Outstanding Contributor.. tomkool007 Outstanding Contributor..
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Incident creation delayed

Hello Expert,

We have integration with BSM, We found that events are genarated with correct time, But we are receving ticket creation late on SM.

Below is one of the example.

Delayed.png

Best Regards,
Tom
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9 Replies
Outstanding Contributor.. tomkool007 Outstanding Contributor..
Outstanding Contributor..

Re: Incident creation delayed

Any expert can help on this issue.

Best Regards,
Tom
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Misaq Acclaimed Contributor.
Acclaimed Contributor.

Re: Incident creation delayed

Looks like less then 3 min difference in event creation and integration to SM kicking in. There might be some processing delay set for event correlation etc logic in OMI?

 

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Outstanding Contributor.. tomkool007 Outstanding Contributor..
Outstanding Contributor..

Re: Incident creation delayed

Misaq,

Thanks for the reply, From BSM event notification its working. But only issue with SM we are getting delayed ticket creation.

Best Regards,
Tom
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Outstanding Contributor.. tomkool007 Outstanding Contributor..
Outstanding Contributor..

Re: Incident creation delayed

Hello Expert,

We are receiving 30mins delayed ticket on SM.

SM Delayed.PNG

Best Regards,
Tom
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SandyAdmin Honored Contributor.
Honored Contributor.

Re: Incident creation delayed

Can you try to check the Integration Instance information on the SM side?

Tailoring> Integration Manager> (open the instance for SMOMi something). There is a field called Interval time in seconds (eg. 600 = 10 minutes), I know it's the schedule for integration to run. 

Outstanding Contributor.. tomkool007 Outstanding Contributor..
Outstanding Contributor..

Re: Incident creation delayed

It's configured for 300

 

integration.PNG

Best Regards,
Tom
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SandyAdmin Honored Contributor.
Honored Contributor.

Re: Incident creation delayed

so it's running for you every 5 minutes... possibly to isolate further, set a log file entry for this SMOMi process - in "Log file directory", just to see if you can find any logs to isolate the mentioned delay.

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Outstanding Contributor.. tomkool007 Outstanding Contributor..
Outstanding Contributor..

Re: Incident creation delayed

log file

Best Regards,
Tom
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SandyAdmin Honored Contributor.
Honored Contributor.

Re: Incident creation delayed

You may also try to see if this case is happening in your system. >>>"When there is surge of OMi event traffic which is auto forwarding to SM, it gets piled up at SM."

Found this post. Test accordingly as we have not implemented this.

https://community.softwaregrp.com/t5/Service-Manager-Service-Center/SM-Support-Tip-How-to-improve-OMi-lt-gt-SM-event-processing/m-p/1649318#M136986

https://community.softwaregrp.com/t5/Service-Manager-Service-Center/Tips-to-troubleshoot-the-SM-BSM-incident-s-creation/m-p/992768#M134026

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