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 slow user transactions

When you observe that the performance of a specific action is slower than other actions in the mid tier, use this section to obtain the appropriate logging and troubleshooting steps to either resolve the problem or create a BMC Support case.

Symptom

  • Mid tier performance is as expected.
  • A specific actions such as searching or saving a record is slow.

Scope

One or more users experience the problem.

Resolution

Perform the following steps to troubleshoot the slow user transaction issues:

Step

Task

Description

1Review the configuration.

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

2

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?
3

Enable logs and reproduce the issue.

To determine the slow transaction, enable the following logs:

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.

4.Disable the logging.

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.

6

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.
7

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. 
8Analyze the logs.

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

Related topic

Troubleshooting Remedy Mid Tier


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