Re: 7.6.04 - Delayed support group notification e-mails
I would suggest that you first check out your escalation pools to ensure that the escalation is processing the notification in a timely manner. Refer to the ITSM Notification Engine documentation for details. Terry _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Friday, September 02, 2011 7:49 AM To: arslist@ARSLIST.ORG Subject: 7.6.04 - Delayed support group notification e-mails ** All, We have a strange issue that has started cropping up. It seems that ONLY group assignment notification e-mails are being delayed for 5-6 hours. Basically, in the morning, the notifications are OK but as the day progresses and more users are on the system, records start building up in the NTE Process Control form. Once they hit the e-mail messages form, the e-mails go out without issue but it seems the processing is slow on the control form. Individual assignment notifications go off without an issue but the group notifications are delayed. Any ideas? -Tauf _ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _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
Re: 7.6.04 - Delayed support group notification e-mails
Yeah - we're not on 7.6.04 - but on 7.5 we increased the escalation threads from the default 2 to the max 6 (one per pool). I believe the NTE escalations uses pools 3,4,5. Also, make sure you haven't installed any longer running escalations that could be backing up the escalation emails, put any custom long running escalations in their own pool, e.g. 6. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma Sent: Friday, September 02, 2011 7:20 AM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Delayed support group notification e-mails I would suggest that you first check out your escalation pools to ensure that the escalation is processing the notification in a timely manner. Refer to the ITSM Notification Engine documentation for details. Terry From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Friday, September 02, 2011 7:49 AM To: arslist@ARSLIST.ORG Subject: 7.6.04 - Delayed support group notification e-mails ** All, We have a strange issue that has started cropping up. It seems that ONLY group assignment notification e-mails are being delayed for 5-6 hours. Basically, in the morning, the notifications are OK but as the day progresses and more users are on the system, records start building up in the NTE Process Control form. Once they hit the e-mail messages form, the e-mails go out without issue but it seems the processing is slow on the control form. Individual assignment notifications go off without an issue but the group notifications are delayed. Any ideas? -Tauf This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ /prefont face=monospacesize=-3brThe information transmitted is intended only for the person or entity to which it is addressed and brmay contain confidential and/or privileged material. If the reader of this message is not the intendedbrrecipient, you are hereby notified that your access is unauthorized, and any review, dissemination,brdistribution or copying of this message including any attachments is strictly prohibited. If you are notbrthe intended recipient, please contact the sender and delete the material from any computer.brpre ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 7.6.04 - Delayed support group notification e-mails
Thanks Andrew. I'll check this out. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall Sent: Friday, September 02, 2011 9:26 AM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Delayed support group notification e-mails ** Yeah - we're not on 7.6.04 - but on 7.5 we increased the escalation threads from the default 2 to the max 6 (one per pool). I believe the NTE escalations uses pools 3,4,5. Also, make sure you haven't installed any longer running escalations that could be backing up the escalation emails, put any custom long running escalations in their own pool, e.g. 6. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma Sent: Friday, September 02, 2011 7:20 AM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Delayed support group notification e-mails I would suggest that you first check out your escalation pools to ensure that the escalation is processing the notification in a timely manner. Refer to the ITSM Notification Engine documentation for details. Terry From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Friday, September 02, 2011 7:49 AM To: arslist@ARSLIST.ORG Subject: 7.6.04 - Delayed support group notification e-mails ** All, We have a strange issue that has started cropping up. It seems that ONLY group assignment notification e-mails are being delayed for 5-6 hours. Basically, in the morning, the notifications are OK but as the day progresses and more users are on the system, records start building up in the NTE Process Control form. Once they hit the e-mail messages form, the e-mails go out without issue but it seems the processing is slow on the control form. Individual assignment notifications go off without an issue but the group notifications are delayed. Any ideas? -Tauf This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 7.6.04 - Delayed support group notification e-mails
