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SDM 12.5 unresponsive during Auto Close processing

  • 1.  SDM 12.5 unresponsive during Auto Close processing

    Posted 02-26-2015 08:16 AM

    Experiencing an issue during auto close processing where SDM becomes unresponsive.

     

    At 08:05 Mon - Thu, 500-800 incidents are set for auto closure.  At this time SDM becomes unresponsive for up to 5 minutes until all incidents are processed.

    Symptoms are CGI timeouts, screens take minutes to refresh and some users need to close browser sessions and reconnect to SDM before response recovers.

    On Friday volumes increase to approx 2000 and users can be impacted for up to 15 minutes.

     

    Auto Close is set to 36 hours for incidents.  Auto close processing for Requests, Problem and Change tickets has been configured not to overlap.

     

    Regular hours workshift is defined as

    Mon - Fri {8:01 am - 5:00 pm}

     

    Any incidents resolved outside of regular hours are set for auto closure at 08:05

     

    Auto close processing was reconfigured to occur at 08:05 as the time of least activity on the servers and reduced number of users connected (400-500 users) within the Regular Workshift.

     

    Looking for suggestions on how to move Auto Close processing outside of Regular hours workshift or other suggestions to remove the impact on users.



  • 2.  Re: SDM 12.5 unresponsive during Auto Close processing

    Posted 03-02-2015 12:25 AM

    Batch jobs should always be scheduled in non-business hour.

    Not only the auto-close in your case(500-800 incidents), but also GRLoader, pdm_load, Archive and Purge, etc.

     

    You can always expect the batch job will impact the performance. Although there could be optimization options, but it should be a standard procedure to schedule batch job(s) in non-business hour.

     

    Regards,

    Mark



  • 3.  Re: SDM 12.5 unresponsive during Auto Close processing

    Posted 03-02-2015 06:36 AM

    I would definitely agree with you, Mark. So then why is the auto-close functionality tied to the 'Regular' workshift, which out-of-the-box is defined as regular business hours?  (Monday through Friday, 8am to 5pm)

     

    Is it then a good idea to change the 'Regular' workshift to be off hours instead?  Is there anything else using the 'Regular' workshift that this would impact?

     

    Thanks.

    Tammy



  • 4.  Re: SDM 12.5 unresponsive during Auto Close processing

    Posted 03-05-2015 12:13 AM

    Sorry, I must be thinking something else.

     

    This is working as design, as it's defined as how many business hours after the ticket is Resolved, so it always based on 'Regular' workshift.

     

    TEC552465 should give a clear explain on it.

    http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec552465.aspx


    As it seems the ticket will be handled out of 'Regular' hours, should you extend the 'Regular' workshift?

    Maybe make it 30 minutes earlier could resolve your problem.


    Mon - Fri { 7:30 am - 5:00 pm }


    If the 'Regular' workshift is used by other events, such as notifications, there could be impact on those events as well, if needed, you might create new workshift for those events(contacts).

     

    Regards,

    Mark