Troubleshooting Ticket Console and Asset Console
When you use the Ticket Console or the Asset Console in Smart IT, you might face issues while loading incidents or fetching results. Use this information to understand and resolve the problem or to create a BMC Support case.
- The Ticket Console or the Asset Console takes a long time to load incidents.
- The data takes a long time to load for some users.
- The data comes back incomplete, that is, all tickets are not shown.
- The console is blank and does not show any data at all.
- The Ticket Console shows the spinning wheel icon but does not load any content.
- One or more users experience these problems.
- In a Server Group environment, these problems could affect one or more servers.
Resolution for performance issues
Perform the following steps to troubleshoot the performance issues in Smart IT Ticket Console or Asset Console:
|1||Determine the specific actions that cause the issue.|
Observe what actions cause the Ticket Console or Asset Console to slow down and validate if it happens for all users.
Before you create a BMC Support case, describe how the observed behavior differs from the expected behavior in the following aspects:
|2||If the console takes a long time to retrieve results, check the filtering options.|
When you use some filtering options such as All Open in the Ticket Console, you might experience performance issues.
To improve performance, add more filter criteria.
|3||If the issue is related to performance, apply the recommended indexes at the database level for improving performance in the Ticket Console or Asset Console.|
Effectiveness of indexes depends on the distribution of data and the usage of query criteria. To ensure better performance, carefully test the indexes before you implement them in your production environment.
For more information on how to improve performance, see Adding database indexes for performance improvement.
Recommended Indexes for the Asset Console
DB - MS SQL Server: Apply filters to Asset Console
Click here to expand...
You may experience performance issues while applying filters to the Asset Console when you have a huge volume of asset data.
Solution: To get better performance for the asset CI search and asset console load, apply the following index:
Assumption: The schema ID for 'BMC.CORE:BMC_BaseElement' is 471.
For additional suggestions to improve the performance of the asset search, see Adding indexes for improving asset search.
|5||If the issue persists, enable the browser developer tools.|
|6||Enable Server-side AR System logs, and extract the |
Change the level to DEBUG and save the file.
Enable logs and reproduce the problem. If you are unable to reproduce the problem, wait until the problem occurs on its own.
Capture the issue.
Use the steps listed in to disable logging. 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.
Use the information in this table to troubleshoot based on symptoms and error messages.
Creating a BMC Support case.
When creating a case with BMC Support, collect and send logs and detailed information:
|11||Analyze the logs.|
You can review the logs by using the log analyzer.
Resolution when the Ticket or Asset Console is blank or shows incomplete data
|1||Determine where the issue occurs.|
Observe where the Ticket or the Asset Console does not show data as expected or shows no data at all.
Describe how the observed behavior differs from the expected behavior in the following aspects:
|2||Run the same query in Remedy IT Service Management.||Open the Ticket Console in Remedy IT Service Management and validate if the data is being retrieved.|
|3||In the Smart IT Universal Client, enable the browser developer tools.|
|4||Enable server-side AR system logs and extract the |
Change the level to DEBUG and save the file.
|5||If you observe missing data or no data at all, run the query at the source.|
|6||If the issue is still present, create a BMC Support case.|
When you create a case with BMC Support, collect and send the server side logs and the F12.har logs with detailed information:
After you determine a specific symptom or error message, use the following table to identify the solution:
|The Console takes time to retrieve results.||Ticket, Asset, or Knowledge Console|
Add more filter criteria.
The Console takes substantial amount of time to retrieve results.
Ticket, Asset, or Knowledge Console
Review the recommended indexes.
|Ticket Console does not show data when the Assigned to me option is cleared.|
Contact BMC for latest patch release.