Troubleshooting performance issues while processing approvals
While processing approvals, you might notice that approvals take more time than what is expected to show up in a request. See the guidelines described here to resolve performance issues while processing approvals. Alternatively, create a BMC Support case.
- You notice that approvals take more time than what is expected to show up in requests.
- As an approver, you do not receive approval requests in a timely manner.
One or more users might experience the symptoms.
Perform the following steps to troubleshoot performance issues while processing approvals:
|1.||Update the approval polling interval.|
The Approval-Polling-Interval setting causes approval server to poll Remedy Action Request (AR) System Server for pending work.
You can update the approval polling interval. For example, you can set the approval polling interval to 60 seconds.
For more information, see Remedy Approval Server configuration file settings.
|Increase the Java Heap size if you get the "Out of Memory" error message.|
If you get the "Out of Memory" error message, increase the heap size for approval server plug-in in the (Windows) armonitor.cfg file or the (Linux) armonitor.conf file.
|3.||Verify approval server configuration.|
Verify approval server configuration by running the checklist.
Review the following log files available at the path ARSystemInstallDir/arserver/db:
|6.||Analyze logs.||Review the log files to identify any error messages or behaviors. See the table to troubleshoot issues based on the symptoms and error messages.|
|7.||Collect logs and disable logging.|
Perform the following steps:
|8.||Create a BMC Support case.|
Collect and send logs and detailed information when creating a case with BMC Support:
After you determine a specific symptom or an error message, use the following table to identify the solution:
|You experience slow processing of the records on the Application Pending form and also an increasing backlog.||Application Pending form|
Configure approval server to run on a separate plug-in instance. See Configuring approval server with a separate plug-in server instance.
|You notice that it takes a long time to approve requests via emails.||Approving requests via emails||See Troubleshooting when approving requests via emails does not work.|