This documentation supports the 2.0 version of Remedy with Smart IT.

To view the latest 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.


  • When you log in to Smart IT, the dashboard takes a long time to load.
  • The data take a long time to load for specific users.
  • You can view the dashboard graphs, but the social timeline takes a long time to load.


  • One or more users experience these problems.
  • In a Server Group environment, these problems could affect one or more servers.


Perform the following steps to troubleshoot the issues that cause the dashboard to slow down.




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.

  • Is this issue happening 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 are the steps that you used to duplicate 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

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 on the fields Contact Company (1000000082) and Last Resolved Date (1000000563).

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.
3The problem persists.Server side logging is required to troubleshoot further.
4Enable browser developer tools.

Press the F12 key and enable the browser developer tools. Go to the Network tab and click the Preserve log checkbox.

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.

5Enable server-side AR System logs and extract the ux logs.

Enable Filter, SQL and API logs while reproducing the issue. For more information, see Enabling logs for performance issues .

Open the logback.xml file located under /Apache Software Foundation/Tomcat8.0/external-conf/ and change the value of the default logger.

Find the following line for the default logger:

<logger name="com.bmc.bsm" level="INFO">
   <appender-ref ref="FILE"/>


Change the level to DEBUG and save the file.

<logger name="com.bmc.bsm" level="DEBUG">
   <appender-ref ref="FILE"/>



Enable logs and reproduce the problem. If you cannot reproduce the problem, wait until the problem occurs on its own.

Capture the issue.


Disable logging.

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


Collect the logs.

Copy logs to another location where you can view them. Ensure that the logs are not overwritten. The log file size can be large and it might vary depending on volume.


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 a 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 that contains the logs to your case (up to 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 . 
10Analyze the logs.

You can review the logs by using the log analyzer. For more information abut the log analyzer, see Analyzing AR System Log Analyzer output .

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


The Smart IT dashboard takes a long time to load.


Apply the recommended indexes in the Dashboard section.

Adding database indexes for performance improvement

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