Performance - Work Order submission takes 60 seconds.

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    PRODUCT:

    BMC Service Request Management


    APPLIES TO:

    BMC Service Request Management



    PROBLEM:

     

    Performance - Work Order submission takes 60 seconds

    Filters causing Delay: -

    - SLM:Measurement:ReqProcOverallStartTimeUpdateSLODueDateX
    - SLM:Measurement:ReqProcOverallWarningUpdateWarningUsingUpStartTimeX
    - SLM:Measurement:ReqSetWarningGoalPushFieldsToEventSchedulewhenMeasStart`!
    - SLM:Measurement:ReqProcOverallStartTimeUpdateSLODueDateX
    - SLM:Measurement:ReqProcOverallWarningUpdateWarningUsingUpStartTimeX
    - SLM:Measurement:ReqSetWarningGoalPushFieldsToEventSchedulewhenMeasStart`!
    - SLM:Measurement:ReqProcOverallStartTimeUpdateSLODueDateX
    - SLM:Measurement:ReqProcOverallWarningUpdateWarningUsingUpStartTimeX
    - SLM:Measurement:ReqSetWarningGoalPushFieldsToEventSchedulewhenMeasStart`!
    - SLM:Measurement:ReqProcOverallStartTimeUpdateSLODueDateX
    - SLM:Measurement:ReqProcOverallWarningUpdateWarningUsingUpStartTimeX
    - SLM:Measurement:ReqSetWarningGoalPushFieldsToEventSchedulewhenMeasStart`!


    Installed applications & patch levels:
    AR Server - 7.5.00 Patch 007 201009161400
    Atrium CMDB - 7.6.00 Patch 01
    SRM - 7.6.00 Patch 01
    ITSM (Asset Management & Incident) - 7.6.00 Patch 01
    SLM - 7.6.00
    DB is Oracle 10.2.0.4.0 - 64bi

     


    SOLUTION:

     

    Legacy ID:KA355543

      

    Let's take that first 'Application-Bus-Time2-Assoc-Add' call.
    Application-Bus-Time2-Assoc-Add 1316699841 28800000 1
    This is taking the start time '1316699841' and adding 28800000 seconds to it using that business entity. 28800000 seconds is approx. 333 days. The Due Date is 2014
    So the AR Server spends about 4 seconds adding up all the seconds left today, tomorrow, tomorrow + 1 ... until 2014
    It's 333 days with 24 hours in them. But their Business Entities will restrict the hours to perhaps 8.
    So this piece of 'slowness' is all within the AR Server.

    To prove this:
    Create a simple test form. Stick a filter on it to make this same call.
    Ask the customer to export their Business Entities and segments and send them to you in arx files. Import them onto a system and make the system produce this same call. It'll be 'slow'.
    But that slowness is in the code within ar server to calculate the value to return from Application-Bus-Time2-Assoc-Add. It's just how AR Server handles a large number of seconds in Business Time.

    To reproduce this you would need:-
    - Multiple BE Segments (the customer has 5 on this BE)
    - Make an App-Bus-Time2-Add call with 333 days in seconds to be added.

    Work around: -

    Use a shorter goal time for the service targets and try to reproduce the issue. Kindly let us know if this improves the performance.
     

      
    Related Products:  
       
    1. BMC Service Request Management

     


    Article Number:

    000085708


    Article Type:

    Solutions to a Product Problem



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