email protected]>
09/26/2007 09:42 AM
Please respond to
[email protected]
To
[email protected]
cc
Subject
Re: Delays after user tool sits idle
**
Tony, 7.0.1 p4 should be subtitled "We're really sorry about patch 3".
The patch 4 release notes mention that patch 4 fixes some errors that
were introduced in patch 3 - perhaps this is one of them? Of course, as
you have seen on other threads, patch 4 is no day at the beach, either.
Rick
On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote:
**
All -
Has anyone experienced the issue of the User Tool taking an extremely
long time to perform any action after sitting idle for a few minutes?
Click, wait a minute, then poof everything is back to normal.
We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1
tool. I'm going to open a ticket with support, but I was hoping for
some "me too's" or tips. :-)
(Nothing in client-side logging other than a gap where the tool is
frozen.)
Thanks,
Tony
ITSM7.0.2p4/win2kr3/10gr2
--
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>
262-703-5911
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