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 the problem.
- 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 reproduce 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.|
In Remedy Mid Tier, open the MFS:MultiFormSearch form 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.|
|6||Check the response from the Global search in the UX or Smart IT log.|
Check for the word ERROR in the
|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 more information, see .
In the server where the search is being performed, enable API and SQL logging.
For Load Balanced environments, enable API and SQL logging from all user facing servers in the group. 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 the Log Zipper utility. Use steps listed in the to disable logging.
Collect the logs.
Copy logs to another location where you can view them. Make sure 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 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:
|Knowledge articles are displayed in the Recommended Articles section of the Smart Recorder even after they are retired.||Smart Recorder||Ensure that you have applied the latest hotfix available for Smart IT 1.6.|
|In Smart Recorder, untitled templates are displayed for selection.||Smart Recorder||Contact BMC Support to get build 150 patch for Smart IT 2.0.||SW00554899|
|Service request templates are not displayed correctly.||Smart Recorder|
If you cannot see a service request template for a customer, check the following items:
|Submitting service requests|
|Slow performance while creating a ticket from Smart Recorder, no issues from Remedy IT Service Management.||Smart Recorder||Contact BMC Support to get the latest patch for Smart IT 2.0.||SW00549895|
|Smart Recorder Search by Company (#Company) is not working on Internet Explorer.||Smart Recorder||Contact BMC Support to get the latest patch for Smart IT 2.0.||SW00545942|