Hi List - I'm having some issues with the Notifications engine on ITSP. I wonder if anyone has any ideas of how to solve this?
Entries are created in the form NTE:SYS-NT Process Control. An Escalation called SYS-NPC-IM1-TriggerGroupNTG runs every minute and processes the entries in this form. From this form multiple entries are created in the form NTE:SYS-NT Individual NT Control. An escalation called SYS-NTI-IM1-ProcessNotifications processes these notifications and they are sent to the NTE:Notifer form which sends them to the email engine. Because escalations are single threaded in Remedy 6.3, we have disabled these escalations and replaced them with APIs duplicating the escalation processing. The APIs simply loop round the relevant forms and run the exact workflow that the escalations did. Our issue at the moment is that we have a large amount of customers. Many of the Support Groups that are defined for these customers contain >50 people in them. We have automated processes generating tickets and assigning them to these Support Groups. It's easy to see that in very little time, we can have 3000-4000 entries in the NTE:SYS-NT Individual NT Control form. It can take the API a significant time to process these. I can't restrict these automated tickets and can't restrict the notifications. Has anybody come across this issue before? If so, how did you fix it? One option I have thought of is to create an API that fires on Submit of an entry in NTE:SYS-NT Process Control. This API would then take control of all the entries created in the NTE:SYS-NT Individual NT Control and process them. I can see that this would work, but we would have multiple APIs running at once. Environment Remedy 6.3 - Server Group (2 user server, 1 admin server) Oracle database Windows 2003 We are due to move to Remedy 7 and ITSM 7 later on in the year. The same issue will obviously continue on ITSM Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services & Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: gavin.cole...@computacenter.com W: www.computacenter.com ********************************************************************** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the registered number 3434654. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (FMS) Limited is registered in England and Wales with the registered number 3798091. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ********************************************************************** _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
