Hi Christie, On Incident form, when I see the submit date and ( from SLM Status link ) the Milestone for that Service target, where, one of the Milestone- say XYZ shows execution time are as follow. *4/9/2014 12:30:50 PM* === Incident *submit date* *4/9/2014 12:54:21 PM* === *XYZ milestone* - performed at this time.
we have the Actions configured for this* XYZ milestion*. (to be performed after 1 min from SLA clock start) say its *Action_ABC* with Pager or Run Process Action. We have one pager command in this action.- /opt/telalert/bin/telalertc -l "$Assigned Group$", "$Company$P1", GLIP1 -m "P1 $Company$ reported at $Reported Date$: $Incident Number$; $Description$ $Assigned Group$" -host XXXXXXX*.*xxxxxxx *.*XXXX *Does this Difference of 24:29 mm/ss, shows BMC Remedy SLM engine performing SLOW and so there is a delay of 25 mins to receive its alert ?* On Wednesday, April 9, 2014 4:11:59 PM UTC-5, Pargeter, Christie :CO IS wrote: > > ** > > In your TelAlert install folder you will see a telalert.trail file. This > will give you a bit more information about the message that the system sent > out. > > > > 2014/02/02 07:51:16>Event [70]Send Change (53905/53905), Status: > [81]Message sent > > 2014/02/02 07:51:16>Event [21]Alert Completed (53905), Status: [81]Message > sent, LHSWCTP > > > > If you start your TelAlert with “telalert -debugprotocol 1” you will get > more information: > > > > 2014/04/09 13:59:26>Event [20]Alert Started (4967), Status: [20]Alert > Started, VerizonPhone > > 2014/04/09 13:59:26>Event [80]Send Started (4967/4967), Status: > [80]Message issued, VerizonPhone(lhsmailcon:smtp, PIN=1234567890): > INC000000111111, Medium, Allyson Anderson, 1 123 456-7890, Non-Urgent: Help > with my computer - no internet access assigned to group XXX > > 2014/04/09 13:59:27>Event [70]Send Change (4967/4967), Status: [81]Message > sent > > 2014/04/09 13:59:27>Event [21]Alert Completed (4967), Status: [81]Message > sent, VerizonPhone > > *Christie Pargeter | Sr Technical Analyst | tel 503-415-5149* > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [email protected] <javascript:>] *On Behalf Of *Harry > *Sent:* Wednesday, April 09, 2014 1:57 PM > *To:* [email protected] <javascript:> > *Subject:* How to investigate if Remedy Page is delayed. > > > > ** > > Hi Experts, > > > > Please help to investigate if its really from remedy end, > > > > We have Pager service configured for Incident management. there are few > service targets configured for say P1 tickets and under the milestone tab > we have Action- Pager or Run Process Action. We have one pager command in > this action. > > > > /opt/telalert/bin/telalertc -l "$Assigned Group$", "$Company$P1", GLIP1 -m > "P1 $Company$ reported at $Reported Date$: $Incident Number$; $Description$ > $Assigned Group$" -host XXXXXXX*.*xxxxxxx*.*XXXX > > > > How to investigate when user report issue like Remedy Page is delayed by > say 15 min. > > > > Thanks, > > Harry > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
