When creating or modifying incidents with related SLAs there is slow performance.

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When creating or modifying incidents with related SLAs there is slow performance.

Post  giby.varghese@gmail.com on Mon Jun 07, 2010 10:22 am

When creating or modifying incidents with related SLAs there is slow performance.

giby.varghese@gmail.com

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Re: When creating or modifying incidents with related SLAs there is slow performance.

Post  giby.varghese@gmail.com on Mon Jun 07, 2010 10:22 am

Product
BMC Remedy Service Desk Application (version 7.0.03)
Environment
Incident Management 7.0.3 SLM 7.1
Solution
This issue was reported in defect SW00303636: PERFORMANCE:problematic table
qualification on HPD:HELP DESK caused long running SQL when executing
INT:HPDSLM:INC:SLMSetTarget_780_CallGuide. There are no plans to resolve this is any
patch for ITSM 7.0.3.
However, defect SW00304467 was created to have this resolved in Incident Management
7.5 .
The details are below.
The SQLs are related to CurrentSLAs_tbl table field on HPD:Help Desk, which has the table
qualification below:
(( $SRInstanceID$ = 'ApplicationInstanceID') OR ( $InstanceId$ = 'ApplicationInstanceID'))
AND ( 'deleted' = "false") AND ( 'GoalTypes' = "Request-Based")
when a NULL value is passed to $SRInstanceID$, the above table qualification is converted to
a SQL where clause as below:
((T1401.C490009000 IS NULL) OR ('ID0014221474ADapapSACkZNBgMYoA' =
T1401.C490009000)) AND (T1401.C490000200 = 1) AND (T1401.C300905300 = 0))
Although there are indexes built on ApplicationInstanceID, the predicate (T1401.C490009000
IS NULL) OR ('ID0014221474ADapapSACkZNBgMYoA' = T1401.C490009000) caused a full
table scan on the Oracle database becaue Oracle's index does not store NULL values.
A possible workaround:
Create a filter that puts "NA" in the SRInstanceID field when it is NULL.

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