Intel,Altiris Group

Has anyone suffered this pain...

When tickets are reassigned or completed, they do not leave the queue. I have contacted Symantec and was given a script to run. That does not work unless I delete the tasks first. Any one seen this problem before?

Thank you

Try republishing the Sd.IncidentManagement project

We had severe problems with this.

Partially it was was caused by a 30 minute process time on reassignment that was introduced into MR2 to address system load as it couldn't handle being synchronous ( which we fixed by rewriting the entire assignment/escalation process and putting it back to how it was in the original release )

The other was caused by system load after the above was done and would timeout when trying to assign. Never was resolved since putting it back like it was in MR2 was not an option.

Joe, 

Were you reciveing sql deadlocks in your Ensemble and SdIncidentManagment Log files?

Where the assignments eventually completeing?

In my case, the assignments ( or random other data updates ) never happened. In our case, it was SQL related. The DB was overloaded and after records started locking it would cascade into a total meltdown. Even after a restart or letting it sit over night the tickets never got updated and the changes were lost ( which is a bad thing..a REAL bad thing. Its not fun to explain to management or customers why their updates are gone and no way to know what they were )

During the day one sure sign for the users of impending doom was when tickets wouldn't reassign, or lose their assignment totally ( i guess WF would clear current, then add new, and it often would get timeouts on the subsequent 'add' ).

For me, it was when ticket exceptions started piling up due to timeouts in various parts of the flow. Most often they could not be returned until after the server was restarted. I would get perhaps a hundred before the system became unusable and had to be rebooted.