SRM/DWP - Experiencing slowness issues when submitting requests 'On Behalf of' any other users/Clearing OBO records

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    BMC Service Request Management


    COMPONENT:

    BMC Service Request Management


    APPLIES TO:

    All versions of SRM



    PROBLEM:

    SCENARIO A

       
    1. We have users that no longer exist in the system however they still appear in the Cache of prior selected OBO as seen below.
    2.  
    3. We are experiencing slowness issues when submitting requests 'On Behalf of' any other users.
      
      How can we clear these records for obsolete system users? 
       
      User-added image
      
    SCENARIO B  
       
    1. We have users that submit request on behalf of others.
    2.  
    3. Each agent has raised thousands of thousand of requests on behalf of other users.
    4.  
    5. This has a huge impact on the overall server performace.
    6.  
    7. I can take up to 5-15 minutes to raise a single request.

     


    CAUSE:

    As designed records are stored as cache or recents. You can perform some record housekeeping on SRS:ConsoleRequestedFor Form.


    SOLUTION:

    SOLUTION:

    The cache/history/details of past OBO submits records are stored in SRS:ConsoleRequestedFor form. You can

       
    • You can find all records in there, for any user, by doing the following search.
      
      'Requested For Login ID' = "<user's login ID>"
      
       
    • Once those records are returned, please delete and they should disappear. It is safe to do so.
    •  
    • You can do the same at a database level.
    •  
    • Have your user log out, log in and confirm the records were deleted and that OBO performance has improved.
       Note: You can delete these records for all the users or per user every 'x' days. 

       

    If you don't want these records to pile up and disable this functionality, then:

       
      -Go to Developer Studio in Base Development  Mode
    -Disable the call guide: OBO:ConsoleSearchOBOUserGuide for filter
      OBO:Console_Initialize_SC    
      
      
      User-added image
      


      

     


    Article Number:

    000164990


    Article Type:

    Solutions to a Product Problem



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