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Customizing the heartbeat to prevent false errors

If you consistently see heartbeat errors, consider making adjustments to the following workflows if you think that the records simply need more time to be processed:

  • The enterprise BMC Remedy AR System server:
    • CMF:DHB:SendDSO-EAR-HeartBeat-DSOtoCAR_30 & 40
    • CMF:DRH:UpdateDSO-CAR-HeartBeatCheck_030 & 40
    • CMF:DRH:UpdateRE-EAR-HeartBeatCheck_020, 30, 40
  • The cloud BMC Remedy AR System server:
    • CMF:DRH:UpdateDSO-EAR-HeartbeatCheck_020, 30, 40
    • CMF:DRH:UpdateRE-CAR-HeartBeatCheck_020, 30, 40

To adjust the filters

  1. Login as an AR System administrator.
  2. Open the following form: CMF:DSORE-HealthStatus.
  3. Search for records in which InfrastructureEventSubType = Heartbeat.
     There are 4 records on the EAR server: 2 for the cloud AR System servers and 2 for the enterprise AR System server.
  4. Look at the Run Time Delta Interval value for each record.
     If the value is consistently greater than 1.5 times the value in the Update Interval field, warnings occur. If the value is consistently greater than 2 times the value of the Update Interval, errors occur.
  5. You can manually adjust the run if qualification in the workflows listed above on both the enterprise AR System server and the cloud AR System server.
     For example, if the Run Time Delta Interval has a value of 300 and the Update Interval has a value of 120, then you mightwant to adjust the Update qualification for the run if so that the value falls within the normal range.

For CMF:DRH:UpdateDSO-CAR-HeartBeatCheck_030, the run if qualification is:


('Run Time Delta Interval' > ('Update Interval' * 1.5)) AND ('Run Time Delta Interval' < ('Update Interval' * 2)) 

Consider changing the qualification from 1.5 to 2.6 and the 2 to 3 in each workflow listed above.

 

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