Kathy,
There are are a few things that I think will help explain the
details... so let me start at the beginning....
I see three questions in your post:
RE: Question #1
"
When the user selects the menu in Help Desk - does it go to the
database to query all the records from the location table.
"
Depending on how the menu is defined, the list of values to be shown
to the user ( on the menu UI ) may be determined at a few different
points in time.
If the menu is a search menu that refreshes "on 15 minute"
intervals, then the server gets a list of the values, and holds them
in RAM. When the Client asks for the ARS menu object then it gets the
list of values on the server at that time. (The client may even re-ask
for the list every 15 minuets too, but I have never taken the time to
watch/test that detail.)
If the menu is a search menu that refreshes "on Connect" then the
list is gathered when the user opens the ARS form.
If the menu is a search menu that refreshes "on Open" then the
list is gathered when the user clicks (mouseDown) on the Menu widget
itself. (If the user clicks 15 times and never selects a value then 15
searches were likely done to the RDBMS.)
Beyond "When" the data is retrieved the "What" data is retrieved is
determined by the ARS Menu definition too. So if there is no Query
Qualification, then "All records" would be returned. However, that is
not a likely condition for a production application.
RE: Question #2
"
Secondly, if I have an open window action that passes a qualification
against the Help Desk table - - does the workflow query the database
once or twice to get the results?
"
This does not really sound like a "Menu" question to me... but...
First see the above description of how menus work with reference to
their refresh options and how that relates to the opening of an ARS
form object.
It might also be useful to know that it is possible that the menu data
will be refreshed once for the Window Open, and for a second menu
(maybe looking at similar data, but from a different field, or maybe
from active links that might swap the menus on fields etc...) So if
you are watching SQL logs you may see queries that look very much a
like, but are in fact from different ARS objects.
Also.... You may be seeing two "searches" because of the "Results
list" data and the "Detail" parts of the screen. When the UI (ARS
form) has a "Results List" and a "Detail pane" visible the data is
retried in two separate API calls. GLF (Get List with Fields to fill
the "Results List" UI) and a second call that retrieves the details
for the selected record in the "Results List" in the form of a GE (Get
Entry). Maybe this behaviour is really want your asking about?
RE: Question #3
"
However when Remedy runs the open window $qualification$ action does
it search the entire HPD:Help Desk table to process the qualification
?
"
I am sorry, but I do not understand this question. How can any
application search a table without searching the "entire table"?
(under any conditions?) If the qualification is set up to not use an
index, then a table scan might happen. However that has more to do
with the quality of the qualification and the indexes that exist on
the table then any details of how ARS.
HTH
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap.... Pick two.
On Fri, Apr 4, 2008 at 3:50 PM, Kathy Morris <[EMAIL PROTECTED]> wrote:
> **
>
> Hi,
>
> We have a search menu in the Help Desk that pulls from another table (i.e.
> locations). When the user selects the menu in Help Desk - does it go to the
> database to query all the records from the location table. Secondly, if I
> have an open window action that passes a qualification against the Help Desk
> table - - does the workflow query the database once or twice to get the
> results? I believe it searches the database to get the location data, and
> the second time to process the qualification. However when Remedy runs the
> open window $qualification$ action does it search the entire HPD:Help Desk
> table to process the qualification ?
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