Since you are using SQL 2000 you might want to use Perfmon through SQL to capture queries to the DB lasting more than X seconds.
Run it for a few minutes and see what table/s are slow. Run something like this to the trace file you set up with perfmon to look at problems; Select * from TraceFile (nolock) Where Duration > 10000 From here you can then look at indexing. Updating stats. I suspect one or more of your queries are causing a table scan Might also have some pushes that use the condition of "0=1", or "1=2", you may want to change or remove these. Hope some of this helps, I have lived through before. Randy Simon Remedy Admin Online Resources Corporation 4795 Meadow Wood Lane Suite 300 Chantilly, VA 20251 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Harry Pugh Sent: Tuesday, January 22, 2008 12:02 PM To: [email protected] Subject: Re: Terrible performance - 6 concurrent users We've only been live for 3 weeks now and they've been complaining about performance for the past 2 weeks - which is about when everyone started really using the system. So there haven't been any major changes (no patches, no big customizations). I'll check the network settings and ensure we are set to full duplex. The DB has plenty of free space - I'll try running the profiler and comparing that with what I'm seeing from the API+SQL ARS logs. When I log in using the User Tool I also see pretty weak performance. We are using the windows client, nobody is using the web client. 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" From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda Sent: Tuesday, January 22, 2008 11:56 AM To: [email protected] Subject: Re: Terrible performance - 6 concurrent users ** Can you execute the query that took the 25 seconds from the ARS Server Machine? I assume you executed it on the SQL System... Has it always been this way, or has something changed lately? One thing to check is the Network connections/performance between the SQL Server & ARS Server (I like iPerf.exe myself) If you are running Gig-E, check that the NIC Cards are configured for FULL Duplex, and the SWITCH is configured for FULL. (Do not allow AUTO on any settings, as this has known isssues) Check the database for enough "free space", SQL Server hangs when expanding the data-files so to say. However you are on the correct stance, API+SQL... From the database standpoint you can always turn on Profiler, and record any query/update which takes longer than 10 seconds to execute, etc. Then manual compairson between API+SQL & Profiler... Lastly, if you remove console (or go to) the ARS Server, using User Tool, do you see the same performance results? And are your users utilizing the client or web?? Good luck On Jan 22, 2008 8:42 AM, Harry Pugh <[EMAIL PROTECTED]> wrote: ** 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! Error! Filename not specified. 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. 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