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From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Tuesday, January 22, 2008 12:01 PM To: arslist@ARSLIST.ORG Subject: Re: Terrible performance - 6 concurrent users ** Never hurts to look at the obvious first. Is your server running in Development Cache Mode? Leonard Mike Pugh Software Engineer AMERICAN SYSTEMS 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com phone: (703) 968-5265 mobile: (203) 434-5082 [EMAIL PROTECTED] "Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards" ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Harry Pugh Sent: Tuesday, January 22, 2008 8:42 AM To: arslist@ARSLIST.ORG Subject: Terrible performance - 6 concurrent users Hi, I'm running into some pretty bad performance problems with what should be a pretty simple setup for Remedy and ITSM 7. Our help desk users are experiencing delays of up to 30 seconds just when pulling up the dropdowns for the Operational Categorizations. They're experiencing delays from 45 seconds to a minute just to pull open an Incident form. Saving an incident takes up to 20 seconds. We only have 6 concurrent users out of a user base of 22. We're running ARServer 7.1 and ITSM 7.0.02 patch 6 on one server with 2xDual Core 2.66GHz Xeon processors, 3.5 GB RAM. The DB is running on SQL Server 2000 on a separate box with a lot of RAM and RAID 5 storage. The avg. cpu % on the ARServer is very low (< 3%) and ARServer.exe is taking up 673 MB of RAM, aremailid.exe is taking up close to 40MB of RAM, and arplugin.exe is taking close to 28MB of RAM. I turned on SQL and API logging and used the LogAnalyzer tool to run through the SQL logs. I'm showing one query that one of my users executed that took 26.358 seconds to complete - when I copy and paste the SQL Command into SQL Server Management studio it executes and returns the result immediately. There are also some queries run by the Remedy Application Service that claim to take 300 seconds to execute - again it returns immediately when I run the query on my own. So something must be blocking these queries, but what? As far as Incident is concerned, we're running a pretty out of the box setup for ITSM 7. The API log analysis looks pretty bad as well, I saw a lot of long running commands: * 20.85 seconds (executed by a user): +SE ARSetEntry - schema HPD:Help Desk entryId INCxyz from Remedy User (protocol 13) at IP address a.b.c.d * 300.45 seconds (executed by Remedy App Service): +GLEWF ARGetListEntryWithFields - schema BMC.CORE.CONFIG:BMC_CIToConfigBaseRelationship from Unidentified Client (protocol 12) at IP address * 51.466 seconds (executed by a user): +SE ARSetEntry - schema HPD:Help Desk entryID ..................... As for our server queues, I'm using the following: * Alert Min 1 Max 5 * Escalation Min 1 Max 20 * Fast Min 5 Max 20 * <blank> Min 2 Max 15 * List Min 15 Max 25 Any ideas for how to troubleshoot this are greatly appreciated!! Thanks! Mike Pugh Software Engineer 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com <http://www.americansystems.com/> phone: (703) 968-5265 mobile: (203) 434-5082 [EMAIL PROTECTED] "Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards" LEGAL DISCLAIMER: The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. 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. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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