This documentation supports the 19.02 version of Remedy with Smart IT.

To view an earlier version, select the version from the Product version menu.

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

1Determine 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.

  • Does this issue occur when you log in?

  • Is the social timeline taking time to load or are the dashboard graphs taking more time to load?

  • What symptoms or error messages are displayed?

  • What steps did you use or take to reproduce the issue?

2Apply 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

 Click here to expand...

Use this query to get Incident statistics:

Form: HPD:Help Desk

T-Table: T1851

SELECT COUNT(*)
FROM T1851 WHERE ((T1851.C1000000082 = 'COMPANY NAME') AND (T1851.C1000000563 >=1446909336) AND (T1851.C1000000563 <= 1449501336));

For Incident - HPD:Help Desk

 Click here to expand...

From the BMC Remedy Developer Studio, create an overlay of the HPD:Help Desk form, and add the composite index in the Contact Company (1000000082) and Last Resolved Date (1000000563) fields.

DB - Oracle: Request Statistics

 Click here to expand...

Use this query to get Request Statistics:

Form: SRM:Request

T-Table: T1398

SELECT C1000000162,C7,COUNT(*) FROM T1398 WHERE ((T1398.C1000003299 = 'COMPANY NAME')
AND ((T1398.C7 = 1200) OR (T1398.C7 = 2000) OR (T1398.C7 = 4000) OR (T1398.C7 = 1800) OR (T1398.C7 = 3000) OR (T1398.C7 = 5000) OR (T1398.C7 = 1500)))
GROUP BY C1000000162,C7 ORDER BY C1000000162,C7;

For Request - SRM:Request

 Click here to expand...
From the BMC Remedy Developer Studio, create an overlay of the SRM:Request form and add the composite index in the Customer Company (1000003299), Assignee Group (10002506), Status (7), and Urgency (1000000162) fields.
4If you are using Smart IT 18.08, ensure that you have the latest set of patches for this version.
  1. Apply Remedy AR System 18.08.01: Patch 1 for version 18.08.
  2. Apply CMDB 18.08.01: Patch 1 for version 18.08.
  3. Apply Remedy IT Service Management 18.08.01: Patch 1 for version 18.08.
  4. Apply Remedy Service Request Management 18.08.01: Patch 1 for version 18.08.
  5. Apply Remedy Service Level Management 18.08.01: Patch 1 for version 18.08.
  6. Apply Smart IT 18.08.01: Patch 1 for version 18.08.
  7. Apply Cumulative Hotfix:  AR System 18.08.01 (Contact BMC Support for latest cumulative hotfix)
  8. Apply Cumulative Hotfix: Smart IT 18.08.01 (Contact BMC Support for latest cumulative hotfix)
5If the slowness persists, enable the browser developer tools.
  1. Press the F12 key, and enable the browser developer tools.
  2. Go to the Network tab, and click the Preserve log check box.
  3. After you reproduce the issue, right-click the list of REST calls, and select Save as HAR with Content. If you are using Internet Explorer, click Export captured traffic.
6Enable server-side AR System logs.
  • Enable Filter, SQL and API logs while reproducing the issue.
    For more information, see Enabling logs for performance issues .
  • Enable the DEBUG mode in the Smart IT log.
    For more information about how to enable the debug log, see How to enable debug log for Smart IT version 1805 and 1808 .
7Disable logging

Use the steps listed in Enabling logs for performance issues to disable logging. Remember to disable the logs from each affected server.

8Analyze 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 .

9You 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.
10Increase 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: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.

11If 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:

  1. Provide the following information as part of your case:

    • Name of the user who replicated the problem
    • Time period when the problem occurred
    • Any error messages received
  2. Attach the zip file to your case. 
    You can attach a zip file 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 .


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

SymptomWhereActionReference

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.


Adding database indexes for performance improvement

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