Totally custom apps, nothing out of the box at all. Performing similar tasks, ticketing, change management, but the lions share of work is done via ticketing. Probably 95% of the activity.
-----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of William Rentfrow Sent: 26 June 2008 15:52 To: [email protected] Subject: Re: Remedy - sensitive to network performance? ** No packet loss != fine :) Obviously there is some network degradation during those times. Does your network team have some kind of SLA regard what "acceptable" network response time is? It is presumably a good exercise to do your API logs as well and make sure you have the correct # of threads available. Now - to go a step off the deep end..... Are you using Remedy OOB apps? If you are using Incident Management you can do a couple interesting reports. Just make a simple report formula of: 'Submit Time/Date' - 'Reported Time/Date'. Reported time/date is stamped by the client on window open. Submit date/time is stamped by the server on create (as I'm sure you know). So basically this gives you the time between when the window was opened and when the case was actually created. If on average all other factors are the same (technician time spent opening a case) then the change in time over the course of a day for case creation should be able to be seen quite easily on a graph. Your peak times will result in a much higher number from this formula. You can then possibly correlate that with activities going on around the enterprise (i.e., does the guy in HR pull all his agent performance metrics at a certain time every day). _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Barber, David Sent: Thursday, June 26, 2008 9:36 AM To: [email protected] Subject: Re: Remedy - sensitive to network performance? ** Tickets raised per day is anyones guess, typically several 5-6 thousand+ We have gone through a lot of this at the same time as other users, and no matter what time of day we get similar differentials - 10secs here, up to 2-3 minutes elsewhere. We've found that our performance doesn't tend to vary much on/off peak - the only time I've found it hitting me happens to be when the network responds at an average of say 60ms, rather than the normal 10ms. Tried going over this with some of the networking teams. Hate to say it, but the repsonse is invariably one of "network is fine, no packet loss" ... frustrating. Regards Dave -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Howard Richter Sent: 26 June 2008 15:30 To: [email protected] Subject: Re: Remedy - sensitive to network performance? ** David, That sounds about right on the load (but with out knowing the number of users and tickets created per day that is a guess). You could go olld school to pin down the issue. Have one of your remote users (that see the slow down) with you at the same time and do the same functions and time them. Do it at peak times as well as non-peak. Also have your network admin on the phone. hbr On 6/26/08, Barber, David < [EMAIL PROTECTED]> wrote: Sorry ... Clients are all running on v7.0.01 user tool. No mid tier in use. AR Server is running on Win2k3, 8 procssors Database is running sql server on similar hardware/OS to the AR Server The server/database are very close to each other. Based in a data center somewhere very remote from us in head office. Invariably here at head office performance is fine, its other users who generally have problems. From the experience and tests we've done it does appear to be sensitive to network performance. Although having said that AR Server load is around 20-25%, SQL Server normally 90+% load. Regards Dave -----Original Message----- From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] Behalf Of William Rentfrow Sent: 26 June 2008 15:06 To: [email protected] Subject: Re: Remedy - sensitive to network performance? Can you give us more information about your setup? Database type, server OS, web server type, etc? I assume you are using 1 AR Server connected to a local (relative to the server) database. You did not mention whether or not you are using the Web or Windows clients either. William Rentfrow Principal Consultant, StrataCom [EMAIL PROTECTED] O 952-432-0227 C 701-306-6157 ________________________________ From: Action Request System discussion list(ARSList) on behalf of Barber, David Sent: Thu 6/26/2008 8:11 AM To: [email protected] Subject: Remedy - sensitive to network performance? ** Hi, Has anyone experienced end-user performance problems with Remedy over larger networks? We're running a suite of bespoke applications, and are finding that some tasks such as opening/updating incidents can take orders of magnitude longer in some locations. For example it can take me 8 seconds, but a colleague at another location 2 or 3 minutes. Have been able to do some local benchmarks - typical ping responses are circa 10ms, but at points when we find that even our performance is hit, we find the network is responding to pings at maybe 60+ms. Our network guys invariably say that the network is running fine ... So it appears that Remedy, or at least the applications we're running, are incredibly sensitive to network performance. Any suggestions from the list as to what we can do to improve performance? Regards Dave This e-mail has been scanned for viruses by the Cable & Wireless e-mail security system - powered by MessageLabs. For more information on a proactive managed e-mail security service, visit http://www.cw.com/uk/emailprotection/ The information contained in this e-mail is confidential and may also be subject to legal privilege. It is intended only for the recipient(s) named above. If you are not named above as a recipient, you must not read, copy, disclose, forward or otherwise use the information contained in this email. If you have received this e-mail in error, please notify the sender (whose contact details are above) immediately by reply e-mail and delete the message and any attachments without retaining any copies. Cable and Wireless plc Registered in England and Wales.Company Number 238525 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ __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" This e-mail has been scanned for viruses by the Cable & Wireless e-mail security system - powered by MessageLabs. For more information on a proactive managed e-mail security service, visit http://www.cw.com/uk/emailprotection/ The information contained in this e-mail is confidential and may also be subject to legal privilege. It is intended only for the recipient(s) named above. If you are not named above as a recipient, you must not read, copy, disclose, forward or otherwise use the information contained in this email. If you have received this e-mail in error, please notify the sender (whose contact details are above) immediately by reply e-mail and delete the message and any attachments without retaining any copies. Cable and Wireless plc Registered in England and Wales.Company Number 238525 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ This e-mail has been scanned for viruses by the Cable & Wireless e-mail security system - powered by MessageLabs. For more information on a proactive managed e-mail security service, visit http://www.cw.com/uk/emailprotection/ The information contained in this e-mail is confidential and may also be subject to legal privilege. It is intended only for the recipient(s) named above. If you are not named above as a recipient, you must not read, copy, disclose, forward or otherwise use the information contained in this email. If you have received this e-mail in error, please notify the sender (whose contact details are above) immediately by reply e-mail and delete the message and any attachments without retaining any copies. Cable and Wireless plc Registered in England and Wales.Company Number 238525 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ This e-mail has been scanned for viruses by the Cable & Wireless e-mail security system - powered by MessageLabs. For more information on a proactive managed e-mail security service, visit http://www.cw.com/uk/emailprotection/ The information contained in this e-mail is confidential and may also be subject to legal privilege. It is intended only for the recipient(s) named above. If you are not named above as a recipient, you must not read, copy, disclose, forward or otherwise use the information contained in this email. If you have received this e-mail in error, please notify the sender (whose contact details are above) immediately by reply e-mail and delete the message and any attachments without retaining any copies. Cable and Wireless plc Registered in England and Wales.Company Number 238525 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
