How to stop an escalation without using the Administrator Tool

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How to stop an escalation without using the Administrator Tool

Post  giby.varghese@gmail.com on Fri Jun 11, 2010 11:57 am

How can I stop an escalation without using the Administrator Tool? When I use
the Administrator Tool, I get RPC timeouts trying modify the escalation. The
timeouts are due to the fact that the escalation is tying up the arserver process.

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Re: How to stop an escalation without using the Administrator Tool

Post  giby.varghese@gmail.com on Fri Jun 11, 2010 11:57 am

To stop the escalation without using the Administrator Tool, do the following:
1. Kill all the Remedy processes. Occasionally, UNIX users may need to use 'kill' with -9 instead of -15 in order to
get all the processes stopped.
On Windows NT, stop the server process using the Services dialog box in the Control Panel.
2. Using direct SQL, open a connection to the ARSystem database as ARAdmin.
3. Perform the following SQL command:
SELECT name, escalationId, enable FROM escalation
This will list all escalations and their ids and also state whether or not they are enabled.
From the resulting list, identify the escalationId that you want to disable. For example, assume the escalationId
you want is '260'.
Perform the following SQL command to disable the escalation.
UPDATE escalation SET enable=0 WHERE esclationId=260
Verify the change by running the SELECT statement again, and noting the enable state.
4. Restart Remedy processes.
For example, in UNIX, /usr/ar/bin/arsystem start &
On Windows NT, start the server process from the Services dialog box in the Control Panel.
5. Use the Administrator Tool to edit the escalation and verify that it is disabled.
6. Change the parameters that caused it to tie

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