Performance hints

  • The overall performance of solution for IBRSD depends on the speed of BMC Remedy ITSM to create and assign incidents.
  • Create intelligent propagation policies to ensure that only those events that generate tickets are sent to IBRSD.
  • BMC recommends that you dedicate a separate remedy private queue for each IBRSD integration instance. For information on ARSRPCPortNum configuration, see the IBRSD User Guide.
  • If you see IBRSD_RETRY events or IBRSD_ERROR events displayed in the operator console, it means that IBRSD may be retrying for incident creation and it is causing delays. Use the following steps to process events faster through the integration process.
    1. Analyze the IBRSD_RETRY events and rectify the problems mentioned in the event summary and notes.
    2. Disable the GuaranteedIncidentCreation parameter in the IBRSDinstallationDirectory/conf/IBRSD.conf file.
    3. Reduce the IncidentCreationAttempts and IncidentCreationAttemptInterval parameter values in the IBRSDinstallationDirectory/conf/IBRSD.conf file.
  • If you want to customize cell rules and the BMC Remedy Service Desk workflow, ensure that it does not affect the IBRSD integration.
  • IBRSD that is configured out of the box can create up to 19 incidents per minute in BMC Remedy Service Desk.

 

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