Troubleshooting performance issues related to Asset Console

When you use Asset Console in BMC Helix ITSM: Asset Management, you might face issues while you are loading incidents or fetching results. Use this information to understand and resolve the problem or to create a BMC Support case.

Symptoms

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, not all tickets are shown.
The console is blank and does not show any data at all.
Asset 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 affect one or more servers.

Resolution for performance issues

Perform the following steps to troubleshoot the performance issues in BMC Helix ITSM: Asset Management Asset Console:

Step

Task

Description

Determine the specific actions that cause the issue.

Observe what actions cause Asset Console to slow down and validate whether 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:

What are the symptoms or error messages shown?
What steps did you use to duplicate the issue?

Add additional indexes to improve performance.

If you are using BMC Helix ITSM: Asset Management 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.

Column position	Field ID	Field name
1	1000003231	ASLOGID
2	7	STATUS

In the WOI:Workorder form, a composite index 100003231_1 has been added.

Column position	Field ID	Field name
1	100003231	ASLOGID
2	7	STATUS

If the issue persists, enable the browser developer tools.

Press F12 to enable the browser developer tools.
Go to the Network tab, and select the Preserve log check box.
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.
Verify that the response for any of the REST calls is '500' or '404'.

Enable 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.

Enable the DEBUG mode in the BMC Helix ITSM: Asset Management log.
For information about enabling the debug log, see the log.level configuration parameter description in the Setting configuration parameters in BMC Helix ITSM topic.

Enable logs and reproduce the problem. If you are unable to reproduce the problem, wait until the problem occurs on its own.

Identify the issue in the logs.

Disable logging.

Use the steps listed in Enabling logs for performance issues

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. Note that the log file size might be large.

Use the information in this table to troubleshoot the issue based on the symptoms and error messages.

Create a BMC Support case.

Collect and send the logs and detailed information when you create a case with BMC Support:

Provide the following information as a part of your case:
- Name of the user who replicated the problem.
- Time period it was executed.
- Any error messages received.
Attach the zip file containing your logs to your case (up to 2 GB).

Analyze the logs.

Review the logs by using the log analyzer. For more information about the log analyzer, see Analyzing AR System Log Analyzer output.For more information, see SFT - Steps to send logs, files, screenshots to BMC Support for a Remedy Product related case.

Resolution when Asset Console is blank or shows incomplete data

Step	Task	Description
1	Determine where the issue occurs.	Observe where Asset Console does not show data as expected or shows no data at all. Describe how the observed behavior differs from expected behavior. What are the symptoms or error messages shown? What steps did you use to duplicate the issue?
2	Run the same query in BMC Helix ITSM	Open Asset Console in BMC Helix ITSM and validate whether the data is being retrieved.
3	In Smart IT, enable the browser developer tools.	Press F12 to enable the browser developer tools. Go to the Network tab, and select the Preserve log check box. 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. Verify if the response of any of the REST calls is '500' or '404'.
4	Enable 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. Enable the DEBUG mode in the BMC Helix ITSM: Asset Management log. For information about enabling the debug log, see the log.level configuration parameter description in the Setting configuration parameters in BMC Helix ITSM topic.
5	If you observe missing data or no data at all, run the query at the source.	With the help of SQL logging, you can verify missing data by running the query in SHR:UnionSmartIT_TicketConsole and observe whether you are able to retrieve any data. If some data is missing, open Developer Studio and review the form to verify if you have made any recent changes. Confirm the appropriate 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 whether this view is present in the database or whether there are additional issues. Compare the view from the database with the SMT:UnionSmartIT_TicketConsole form and confirm that 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 Ticket Console.
7	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: 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. Attach the zip file containing the logs to your case (up to 2 GB). For more information, see SFT - Steps to send logs, files, screenshots to BMC Support for a Remedy Product related case.

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

Symptom	Where	Action	Reference
The console takes time to retrieve results.	Asset	Add more filter criteria.	BMC Helix Smart IT universal client performance benchmark use cases
The console takes a substantial amount of time to fetch results.	Asset	Review the recommended indexes.	BMC Helix Smart IT universal client performance benchmark use cases
Asset console takes time to bring back results for requests and work orders.	Asset console	The Source.ReconciliationIdentity index was added to Smart IT 18.05.005. If you are using Smart IT 18.05.004 or earlier, you must add this index manually. In the BMC.Core:BMC_BaseRelationship form, index C400120900_1 was added.	Not applicable
Added custom fields to Asset View are not visible	Asset Console	If you have created a required field in the AST:Attributes form, you need to ensure that it is either present in all the asset classes or there is a mechanism set up for the default value.	Not applicable
Error while displaying the primary contact for an asset	Asset Console	In Mid Tier, open the CTM:People form, and search for the person whose login ID was removed. Delete the asset relationship from the people profile and add it again.	Not applicable