Troubleshooting performance issues related to the Ticket Console and Asset Console

When you use the Ticket Console or the Asset Console in BMC Helix ITSMSmart 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.
In Ticket Console, the Assignee column is not updated.

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 Ticket Console or Asset Console:

Step

Task

Description

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:

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?

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.

The following indexes have been created:

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 the F12 key and 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.
Check if the response of 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 Smart IT 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.

Capture the issue.

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. 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:

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).
For more information, see SFT - Steps to send logs, files, screenshots to BMC Support for a Remedy Product related case.

Analyze 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
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 observed behavior differs from expected behavior. 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?
2	Run the same query in Mid Tier	Open the Ticket Console in Mid Tier and validate if the data is being retrieved.
3	In the classic Smart ITUniversal Client, enable the browser developer tools.	Press the F12 key, and 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. Check 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 Smart IT 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 check for missing data by running the query in SHR:UnionSmartIT_TicketConsole and observe if you are able to retrieve any data. If some data is missing, open Developer Studio and review the form to check if you have made any recent changes. Verify the 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 additional issues. Compare the view from the database with the SMT: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.
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.	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.	Ticket Console	Contact BMC Support for the latest patch.	SW00539586
The Ticket console takes time to bring back results for requests and work orders.	Ticket Console	The following indexes have been created: In the SRM:Request form, composite index, 1000003231_1 was added. In the WOI:Workorder form, composite index 100003231_1 was added.
Asset console takes time to bring back results for requests and work orders.	Asset console	The following indexes have been created: The Source.ReconciliationIdentity index was added. In the BMC.Core:BMC_BaseRelationship form, index C400120900_1 was added.
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.	Ticket Console	Refresh the console.