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This documentation supports the 19.08 version of Service Level Management.
To view an earlier version, select the version from the Product version menu.

Configuring separate thread pools for escalations

By default, escalations on the BMC Remedy AR System server run on a single thread. In high volume environments, this configuration can cause BMC Service Level Management (BMC SLM) escalations to be delayed, or not trigger at all, which adversely affects the timely update of BMC SLM data. If you determine that these escalations are not firing at the appropriate interval, you can assign them to their own thread pool. After putting an escalation into a thread pool, monitor the performance to ensure that the escalation triggers at the proper interval. This is a list of the BMC SLM escalations:

  • SLM:EventSchedule:TAD_PollingEscalation
  • SLM:ConfigReviewPeriod:Check
  • SLM:EventSchedule:TAD_PollingEscalation_Compliance
  • SLM:EventSchedule:TAD_PollingEscalation_InvalidateMeasurement

Best Practice

We recommend that you put the SLM:EventSchedule: TAD_PollingEscalation escalation in a separate pool to ensure timely execution of the related workflow. We also recommend that you configure the following escalations to run together in a separate escalation pool:

  • SLM:ConfigReviewPeriod:Check
  • SLM:EventSchedule:TAD_PollingEscalation_Compliance
  • SLM:EventSchedule:TAD_PollingEscalation_InvalidateMeasurement

For more information about these recommendations, see KA372090.

The following tasks describe how to set up a separate BMC SLM thread pool for escalations and how to enable escalation pooling for the SLM:EventSchedule:TAD_PollingEscalation.

To set up a separate BMC SLM thread pool for escalations

  1. Open the BMC Remedy AR System Administration Console.
  2. Click System > General > Server Information.
  3. Click the Ports and Queues tab.
  4. In the Server Queue section, select the escalation RPC program number 390603.
  5. Increase the Max Threads by 1 for each additional escalation pool (you need two new escalation pools)
  6. Click OK.
  7. Start the BMC Remedy Developer Studio.
  8. Open each of the BMC SLM escalations listed, and associate them with the same escalation pool number (for example, 1).
    1. Open the TAD escalation, and associate it with one of the two new escalation pools that you created.
    2. Open the remaining three escalations listed, and associate each escalation with the two new escalation pools that you created.
  9. Save each escalation, and close the BMC Remedy Developer Studio.
  10. Restart BMC Remedy AR System server for the change to take effect.

To enable escalation pooling for the SLM:EventSchedule:TAD_PollingEscalation

  1. In the BMC Remedy AR System Administration Console, add another thread to the escalation queue.

    Note

    The default is 1 minimum and 1 maximum (you must increase the maximum by one).

  2. Start BMC Remedy Developer Studio, select the escalations and sort by the Pool Number column to identify what escalations are already configured in which escalation pool.
  3. Open SLM:EventSchedule:TAD_PollingEscalationand set the pool number to the appropriate number.

    Note

    By default, all escalations run in escalation pool 1. The number of the escalation thread corresponds to the escalation pool. For example, if you increase escalation threads to 2 maximum, there is an escalation pool 1 for the first thread and an escalation pool 2 for the second thread. If an escalation is placed in a pool for which there is no corresponding escalation thread, it runs in escalation pool 1. For example, increasing the escalation threads to 2 maximum but placing the escalation in pool 3 has no change, and the escalation runs in pool 1.

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