This documentation applies to the 8.1 version of Remedy Action Request System, which is in "End of Version Support."

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Troubleshooting BMC Remedy AR System performance issues

Even systems that have been highly tuned for best performance occasionally experience performance issues.

When an issue is discovered, gather as much information as you can about when and where the performance problem occurs and compare your findings to the performance goals that you have established. The following flowchart illustrates a possible troubleshooting process.

Performance tuning and troubleshooting flowchart

(Click the image to expand it.)

The first question might be to ask whether all users are experiencing the same performance issue, or if the problem is isolated to a specific user. You should also determine if users are receiving error messages, and obtain the message number and text. Error messages can help you isolate a problem more quickly. For more information about error messages, see the Working with error messages.

Properly defining a performance issue with a BMC Remedy AR System application is an essential first step. A good definition of the problem can suggest additional diagnostics to enable, and allow the analysis of logs to relate back to the issue originally reported. The following procedure will help you define the issue with appropriate details.

  1. Describe how observed behavior differs from expected behavior
    • Which symptoms or error messages occur?
    • In what log or user interface do these symptoms occur?
    • What are the steps to duplicate the issue?
    • Capture screenshots of the issue if possible.
  2. Describe the scope and impact of the issue.
    • Does the issue affect all applications on the system?
    • Does the issue occur in one environment, or all of them?
    • Is the issue affecting a production system or a test system?
    • Does the AR System server show high CPU or memory consumption at the time? Does the database server?
    • Does the issue only occur for some users performing the operation?
  3. Determine time and frequency of the issue.
    • When did the issue first appear? What changes occurred around that time?
    • Was performance degradation gradual or sudden?
    • How frequently does the issue occur? Is it constant, periodic, or intermittent?

Additional questions you might ask include:

  • Is performance slow only when logging in to the BMC Remedy AR System server?
  • Does the problem occur only when submitting an BMC Remedy AR System request or also when modifying a request or searching for data in the database?
  • Is there a specific time of day when the server responds slowly or experiences this specific performance problem?
  • What non-BMC Remedy AR System applications were running on the client or server when the problem occurred?
  • If time-outs are occurring, what RPC number appears?

You can also see your system configuration records for clues about where the problem might originate.

The answers to these questions will help you define your troubleshooting strategy. As you make changes to improve performance, document the adjustments you make and why so that you have a record of your progress. Try to make only one change at a time to determine what changes are effective.

If you gathered baseline performance data, when a performance problem arises, you can gather data on similar operations and compare it to the baseline data. This can help you identify what operations might be contributing to the performance problem.

Following are some issues that impact BMC Remedy AR System performance:

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