Using logs to identify long-running escalations

In some cases, arserverd (arserver.exe) runs 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 the escalations that 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

Related topics

Enabling-and-analyzing-logs

Enabling-logs


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:

/\* 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 to 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 the parameter in the AR System Administration: AR System Configuration Generic UI form, restart the 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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