Troubleshooting slow user transactions

Verify the Mid Tier and AR System server configuration. For more information, see the knowledge article Health check from Remedy Mid Tier perspective .

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 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 Mid Tier troubleshooting.
  Detailed Mid Tier logging gives a perspective of the Mid Tier to 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 Tier s and AR System 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.

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 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 utility on each AR Server.
2. Select Zip Logs.
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.

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  Steps to send logs, files, screenshots, etc to BMC Support for a Remedy Product related case .