You're on the right track. We ran into this on 7.5 too. The notification gets pushed into the NTE SYS Process Control form, and then into the AR System Email Messages form if it is addressed to a single individual. The group emails go into a second form and they are moved out by an escalation which is installed to run in the same pool as everything else (zero). That escalation turns expands the members of the group and turns the notification into multiple individual messages. Usually there are enough jobs going on in that default escalation pool to prevent the group emails from being processed because escalation thread is busy doing something else when it is time to process the groups. A solution is to increase the number of threads available for escalations and to change the pool for the group notification escalation to something other than the default. We also noticed that the escalation for the groups was installed to run every ten minutes instead of every minute. I cannot see a logical reason to want to delay the group's notifications, so I would consider running that more frequently as long as it's not in the same escalation pool. Sorry I cannot remember the exact names of the escalations today! Doug -- Doug Blair +1 224-558-5462 Sent from my iPad2 Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Sep 2, 2011, at 10:25 AM, Chowdhury, Tauf tauf.chowdh...@frx.com wrote: ** Thanks Andrew. I’ll check this out. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall Sent: Friday, September 02, 2011 9:26 AM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Delayed support group notification e-mails ** Yeah – we’re not on 7.6.04 – but on 7.5 we increased the escalation threads from the default 2 to the max 6 (one per pool). I believe the NTE escalations uses pools 3,4,5. Also, make sure you haven’t installed any longer running escalations that could be backing up the escalation emails, put any custom long running escalations in their own pool, e.g. 6. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma Sent: Friday, September 02, 2011 7:20 AM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Delayed support group notification e-mails I would suggest that you first check out your escalation pools to ensure that the escalation is processing the notification in a timely manner. Refer to the ITSM Notification Engine documentation for details. Terry From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Friday, September 02, 2011 7:49 AM To: arslist@ARSLIST.ORG Subject: 7.6.04 - Delayed support group notification e-mails ** All, We have a strange issue that has started cropping up. It seems that ONLY group assignment notification e-mails are being delayed for 5-6 hours. Basically, in the morning, the notifications are OK but as the day progresses and more users are on the system, records start building up in the NTE Process Control form. Once they hit the e-mail messages form, the e-mails go out without issue but it seems the processing is slow on the control form. Individual assignment notifications go off without an issue but the group notifications are delayed. Any ideas? -Tauf This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer
Re: 7.6.04 - Delayed support group notification e-mails
Doug, Thanks. I did exactly that. We already had increased the escalation max thread to 6 but I went ahead and disabled the OOB Group escalation and enabled the ones for the escalation pools. I'll give that a try and see how it goes. -Original Message- From: Action Request System discussion list(ARSList) on behalf of Doug Blair Sent: Fri 9/2/2011 3:11 PM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Delayed support group notification e-mails You're on the right track. We ran into this on 7.5 too. The notification gets pushed into the NTE SYS Process Control form, and then into the AR System Email Messages form if it is addressed to a single individual. The group emails go into a second form and they are moved out by an escalation which is installed to run in the same pool as everything else (zero). That escalation turns expands the members of the group and turns the notification into multiple individual messages. Usually there are enough jobs going on in that default escalation pool to prevent the group emails from being processed because escalation thread is busy doing something else when it is time to process the groups. A solution is to increase the number of threads available for escalations and to change the pool for the group notification escalation to something other than the default. We also noticed that the escalation for the groups was installed to run every ten minutes instead of every minute. I cannot see a logical reason to want to delay the group's notifications, so I would consider running that more frequently as long as it's not in the same escalation pool. Sorry I cannot remember the exact names of the escalations today! Doug -- Doug Blair +1 224-558-5462 Sent from my iPad2 Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) On Sep 2, 2011, at 10:25 AM, Chowdhury, Tauf tauf.chowdh...@frx.com wrote: ** Thanks Andrew. I'll check this out. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall Sent: Friday, September 02, 2011 9:26 AM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Delayed support group notification e-mails ** Yeah - we're not on 7.6.04 - but on 7.5 we increased the escalation threads from the default 2 to the max 6 (one per pool). I believe the NTE escalations uses pools 3,4,5. Also, make sure you haven't installed any longer running escalations that could be backing up the escalation emails, put any custom long running escalations in their own pool, e.g. 6. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma Sent: Friday, September 02, 2011 7:20 AM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Delayed support group notification e-mails I would suggest that you first check out your escalation pools to ensure that the escalation is processing the notification in a timely manner. Refer to the ITSM Notification Engine documentation for details. Terry From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Friday, September 02, 2011 7:49 AM To: arslist@ARSLIST.ORG Subject: 7.6.04 - Delayed support group notification e-mails ** All, We have a strange issue that has started cropping up. It seems that ONLY group assignment notification e-mails are being delayed for 5-6 hours. Basically, in the morning, the notifications are OK but as the day progresses and more users are on the system, records start building up in the NTE Process Control form. Once they hit the e-mail messages form, the e-mails go out without issue but it seems the processing is slow on the control form. Individual assignment notifications go off without an issue but the group notifications are delayed. Any ideas? -Tauf This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ The information transmitted is intended only for the person
