Excessive Number Of Garbage Collector Calls When Using Custom Scripts in CTI Commands and Events

(Doc ID 2421239.1)

Last updated on JULY 10, 2018

Applies to:

Siebel CRM - Version 15.0 [IP2015] and later
Information in this document applies to any platform.

Symptoms

Customer are experiencing an excessive number of garbage collector calls impacting overall performance of Siebel IP 2015 PatchSet 18 in the production system.
Siebel SARM data reveals that approximately 15% of the overall self response times can be attributed to the Siebel Garbage Collector(GC) requests.

A similar GC issue with even higher CPU impact occurred in the past on IP 2015 PatchSet 13. The <BUG:25026758> : NON-REPRO POOR PERFORMANCE MOVING FROM IP13 TO IP15 - GC & CTI INVOLVED as opened and a POC Patch was provide to fix this BUG over IP 2015 PatchSet 13 and  18 which resolved the issue.
Now in IP 2015 PatchSet 18 with the POC Patch mentioned applied we still see high response times for GC calls. The impact is lower but still it contribute to the majority of the response time. 

In our Siebel production the Garbage Collector setting has been increased with GC_BOBC to 200 and GC_HEAPSIZE up to 600000, however those settings did not change GC behavior.

The following scripts were found to call the GC upon almost each invocation:

- Business Service "XYZ" method PreCanInvokeMethod, this is a custom business service associated to several CTI commands and events on our Communications Configuration.
 
- Business Service "Communications Client" method PreInvokeMethod, this is a standard Siebel CTI business services, but customer added custom eScript code on method ShellUIExit.

The above sarmquery output clear show high GC response times. Further analysis on .csv files for a specific Siebel User who complains off overall performance generate using command "sarmquery -input /vol1/siebel/siebsrvr/enterprises/esia17/srvr1/log -sel user=<user id> -output header=hdr.csv -output sarm=sarm.csv" show both BS above at top object triggering GC calls. 

 

 

Changes

 

Cause

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