This documentation supports the 18.08 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

Using logs to identify long-running escalations

In some cases, arserverd (arserver.exe) run escalations that take a long time to complete.  These long-running escalations can be unexpected and can lead to escalation backlogs.  Additionally, if the definition cache has been copied to accommodate definition or permission changes, long-running escalations can cause old copies of the cache to remain in the system much longer than expected. To help identify which escalations take a long time to complete, add the following parameter to the AR System Administration: AR System Configuration Generic UI form and turn on thread logging:

Long-Running-Escalation-Logging-Threshold: 300

The value is the minimum number of seconds that it must take to complete an escalation before a line is added to the thread log to detail how long the escalation ran.  In this example, the escalation must run for at least 5 minutes before it qualifies to be logged upon completion.  The log entry will look like this:

/\* Thu Sep 29 2011 14:41:03.8090 \*/ Thread Id 3644 long running escalation - /RPC ID: 5/Escalation: CheckTicketSLA/Form: HPD:Help Desk/Elapsed time 315.9830 seconds/

You can set the parameter 0 to log the elapsed time of all escalations in the thread log.  If the parameter does not exist or is set to a negative number, no long-running escalation logging will occur.  You do not have to turn on escalation logging to add long-running escalation logging to the thread log. But you must turn on thread logging.

After you set this parameter in the AR System Administration: AR System Configuration Generic UI form, restart the BMC Remedy AR System server.

For more information on updating the AR System Administration: AR System Configuration Generic UI form, see Updating configuration settings by using the AR System Configuration Generic UI form.

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