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Slow Performance (sla calculations)

Question asked by PedroRamalho on Jun 29, 2016
Latest reply on Jul 14, 2016 by PedroRamalho

Hi all,


We have SDM r12.9 conventional architecture. Most of our tickets counts SLA between 9AM-6PM. This is our 8x5 workshift:

Mon - Fri { 09:00 - 13:00 14:00 - 18:00 }

In most of our SLAs we have 3 events:

1) Evt Cr PreWarning Not Resolved

2) Evt Cr Warning Not Resolved

3) Evt Cr Violation Not Resolved


Event 1 is triggered at 50% of SLA Objective Time and changes a call_req variable from 0 to 1.

Event 2 is triggered at 80% of SLA Objective Time and changes 2 variables from call_req and sends a notification to ticket Assignee.

Event 3 is triggered at 100% of SLA Objective Time and changes 2 variables from call_req and sends a notification to ticket Assignee.

Since we support a retail business (stores closes at 11PM) with several equipments a huge part of our incidents are opened after 6PM which makes the SLA calculation from all incidents happens at the same time.

I already created a new workshift from 9:30-13:30 14:30-18:30 for monitoring tickets (CA SOI integration) so calculations does not occur at the same time as incidents opened by users.

However we still have several invocations at the same time.


This is a query that lists the number of events triggered at the same time (it only lists when there is more than 50):

select dbo.z_cformat(anima.a_time) 'Event Time',count(anima.a_time) 'Event Count'

from anima with(nolock)

left join att_evt ae with(nolock) on ae.persid = anima.t_persid

where ae.group_name = 'SLA' --anima.a_time < 1467940000 and --or a_org = 1465909200

GROUP BY anima.a_time

having (count(anima.a_time)>50)

order by anima.a_time


Note: z_cformat is a function that converts unix time on "human readable" time


This is our output:

Event TimeEvent Count
2016-06-29 18:00:00.000474
2016-06-29 18:30:00.000271
2016-06-30 13:00:00.000179
2016-06-30 18:00:00.000269
2016-07-01 13:00:00.00089
2016-07-01 18:00:00.000253
2016-07-04 14:48:00.00056
2016-07-04 18:00:00.00092
2016-07-05 18:00:00.000120


I had an issue opened on Support for more than 2 years and did all possible fine tuning. But we still have performance issues at that particular times (no one can work on Service Desk during 30seconds/1minute).


Anyone with the same issue? Any idea to solve this?

Thank you in advance.