Merative Social Program Management customer guidance on performance issues

Troubleshooting

Problem

In Merative Curam Social Program Management, application performance can be influenced by many factors. These include configuration, hardware, data load, user numbers and customisations that customers have made. The nature of such issues means that they are among the most challenging to diagnose and resolve. With the experience of investigating many such issues, Merative has found that certain information provided by the customer can be key to resolving them. This tech note outlines some of the information and techniques Merative recommends that customers provide/use in order to assist Merative in their investigations and ensure the speediest resolution.

Cause

Merative recommends a detailed root cause analysis before engaging Merative Support. This will help determine if the issue is an out-of-the-box issue or related to customisations or local environment.

Merative recommend that the customer have an out-of-the-box sandbox environment on site to verify these performance issues before engaging Merative Support.

In addition to the must gather information requested for all performance issues raised, the following information should be provided on every new PMR in relation to performance issues against Merative Social Program Management.

 

1. Provide detailed steps to reproduce on either: 

 

  • an out-of-the-box sandbox
  • baseline load test or on the nearest environment to what is provided out-of-the-box. This should include a detailed test case providing steps, data volumes and environment configurations.
     

2. Provide evidence (including trace/logs) that shows it is out-of-the-box code or a specific query that is causing the performance issue.

 

Providing this detailed information in relation to performance issues before engaging Merative Support will help clarify the problem and save time analyzing the issue.

Note:  Merative have previously provided guidelines on the performance management of a Merative Social Program Management system.

Document information

Software version: 7.0.1, 7.0.0, 6.2.0, 6.1.1, 6.1.0, 6.1

 

Operating systems: AIX, HP-UX, Linux, Solaris, Windows, z/OS

 

Modified date: 17 June 2018