In response to Susan's comments about archiving the AR System Email Messages form:
According to Remedy Support, creating an Archive Form for the AR System
Email Messages form causes a duplication of the reserved fields used by the
email engine to send email. Apparently the email engine was not setup to
distinguish Field IDs such as 18085 between two separate forms. When I
created an Archive form off the Email Messages form, the Email Engine
decided that my Archived Email Messages form was the new form to process
incoming and outgoing email on. This became somewhat amusing as Incoming
email went directly to my Archive Form, and Outgoing email just sat in my
original Email Messages form waiting to get processed.
Removing the Archive form and restarting the Email Engine fixes the
problem.
(Embedded image moved to file: pic14989.gif)Countrywide
James Van Sickle
Remedy Developer II
IT - Enterprise Change & Config
972-696-5779 Office 1000 Coit Road
92-540-5779 Mail Stop: PCRD-2-78
Internal Plano, TX 75075
Thad K Esser
<[EMAIL PROTECTED]
COM> To
Sent by: "Action [email protected]
Request System cc
discussion
list(ARSList)" Subject
<[EMAIL PROTECTED] Re: [ARSLIST] BMC Remedy - Copy to
ORG> Archive and Delete from Source
03/26/2008 01:43
PM
Please respond to
[EMAIL PROTECTED]
RG
**
Joe,
Properly indexed and tuned 400,000 tickets on a form shouldn't be a
problem. To expand on what Susan indicated, nine times out of ten, the
biggest cause of slowness when opening forms is table fields that are
needlessly being refreshed. Watch out for tables being refreshed on hidden
tabs. Have an active link that fires on Gain Focus (of that tab) AND also
on Display, with a run if of ('Page Holder' = "Tab Name'). The one action
would be the table refresh.
Of course there are other causes for slowness on opening of forms, but I've
found this is the most common, and typically the easiest to fix. (oh, and
be suspect of any active link that fires on all three of Window Open,
Window Loaded, and Display - its probably running three times when you
display a ticket).
Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard
Bach
"Susan Palmer" <[EMAIL PROTECTED]>
Sent by: "Action Request System
discussion list(ARSList)" To
<[email protected]> [email protected]
cc
03/26/2008 08:27 AM Subject
Re: BMC Remedy - Copy
to Archive and Delete
Please respond to from Source
[email protected]
**
Mel,
I have found that for 'us' keeping less than 100k Help Tickets or Tasks in
those forms keeps performance at an acceptable level. You have to remember
that all workflow is affected by the number of records in the form and keep
in mind any table fields that are refreshed.
We generally keep 13 months of or closed records.
Since we upgraded to v7.0.1P3 last year I was excited about the 'archive'
option. In the last month I've used it on HTs, Tasks and email messages.
For us it appears to require a huge amount of disk space for the
copy/delete option. That needs to be planned for and it was greater than 1
for 1 which is logical since another table is now holding the same record.
For us it was quite a bit more than that infact we nearly brought the
server down.
I only archive in the lowest of production hours (night) when minimal users
are on the system.
I was also notified yesterday that it is not recommended to archive system
email messages, there is some unusal result related to it. Sorry did not
get more info.
I found the actual archiving to go fairly quick, was doing about 70k
records both times. I liked the fact I didn't have to manually delete the
records afterwards.
hth,
Susan
ShopperTrak
On Wed, Mar 26, 2008 at 8:28 AM, Melanie Snayer <[EMAIL PROTECTED]>
wrote:
**
Hi Joe
Thanks so much for this information. Would you perhaps be able to tell me
whether there was a delay on saving Help Desk tickets before you archived?
Regards
Mel
On 3/26/08, Joseph Kasell <[EMAIL PROTECTED]> wrote:
Mel,
We're running 7.0.1 with ITSM 6. We instituted archiving a little over a
month ago, it was sorely needed, and it certainly has made a difference.
Since Remedy was put into production back in the summer of 2004, approx
390,000 tickets had been submitted. The amount of tickets had not been a
problem until recently when we began to see performance lags performing
various actions in Remedy. Opening an existing Help Desk ticket from the
Remedy Support console alone was taking anywhere from 1 to 5 seconds
depending on the ticket (API and SQL logs were very helpful here).
We decided to archive all Help Desk tickets with a status of Closed that
were older than 13 months. We considered using Remedy's archiving feature,
but eventually went with Misi Mladoniczky's rrrchive utility. Since our
lab testing indicated that the archiving of an estimated 250,000 tickets
would take about 6 to 7 hours (and slow the system down tremendously), we
decided to archive in chunks of 40,000 which limited the performance pain
to about an hour. We did this for 7 nights in a row. I can tell you that
since, performance has improved tremendously (max time to open an existing
ticket is about a second). Archiving is done nightly now. It takes a
minute to archive the 400 to 500 tickets that meet the archive criteria. I
know that my users are happy.
Joe
Joseph Kasell
Navy Federal Credit Union
Melanie Snayer
<[EMAIL PROTECTED]
MAIL.COM> To
Sent by: "Action [email protected]
Request System cc
discussion
list(ARSList)" Subject
<[EMAIL PROTECTED] Re: BMC Remedy - Copy to Archive
ORG> and Delete from Source
03/26/2008 05:45
AM
Please respond to
[EMAIL PROTECTED]
RG
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Hey Thivagar
We are in a 7.01 environment but I'm glad to know that this improved on
performance. Could you perhaps give me a rough indication of the
following information:
- what your database size is
- number of records before the archive
- time taken to save a call before the archive
- number of records after the archive
- time taken to save a call after the archive
Anyone else like to share a bit of their archiving info with me?
Regards
Mel
On 3/26/08, Thivagar Sankaran <[EMAIL PROTECTED]> wrote:
> **
>
> Hi Mel,
>
>
>
> Recently I have archived the data in my 6.3 environment. I have done this
> to improve the performance and I observe the performance has been
improve=
d
> considerably. But the issue was, the Copy to Archive and Delete from
> Source option was not working in my environment. Hence I went for Copy to
> Archive Option and deleted the data manually. I have raised this issue
wi=
th
> BMC. But as usual I didn't get a proper response.
>
>
>
> Thanks & Regards,
>
> Thivagar Sankaran
>
> ITIL =96 Foundataion Certified
>
> Remedy Developer
>
>
> ------------------------------
>
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