Great points, Janie. I don't know that Remedy would scale to processing 5 million Incidents a day, unless the DB was kept VERY well trimmed and tuned. If they processed through some very tiny form, then maybe. But the issue is why are there 3-9 million alarms a day going INTO the system. No one will ever actually process those, so deal with the duplicates and non-actionable items some other way, and specifically whitelist those you want/need to actually be tracked in an Incident.
Rick Cook On Tue, Jan 20, 2015 at 8:54 AM, Janie Sprenger <jrsrem...@gmail.com> wrote: > ** > Are you in disagreement because you don't think Remedy can handle the > volume or the volume won't be appropriately handled by personnel once it's > in Remedy? > Some additional things to think about are: > By ticket, do you mean Incident or Change Request or Task or Work Order or > something custom, by escalations do you mean related transaction records? > Are all of the tickets that get generated supposed to end up being handled > manually by people? > Is there more processing and automation that occurs once the ticket is > generated in Remedy? > Is the process flow escalation intended to be more than a historical audit > record of the event? > > Obviously, the volume is really high and it's hard to think of any > companies that can manually handle that kind of volume on a daily basis so > that means there is more to the story. > IMO, Here's the thing to keep in mind, the customer is trying to solve a > problem. They are attempting to use Remedy to solve that problem, which is > good so you don't want to deter from them from what Remedy can and should > be doing. But you also need to help to find a solution for the actual > issue at hand because if they really have 3.5 to 9.5 million daily faults > occurring in their environment, then they really do have a problem they > have to sort out. Perhaps it's a matter of getting a handle on what is > faulting, maybe SMS or FMS is or isn't configured correctly, maybe the > faults are warnings and some are faults that need to be addressed. Maybe > there is something to be aware of other than just processing millions of > individual tickets into a 1 to 1 mapping between the fault and the ticket. > > My suggestion is to find out what the end goal is for the data that goes > into Remedy, regardless of the volume and see where that takes you with > whether or not Remedy can assist with solving the customer's problem. > > HTH, > Janie > > On Tue, Jan 20, 2015 at 3:25 AM, Saraswat, Praveen <psaras...@columnit.com > > wrote: > >> ** >> >> Hi All, >> >> >> >> I have below requirement from one of the Customer. Wanted to check if >> anyone has done this before for such volume. >> >> >> >> Requirement – Customer wants to send SMS to the stakeholders for any >> escalations on the tickets generated from Alarm (Fault Management System). >> >> Volume of tickets to be generated from Alarms – 3.5 million per day on >> day 1. Eventually the count to increase to 9.5 million per day. >> >> For any given ticket,2 to 3 SMS to flow from the system as part of the >> escalation matrix. >> >> Is remedy system the right place to handle SMS flow of this volume? >> >> >> >> I am in disagreement to use the Remedy System as SMS dispatcher for such >> a large volume of tickets. >> >> What are your thoughts on this? Any suggestions? >> >> >> >> Regards, >> >> Praveen >> >> >> >> >> >> >> >> >> _ARSlist: "Where the Answers Are" and have been for 20 years_ > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
