Remedy in their environments. We are trying to complete implementation of
our production reporting using Crystal 7.0 but are finding numerous problems
with Remedy's ODBC driver.

1. I noticed that HD 4.0 reporting performs all its record set selection via
Remedy and not Crystal. I suspect that this is to take advantage of Remedy's
'leading' field attribute and to avoid performing a record set selection
twice (once in Remedy and once in Crystal). My big beef with this is that
you cannot pass a prompted value to Crystal to be displayed as a field in a
report. Every report we build in generally based on a From and To Date which
is then displayed in the report to indicate the dates that the report
information represents. For this reason we decided to perform all prompting
via Crystal parameter values. If these reports are utilized within Remedy
then Remedy will always first select the entire record set then Crystal will
apply its where clauses against that record set. I am not pleased by either
of these options! What are others doing for their reporting? I could find no
where in HD 4.0 Reports where a prompted From - To Date was displayed -
seems ridiculous to me. We have a in house developed Problem Management
application so I have only looked quickly at HD 4.0.

2. We are experiencing severe performance degradation using Remedy's ODBC
driver. I am referring to the time to run the report....not server
degradation. For example, if we run a Crystal report that selects only one
field(no where clause) from a moderate sized table (50,000 records) using
Remedy's ODBC driver it takes over 10 minutes for the data to be displayed.
This is on a 600 MHz Pentium III, 129 MB Ram running against our 8 X 133 MHz
RISC processors, 2 GB Ram Remedy Server (AIX 4.00.02, Oracle 8.05, Remedy
4.02 - Patch 8.05). If we use Crystal's or Oracle's ODBC driver the first
page of data is displayed in 2-3 secs, the entire data in 10-15 secs -
approximately 1000 times faster than Remedy's ODBC. Alternatively, we could
use a non Remedy ODBC but then we have convert Date/Time and selection
fields and distribution to end users (We have 1000+) becomes more difficult.
Has anyone else experienced a similar performance problem and if so did you
find a solution. I have logged a problem with Remedy but no response to
date.

3. The browse field option in Crystal for displaying data returns only a
single value even though numerous values exist. This only happens on one
table but it happens to be our main Help Desk form. The feature works OK for
all other tables. Crystal's and Oracles ODBC displays all values correctly,
as expected, even on the table the Remedy's ODBC returns the single value.

Bruce Graham
Remedy Administrator,
Saudi Aramco, Saudi Arabia
grahbd0a@aramco.com.sa

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