01-08-2014 11:41 PM
I have a problem in the escalation problem, it happens any time of the day that whenever a user hit the Escalate button it keeps loading for some minutes and then session times out.
this longs for almost two hours a day which causes lots of troubles.
do you have any idea why this could be happening, what might be making the process hang for some time?
01-09-2014 05:14 AM
Enable debugging and emulate the escalation action. It can be caused by bad tailorign in different parts of logic (including Fc, displat options, Process ...).
01-09-2014 05:49 AM
Try this parameters in sm.ini
And full information must be available in Help.
RTM:3 ---> This parameter records the RAD work-flow (more useful when performing an Insert/Update/Delete)
debugdbquery:999 ---> This parameter records the SM query syntax and results (number of records, amount of time, etc)
debughttp:1 ---> This parameter records the SOAP Requests sent into Service Manager
01-09-2014 10:56 PM
In our case the SD to IM escalation was bugged down by the wrong usage of IR processing. At first, IR indexing was set up to index every opened ticket in realtime. This isn't really needed, asyncronous method is notable faster from the user perspective. IM ticket escalation from pushing "Finish" in wizard to have an opened ticket was 7-10 secs faster with asyncronous than syncronous indexing.
Check if your SM.ini and SM.cfg contain following lines:
If those parameteres have different values, I'd be interested to see which values your system has?
01-12-2014 10:38 PM
My recommendation is that check the Service Manager help section to find out more info about IR indexing. And when you've reached an idea what the indexing is, then use those parameters I mentioned in my previous post.
I strongly recommend using asyncronous indexing, syncronous (realtime) indexing is rarely needed. Trust me, the way the indexing is set up, makes a huge difference in performance.