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 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.

Symptoms

  • 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. 

Scope

  • 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:

Step

Task

Description

1Determine 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:

  • Does this issue occur only on opening the Ticket or the Asset Console?
  • Do you experience this issue only for the Ticket Console or for the Asset Console and the Knowledge Console also?
  • What are the symptoms or error messages shown?
  • What steps did you use to duplicate the issue?
2If 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.

3If 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:

CREATE NONCLUSTERED INDEX asset_index
ON [dbo].[T471] ([C400127400],[C400079600])
INCLUDE ([C1],[C3],[C6],[C8],[C179],[C200000001],[C200000003],[C200000004],[C200000005],[C200000020],[C240001002],[C240001003],[C240001005],[C260100002],[C301172600],[C400129200],[C1000000001],[C200000012],[C260000005],[C260000001],[C200000007],[C260400003])

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.

5If the issue persists, enable the browser developer tools.
  1. Press the F12 key, and enable the browser developer tools.
  2. Go to the Network tab, and select the Preserve log checkbox.
  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.
    Check if the response of any of the REST calls is '500' or '404'.
6Enable Server-side AR System logs, and extract the ux and smartit 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 this directory: /Apache Software Foundation/Tomcat8.0/external-conf/ 
    Find the following line for the default logger:

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

</logger>

 Change the level to DEBUG and save the file.

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

</logger>

7

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.

8

Disable logging.

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

9

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.

10

Creating a BMC Support case.

When creating a case with BMC Support, collect and send logs and detailed information:

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

    • Name of the user who replicated the problem
    • Time period when the problem was observed
    • Any error messages received
  2. Attach the Zip file containing 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.
11Analyze 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 .


Resolution when the Ticket or Asset Console is blank or shows incomplete data

Step

Task

Description

1Determine 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:

  • Does this issue occur only on opening the Ticket or the Asset Console?
  • Do you experience this issue only for the Ticket Console or for the Asset Console and the Knowledge Console also?
  • What are the symptoms or error messages shown?
  • What steps did you use to duplicate the issue?
2Run 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.
3In the Smart IT Universal Client, enable the browser developer tools.
  1. Press the F12 key and enable the browser developer tools.
  2. Go to the Network tab and select the Preserve log checkbox.
  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.
    Check if the response of any of the REST calls is '500' or '404'.
4Enable server-side AR system logs and extract the ux/smartit 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 this directory: /Apache Software Foundation/Tomcat8.0/external-conf/ 
    Find the following line for the default logger:

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

</logger>

 Change the level to DEBUG and save the file.

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

</logger>

5If you observe missing data or no data at all, run the query at the source.
  • Verify if the User Experience patch is installed. If you have recently patched to a new build, reinstall the UX patch in all Remedy IT Service Management servers.
  • With the help of SQL logging, you can check for missing data by running the query in SHR:UnionSmartIT_TicketConsole and observe if you get any data back. If some of the data is missing, open Developer Studio and review the form to check if you have made any recent changes.
  • Verify permissions in fieldID 1 'Request ID'.
  • If you see an ARERR 552 error, execute the query that causes errors at the database level, so that you can validate if this view is present in the database or if there are other additional issues.
    Compare the view from the database with the SHR:UnionSmartIT_TicketConsole form and check if the form is missing a field.
  • If a custom column was added and it is not shown in the table, create a new filter. The new columns are then displayed. The new columns are not displayed in existing filters in the Ticket Console.
6If 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:

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

    • Name of the user who replicated the problem
    • Time period when the problem was observed
    • Any error messages received
  2. Attach the Zip file containing 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.


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

SymptomWhereActionReference
The Console takes time to retrieve results.Ticket, Asset, or Knowledge Console

Add more filter criteria.

Smart IT performance tuning recommendations

The Console takes substantial amount of time to retrieve results.

Ticket, Asset, or Knowledge Console


Review the recommended indexes.

Adding database indexes for performance improvement

Ticket Console does not show data when the Assigned to me option is cleared.

Ticket console


Contact BMC for latest patch release.

SW00539586

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