Troubleshooting Smart Recorder issues
When you use Smart Recorder, you might face issues such as Smart Recorder not retrieving correct templates, knowledge articles, or service requests. Use this information to understand and resolve the problem or to create a BMC Support case.
- Smart Recorder does not retrieve suggested data.
- Smart Recorder search retrieves incorrect results.
- Smart Recorder takes a long time to retrieve search results.
- Smart Recorder displays error messages when performing a Full Text Search (FTS) or Global search.
- One or more users experience these problems.
- In a server group environment, these problems might impact one or more servers.
Perform the following steps to troubleshoot the Smart Recorder issues:
|1||Try to replicate the issue.|
Enter several different terms in Smart Recorder.
If Smart Recorder does not suggest any templates, ensure that the templateSearchByAuthoringGroup property is set to False. If this property is set to True, template suggestion in Smart Recorder is limited to only those templates that match the support group to which the user belongs.
Open Chrome Developer Tools and check the response.
|3||Check the search results by running the search directly on the MFS:MultiFormSearch form.|
Open the MFS:MultiFormSearch form in Remedy Mid Tier and search for the same keyword used in Global search and check the results.
|4||Log in to Remedy IT Service Management and check whether you are able to perform Global search.||Check if the application retrieves any search results.|
|5||Change the log level of the UX or Smart IT log to DEBUG.|
For information on enabling debug log level, see .
|6||Check the response from the Global search in the UX or Smart IT log.|
Check for the word ERROR in the
The response must be
|7||Smart Recorder searches take a long time.|
If searches in Smart Recorder take a long time to retrieve results, you can improve the search performance by modifying parameters in Server Group Configuration.
Review the Remedy AR System configuration. Determine if the search is performed from indexer server or searcher (user-facing) server.
Verify the FTS configuration. For information on FTS configuration, see .
In the server where the search is being executed, enable API and SQL logging.
You can enable logs across servers and server groups. For more information, see
Reproduce the issue in both Smart IT and Remedy IT Service Management and note search-related information.
Enable logs and reproduce the problem.
When you replicate the issue in both Smart IT and Remedy IT Service Management, provide the following information to BMC Support:
Analyze Java heap stack if you encounter any of the following problems:
Use a Java Virtual Machine (JVM) or other appropriate tools to obtain a heap dump or thread dump as necessary. Collect the dump files when you observe any issue.
See the following knowledge articles for more information about collecting a heap or thread dump:
Allow three to five minutes for log buffering before running Log Zipper. Use the steps listed in to disable logging.
Collect the logs.
Copy logs to another location where you can view them. Ensure that the logs are not overwritten.
Review the symptoms and error messages. Use the information in this table to troubleshoot the issue.
Create a BMC Support case.
Collect and send logs and detailed information when creating a case with BMC Support:
|14||Analyze the logs.|
You can review the logs to try to identify error messages or behaviors. Use the information in the following table to help identify possible symptoms and solutions.
After you determine a specific symptom or error message, use the following table to identify the solution:
|Service request templates are not displayed properly.||Smart Recorder|
If you cannot see a service request template for a customer, check the following items:
|Submitting service requests|
People search through Smart Recorder has delayed response.
You can configure the allowPersonSearchByNameOnly parameter.
This configuration parameter is used to set the name-based query. You can configure this parameter to true to enable search by firstname%lastname.