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This documentation supports the 20.02 version of Remedy Action Request (AR) System.

To view an earlier version, select the version from the Product version menu.


Remedy Action Request System 20.02 ... Troubleshooting Troubleshooting Remedy Approval Server

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.

Symptoms

  • 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.

Scope

One or more users might experience the symptoms.

Resolution

Perform the following steps to troubleshoot performance issues while processing approvals:

StepTaskDescription
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.
Approval-Polling-Interval: 60.

For more information, see Remedy Approval Server configuration file settings.

2.

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.

For example:
-Xmx2048m

3.Verify approval server configuration.

Verify approval server configuration by running the checklist.

4.

Enable logs.

  1. Enable approval server logs in the Debug mode.
  2. Perform the following steps to enable AR Server-side API log, Filter log, and SQL log:
    1. Open AR System Administration Console.

    2. Select System > General > Server Information.
      The Server Information page is displayed.

    3. On the Log Files tab, select the API Log check box, the Filter Log check box, and the SQL Log check box.

    4. Click Apply.
    5. Click OK.
      The AR Server-side API log, Filter log, and SQL log are enabled.
5.Review logs.

Review the following log files available at the path ARSystemInstallDir/arserver/db:

  • arerror.log
  • armonitor.log
  • arjavaplugin.log
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:

  1. Run the Log Zipper utility.
    Note: You must click Zip Logs (not Zip All Logs) to collect the log files.
  2. Copy the log files to another location and review them so that they do not get overwritten.
    Note: A few log files might be huge in size.
  3. Disable the logs that you enabled in step 4.
8.Create a BMC Support case.

Collect and send logs and detailed information when creating a case with BMC Support:

  1. Provide the following information as part of your case:
    • The request example for the approval that has issues
    • The time when the issue was captured in the log files
    • Any error messages that you get in the log files
    • If approval server is configured on a separate plug-in, include the pluginsvr_config.xml file from the ARSystemInstallDir/approval/bin folder.
  2. Attach a ZIP file to your case.
    You can attach a ZIP file of size up to 2 GB. You can also upload the file on FTP.
    For more information, see How to use BMC's Managed File Transfer (MFT) to send log files to BMC Support to comply with GDPR policies.

After you determine a specific symptom or an error message, use the following table to identify the solution:

SymptomLocationAction
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 emailsSee Troubleshooting when approving requests via emails does not work.

Related topic

Contacting Support

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Last modified by Anagha Deshpande on Jan 02, 2020
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Troubleshooting when approvals are not processed or other unexpected behaviors occur
Troubleshooting when Remedy Approval Server fails to process records from Application Pending form
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