Troubleshooting performance issues related to the 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.
- In Ticket Console, the Assignee column is not updated.
- One or more users experience these problems.
- In a Server Group environment, these problems 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:
|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:
|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.
|Add additional indexes to improve performance.
In Smart IT18.05.005, new indexes have been created. However, if you are using Smart IT version 18.05.004 or earlier, you have to add these indexes manually.
In the SRM:Request form, a composite index, 1000003231_1 has been added.
In the WOI:Workorder form, a composite index 100003231_1 has been added.
|If the issue persists, enable the browser developer tools.
Enable Server-side AR System logs, and extract the
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 this table to troubleshoot based on symptoms and error messages.
Create a BMC Support case.
Collect and send logs and detailed information when creating a case with BMC Support:
|Analyze the logs.
You can review the logs by using the log analyzer. For more information about the log analyzer, see .
Resolution when the Ticket or Asset Console is blank or shows incomplete data
|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 observed behavior differs from expected behavior.
Run the same query in BMC Helix ITSM
Open the Ticket Console in BMC Helix ITSM and validate if the data is being retrieved.
In the Smart ITUniversal Client, enable the browser developer tools.
|Enable server-side AR system logs, and extract the
|If you observe missing data or no data at all, run the query at the source.
|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 fetch results.
Ticket, Asset, or Knowledge Console
Review the recommended indexes.
|The Ticket Console does not show data when the Assigned to me option is cleared.
Contact BMC Support for the latest patch.
|The Ticket console takes time to bring back results for requests and work orders.
Starting with Smart IT version 18.05.005, new indexes have been created. However, if you are using Smart IT version 18.05.004 or earlier, you must add these indexes manually.
|Asset console takes time to bring back results for requests and work orders.
In Ticket Console, when you assign multiple tickets by selecting the Auto-assign to the best fit group option, the Assignee column in the console is not updated.
Refresh the console.