Troubleshooting slow user transactions

Identify the specific action that is slow and document the steps to reproduce the issue.

Analyze the following:

• Which action is giving a slow response?
• How is the action triggered?
• What is the scope of the problem? Is the problem is specific for a user or multiple users? Is the problem specific to admin users or non-admin users?

Enable logs and reproduce the issue.

To determine the slow transaction, enable the following logs:

• Fiddler or Network capture by using native browser functionality.  For more information, see Creating a re-playable Fiddler capture for Remedy Mid Tier and Capturing network details by using the browser functionality.
  These details provide information about the HTTP request, which is experiencing delay. The capture gives a perspective from the browser to the mid tier.
• Detailed mid tier logs using SERVLET and PERFORMANCE log categories. For more information, see Enabling logs for Remedy Mid Tier troubleshooting.
  Detailed mid tier logging gives a perspective of the mid tier to the AR System server processing. You can track the HTTP request to the mid tier log and determine if the delay is due to mid tier.
• Enable AR Server API, SQL, and Filter logs.  For more information, see Enabling server-side AR System logs.
  AR System server logs help you track the activity to the AR System server. This helps analyze if the delay is in the API call, filter, or due to the SQL statement generated by the API call.

Note: Unless you can access a specific mid tier and a specific AR System server, you need to enable the mid tier logging on all user facing mid tiers and AR Sytsem servers that are behind a load balancer.

To disable the logging, use steps as described in Enabling detailed Mid Tier logging and Enabling server-side AR System logs.

Remember to disable the logs from each mid tier and AR System server, on which logging was enabled.

Collect the logs.

Copy the logs to another location where you can review them so that they do not get overwritten.

The logs may be large depending on the volume of activity during the logging period.

Collecting mid tier logs

Zip up all the logs in the log location specified in Remedy Mid Tier Config Tool - Log Settings page. 
For Microsoft Windows, the default location is:

C:\Program files\BMC Software\ARsystem\midtier\logs

For Linux, the default location is as follows:

/opt/bmc/ARsystem/midtier/logs

Collecting AR Server logs:

1. Run the log zipper on each AR Server.
2. Select Zip Logs.
   For more information, see BMC Remedy AR System Maintenance tool.
3. If you are providing the Log Zipper from multiple servers, rename the zip file to include the server name as part of the file name.

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:
   • Name of the user who performed the search
   • The search criteria used
   • Time when the problem occurred
   • Any error messages received
2. Collect the logs.
   • Zip each mid tier log set.
   • Zip each AR System server log set.
   • Zip the network capture file. (*.har or *.saz file)
3. Attach the zip file to your case. You can attach zip files upto 2 GB. You can also upload the files 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. 

You can review the logs yourself to try to identify error messages or behaviors.