You will have to turn on the api logging to know why. Because the escalation is single threaded, it only processes a single record at a time in the stack of records it will execute against. If you are tripping things like arf plugins or other things that occupy other threads (fast/list), it is definitely possible that you could occupy more than just the single escalation thread.
Axton Grams On Dec 19, 2007 4:59 PM, Robert Halstead <[EMAIL PROTECTED]> wrote: > ** Ahh, I see. I was wrong then thinking that the admin queue was the only > one that had database access. So, then let me ask this. If the fast and > list queues hold their own database connection and are multithreaded, and we > currently have our queue sizes setup up so that the minimum is 1 and the > maximum is 10 for both, why would this cause users to not be able to log in > while this escalation was running? > > Also, is there anything in specific that i'm looking for in the filters > while a ticket closes? > > > > On Dec 19, 2007 2:47 PM, Axton <[EMAIL PROTECTED] > wrote: > > > > > > > > The admin queue is single threaded, but it is only used for admin > > (specific) operations. > > The escalation queue, in your version, is single threaded. > > The fast/list queues are multi-threaded; this is where the bulk of the > > work is performed. > > > > Each thread, for each queue, has its own db session. > > > > Take a closer look at what the escalation was doing (what are the > > filters doing that it trips). > > > > Axton Grams > > > > On Dec 19, 2007 4:24 PM, Robert Halstead <[EMAIL PROTECTED] > wrote: > > > ** Hello all, > > > > > > > > > > > > First off, we are using AR Server 6.3 patch 22. We have a escalation > that > > > automatically moves our incident tickets from resolved to closed after > 48 > > > hours of the ticket being resolved. We recently resolved around 40,000 > > > tickets a couple of days ago not thinking of this escalation. Well, > today, > > > the escalation brought Remedy to a halt as the escalation took over all > > > resources. > > > > > > If I remember the docs correctly, the arsystem uses the admin queue for > all > > > database connections correct? And if I also remember correctly, you can > > > only have one admin queue. Why is this limitation in Remedy? And if > there > > > isn't a limit, what would be the suggested number? We have a server > group > > > of two servers and one database, we're thinking about using one server > for > > > all escalations and another that the users can use so that if this > happens > > > again, only the escalation server will be bogged down and not the server > > > everyone is using. Is this a valid setup for a server group? > > > > > > Also, is there some way to force Remedy to say only resolve a limited > number > > > of tickets in a go? Like a SQL Limit statement? I'm sure we are not > the > > > only ones who have ran into this problem, but how do you guys handle > that > > > many tickets in a go? > > > > > > -- > > > "A fool acts, regardless; knowing well that he is wrong. The ignoramus > acts > > > on only what he knows, but all that he knows. > > > The ignoramus may be saved, but the fool knows that he is doomed." > > > > > > Robert Halstead __20060125_______________________This posting was > submitted > > > with HTML in it___ > > > > > _______________________________________________________________________________ > > > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > > > > -- > > > "A fool acts, regardless; knowing well that he is wrong. The ignoramus acts > on only what he knows, but all that he knows. > The ignoramus may be saved, but the fool knows that he is doomed." > > Robert Halstead __20060125_______________________This posting was submitted > with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
