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Facing Issue while opening IM & Intercation records.

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Hi Experts,

 

We are start facing issue suddenly while opening  & saving the Iincident & Interaction.

For opening it is taking around 40 sec 7 for saving it is taking around a minute.

also it will take around 15-20 sec to refresh the interaction & incident queue.

 

we have not done any changes .

 

Please help me out this situation.

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Absent Member.
Absent Member.
I so then check you calculations in FC and optimized them.
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Established Member..
Established Member..

Thank You Piku,

 

is this related to probsummary FC or where we have done changes recently "IM.update.incident" & "IM.close.incident".

 

I have added in both FC:

 

for ADD/Update : true

in calculation : resolution in $file=Issueresolution in $file

 

please check ...

 

Many Thanks.

 

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Absent Member.
Absent Member.
First of all remove the condition and check the results.
And if it solves the issue then you should use the particular condition in Add/Update column instead of true. Otherwise check the other conditions with sm.log file.

hth,
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Hi Piku,

 

Thank you so much for your suggestions will check & get back to you soon.

 

MT

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Acclaimed Contributor.
Acclaimed Contributor.

Hi,

 

I was wondering, is everyone experiencing the same slow behaviour?  Also, do you have Incident Matching Options defined in the Incident Management Profile records?  We don't use this yet, but I've heard that this can really slow down performance when escalating an Interaction to an IM.

 

Audrey

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Hi Audrey/ Piku,

 

I have checked after removing the calculation what we have done recently.

system working absolutely fine for 2-3 hrs. but after that we are getting same delay responsefor SD & IM.

 

Audrey i agree with you we have defined the Incident Matching Options in incident profiles due to this we are getting delay during escalation but when we opening & updating the IM that time also getting delay.

 

please suggest...

 

Many Thanks. 

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Absent Member.
Absent Member.
If it worked fine for 2-3 hours then it is not issue of expressions of FC and it is weird.you should check the memory/resource management at server side.
And as per Audrey it will hit performance for addition/escalation but should not be in case of updation.
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Hi Piku,

 

I have checked but there is no high resource utilization on Application & Database server.

 

when we opening IM record it's stuck in "format.cacl".

 

PFA snap.

 

Regards

 

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Established Member..
Established Member..

 

Please help me to resolve my issue.

 

Many Thanks.

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Absent Member.
Absent Member.

The trace confirms the delay is caused by the Calculations section of the probsummary Format Control (jscall to the ResetForFields function in the context ScriptLibrary).

 

Relevant excerpts:

 10104(  8252) 09/24/2012 12:03:45  RTE D RADTRACE   1062 [ 2] format.ccal                         start                     decision

 10104(  8252) 09/24/2012 12:03:45  RTE D RADTRACE   1062 [ 2] format.ccal                         calc.calculations         process
 10104(  8252) 09/24/2012 12:03:45  RTE D JSTRACE      1062 [ 2] context.ResetForFields CPU(    0   3281 )

 10104(  8252) 09/24/2012 12:04:18  RTE D DBQUERY^F^probsummary(oracle10)^10^0.000000^ ^42^32.734000^"flag=true and affected.item="System Services""^ ^0.000000^0.000000 ( [ 2] format.ccal calc.calculations )
 10104(  8252) 09/24/2012 12:04:18  RTE D (0x093C1220)      DBACCESS - Select         against file probsummary in 32.734000 seconds [rc=0 ] (number="IM1345907")

 10104(  8252) 09/24/2012 12:05:16  RTE D DBQUERY^F^probsummary(oracle10)^10^0.000000^ ^500^57.422000^"flag=false and affected.item="System Services""^ ^0.000000^0.000000 ( [ 2] format.ccal calc.calculations )
 10104(  8252) 09/24/2012 12:05:16  RTE D (0x095B3650)      DBACCESS - Select         against file probsummary in 57.422000 seconds [rc=0 ] (number="IM1000213")

 10104(  8252) 09/24/2012 12:05:22  RTE D DBFIND^F^probsummary(oracle10)^1^0.000000^ ^1^6.688000^"number=NULL"^ ^0.000000^0.000000 ( [ 2] format.ccal calc.calculations )
 10104(  8252) 09/24/2012 12:05:22  RTE D (0x093C1220)      DBACCESS - Find           against file probsummary in 6.688000 seconds [rc=0 ] (number=NULL)
 10104(  8252) 09/24/2012 12:05:22  RTE D RADTRACE  98797 [ 2] format.ccal                         RADReturn                 Unknown

 

The "context" references are related to the Smart Indicators on the form. Disabling this functionality should restore the performance of your system. Here is one document on how to disable "Smart Indicators" in Service Manager:

http://support.openview.hp.com/selfsolve/document/KM1251967

 

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Established Member..
Established Member..

HI -m-,

 

Can we set initial condition false for this calculation in probsummary format control?

 

I am not able to open KM document could you pls let me know how we can disable Smart Indicators on the form or please provide me the KM document in word file.

 

many -many thanks.

 

 

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Established Member..
Established Member..

HI All,

 

Please provide the steps .

 

thanks in advance.

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