This documentation supports the 9.1 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

Troubleshooting Mid Tier reporting issues

You can run AR System reports and Web reports from the AR System Report Console. Web reports are of two types:

  • Web reports created from the AR System Report console
  • Reports created by using the BIRT ReportDesigner

For more information, see Reporting on Remedy application activity.

This section helps you obtain the appropriate logging and troubleshooting steps to either resolve the problem related to reporting or create a BMC Support case.

Symptoms

  • You might get any of the following error while creating a Web report:
    • ARERR 3600
    • ARERR 9246
    • ARERR 8753
    • ARERR 361
    • ARERR 8760 
  • Missing data or incorrect data in the Web report.
  • The Web report displays incorrect format of exported files.

Scope

One or more users experience the problem.

Resolution

Perform the following steps to troubleshoot the mid tier reporting related issues:

Step

Task

Description

1Clarify the problem

Analyze the following:

  • Is the problem with the AR System Report Console functionality or with running or exporting a report?
  • Determine which type of report is experiencing the problem? AR System report or Web report.
  • If Web report is causing problem, identify if the report is created by using the AR System Report console.
  • Determine if all reports of that type are experiencing the problem or just one specific report.
  • If problem is specific to one report, can a new report be generated against the same form work successfully?
  • Determine if only one user experiences the problem.
2Detailed steps to generate report

The way you maneuver to a report affects how the report is generated. 
Gather the steps taken to generate the report in detail. The best method is to detail the steps taken from the display of the Home Page on login to the actual running of the report.

3

Enable logs and reproduce the problem.

  • Perform network capture of loading the AR System Report Console and recreating the problem.
    You can capture the network by using Fiddler logging or the browser network capture functionality. For more information, see Creating a re-playable Fiddler capture for Remedy Mid Tier and Capturing network details by using the browser functionality.
    The capture provides detailed information about the form definition provided to the browser including the field layout and active links aligned to the form.  The capture gives a perspective from the browser to the mid tier.
  • Enable detailed mid tier logging by using the following log categories:
    • SERVLET
    • PERFORMANCE
    • REPORTING
    For more information, see Remedy Mid Tier logging.
    Detailed mid tier logging gives you the perspective of the mid tier processing. mid tier logs reflect any processing errors.
    Note: Unless you want to access a specific mid tier, enable the mid tier logging on all user facing mid tiers that are behind a load balancer.  
  • For AR System reports, enable active link logging.
4Disable the logging

Use steps described in Enabling logs for Remedy Mid Tier troubleshooting to disable the logging enabled in the previous step.

Remember to disable the logs from each mid tier on which logging was enabled.

5

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 volume of activity during the logging period.

Collecting mid tier and tracelogger logs

Zip up all the logs in the log location specified on the Log Settings page of Remedy Mid Tier Configuration Tool. 
For Microsoft Windows, the default location is as follows:

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

For Linux, the default location is as follows:

/opt/bmc/ARsystem/midtier/logs

ReportEngine*.log This log file is available in the same directory as the mid tier logs.  Normally, it has no content. However, this log has content if an error occurs while creating a Web report.

Copy of the report's definition file    This file is attached to the report's record in the Report form.

  1. Open the Report form.
  2. Search for the specific report.
  3. Save the attachment to your desktop.  
    AR System reports have *.arr extension and Web reports have an *.rptdesign extension.

Def file of the associated form If the report is created for a custom or overlay form, provide a def file of the form exported from Remedy Developer Studio.  
If the problem is data related, an arx file of some data from the form is helpful.

Webserver logs for webserver supporting the mid tier
Apache Tomcat logs are found in the <Tomcat installation>\logs folder.

The Epoch Datestamp text file in the <Mid Tier Installation directory>\WEB-INF\platform\configuration folder. For example, 1573766599045.txt. 

6

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. 
7Analyze the logs

You can review the logs and identify error messages or behaviors.

Use the table below to troubleshoot based on your symptoms and error messages.

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

SymptomWhereActionReference

Web Report:

Incident Detail report is not exported to XLS format, as expected.

Mid tier 8.x - Mid tier 9.1.04Update the plug-in jar files as described in the referenced article.

See the Knowledge Article Web Report: Incident Detail report does not export cleanly to XLS format

When reporting an issue with exporting, provide the contents of the midtier/WEB-INF/platforms/plugins and midtier/WEB-INF/platform/conf folder.

While creating a Web report, all fields on the form are not displayed in the Columns tab.

Mid tier 9.x or later

This is working as designed.

Certain core fields and fields with specific property settings are excluded from the list of available fields.

For example, fields that begin with the character z. These fields indicate temporary workflow fields.

See the Knowledge Article Not all fields on the form show on the Columns tab - Available Fields when designing a new Web report in the AR System Report Console form. .

AR ODBC driver did not installMid tier 9.x or laterFollow instructions on the referenced articles

See the Knowledge Article link How to manually configure 9.x AR System ODBC drivers on 64-bit Windows OS?

For version 8.x, Remedy - Server - How to manually configure 8.x AR System ODBC drivers on 64-bit Windows OS? .


Web report exports only 2000 records

Mid tier 7.6.04 and later


The following parameters are available in the config.properties file to limit the number of entries in the report:

  • arsystem.nativereport.onscreen_max_entries
  • arsystem.FileExport_max_entries
  • arsystem.webreport.onscreen_max_entries



See the Knowledge Article Web Report: Exporting Web report only exports 2000 records max

How to edit Out-Of-the-Box ITSM Web reports with BIRT Report Designer

Mid tier 7.6.04 or later


See reference article

See the Knowledge Article How to edit OOB ITSM Web reports with BIRT Report Designer .


Related topic

Troubleshooting Remedy Mid Tier

Was this page helpful? Yes No Submitting... Thank you

Comments