Marvin, Two things pop to mind with the scenario you have described 1 - The delay is caused by a re-login to the remedy server after a connection timeout....you can verify this by either checking the user.log (if you have it turned on), or by checking your user license log (available in 7.5, if you have it turned on)
2 - Native client is being swapped to hard drive instead of residing fully in memory and it's taking the user tool a few seconds to put itself back in memory before it performs whatever function you are asking of it. This delay, I'm not sure how to check for...I'm sure there are utilities out there that will tell you 'where' an app is in memory, but I don't know the names of any off the top of my head Those are my first thoughts :) -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of remedymarv Sent: Wednesday, June 22, 2011 4:48 PM To: [email protected] Subject: Remedy User Tool has 20 second delay after a period of inactivity > 40 minutes ARS Prod 7.5 gives a pause/delay after > 40 min of inactivity in the user too Hi, first post! I recently inherited a Windows-based Remedy system, even though I am a Linux guy. For Remedy there is consistent pause / delay in ARS Prod 7.5 from the user (client) tool (you see the circle, seems like a “hang” ) for about 20-25 seconds – not randomly, but after a period of inactivity while leaving the Remedy client open. The inactivity period can range anywhere from overnight to only 40 minutes. It could be an hour but it appears to be 40 minuts. It for sure is not there for an inactivity period less than 40 minutes. Also, the particular Remedy app does not seem to matter (e.g. problem tracker or helpdesk, etc). This seems to have been first noticed for users around the time of an IT network segmentation project & Firewall (they are running a Palo Alto networks firewall but not enforcing any rules). I thought that was the cause initialy, but I can replicate the same problem on my laptop just by plugging into the same Juniper switch as the server. Ports are all default settings. Most/many other settings are default (vanilla). It is a Dell R900 on Windows Server 2008. Dell has examined the DSET and found nothing glaring except slightly old drivers, bios etc. Event viewer, is clean, SQl server seems fine. We are actually pursuing various "hypothesis" but I don't want to pre-bias anyone. I can elaborate in a future post. I am working with BMC support but so far there is no magic bullet and I am conducting futher tests but looking for inuput. BMC says that waits like this under 1 minute are considered normal- however they are still working with me. Our users probably wouldn't care about this, except it did not happen at all until about 3 weeks ago, so telling them that this is "normal" doesn't work. The current "workaround" is to tell users to just log off and on a lot instead of leaving their user tool open all the time. Many of these people are support analysts and engineers, probably about 10-30 people, maybe 40 on at one time? I have searched this forum and can't find this exact issue. Configuration: Dell R900 w/ 32 GB of Memory, single tier Win 2008 Server 64 bit, SQL serve 2005. All on a single box/ server. This problem is happening through the ARS 7.5 User tool (thick client) nobody uses the mid-tier (web client) although I will be trying to replicate this on the web-tier next (as well as with the thick client on our test system) -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/Remedy-User-Tool-has-20-second-delay-after-a-period-of-inactivity-40-minutes-tp6506445p6506445.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
