Troubleshooting Smart IT dashboard
You might encounter issues with Smart IT dashboard as it might take a long time to load graphs and social data. Use this information to understand and resolve the problem or to create a BMC Support case.
Symptoms
- When you log in to Smart IT, the dashboard takes a long time to load.
- The data takes a long time to load for specific users.
- You can view the dashboard graphs, but the social timeline takes a long time to load.
- You experience issues after upgrade or migration to Smart IT 18.05.
Scope
- One or more users experience this problem.
- In a Server Group environment, this problem might affect one or more servers.
Resolution
Perform the following steps to troubleshoot the issues that cause the dashboard to slow down.
Step | Task | Description |
1 | Determine where exactly the dashboard is slow. | Observe what actions cause the dashboard to slow down and validate if it happens for all users. Describe how observed behavior differs from expected behavior.
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2 | Apply these recommended indexes at the database level to improve performance. | Effectiveness of indexes depends on the distribution of data and usage of query criteria. To ensure better performance, carefully test the indexes before you implement them in your production environment. Recommended indexes for Dashboard DB - Oracle - Incident Statistics For Incident - HPD:Help Desk DB - Oracle: Request Statistics For Request - SRM:Request |
4 | If you are using Smart IT 18.08, ensure that you have the latest set of patches for this version. |
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5 | If the slowness persists, enable the browser developer tools. |
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6 | Enable server-side AR System logs. |
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7 | Disable logging | Use the steps listed in Enabling logs for performance issues to disable logging. Remember to disable the logs from each affected server. |
8 | Analyze the logs | You can review the logs by using the log analyzer. For more information about the log analyzer, see Analyzing AR System Log Analyzer output . |
9 | You have migrated data from MongoDB and have upgraded to Smart IT 18.05 or 18.08. | Check the number of records in the SMT:Social_WorkLogView form. Find the T table of this form in your logs, then run the log analyzer tool, which shows if there are long running queries associated to this form. |
10 | Increase the value of the Server-Temp-Table-Threshold. | Add the following configuration to the Centralized Configuration form for the arserver entry, com.bmc.arsys.server.shared:Server-Temp-Table-Threshold: 1000 The value should be lesser than 2100 for SQL Server and 1000 for Oracle. Setting a higher value can cause errors. |
11 | If the issue is still present, create a BMC Support Case | Collect and send the server side logs as well as the F12.har logs with detailed information when creating a case with BMC Support:
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After you determine a specific symptom or error message, use the following table to identify the solution:
Symptom | Where | Action | Reference |
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Dashboard feeds are auto-refreshed every minute for Universal Client and every 30 seconds for mobile clients. This auto-refresh leads to too many requests for high concurrency environments. | Dashboard | From the Centralized configuration, modify the feedRefreshInterval parameter. This parameter is used to configure the update feed refresh interval of the Dashboard. Based on its value, the Dashboard is synced with the latest feeds. You can now decide how often the dashboard should be refreshed. | Centralized Configuration |
The Smart IT dashboard takes a long time to load. | Dashboard | Apply the recommended indexes in the Dashboard section. |
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