Troubleshooting the Overview console

Issue with the visibility of tickets in the Overview console

Adding a person to a large number of support groups might cause an issue with the visibility of tickets in the Overview console. Contact the administrator to verify the number of support groups limitation.

Issue symptom

The Overview console table does not display the incident request and change request records for a particular user.

Issue scope

When you open the Overview console table.

Resolution

As an administrator, you must check the number of support groups that the user belongs to. Due to limitations with the database query, the Overview console cannot display incident requests and change requests for users who belong to a large number of support groups.

Issue with searching records

Issue symptom

Searching for records in the Overview Console takes longer time than usual.

Issue scope

When you import data in to your BMC Helix ITSM applications.

Resolution

Perform the following steps:

1. Identify the T table form name for the following forms: 
   1. HPD:Help Desk
      For example, T2118
   2. SRM:Request
      For example, T1581
   3. SLM:Measurement
      For example, T2361

2. Manually run the following queries on the AR System server database:

   T table form for HPD:Help Desk;

   CREATE INDEX [IX_T2118_C1000000164_C1000000251_C7_77FDB] ON [dbo].[T2118] ([C1000000164], [C1000000251],[C7]) INCLUDE ([C1000000161])
   
   CREATE INDEX [IX_T2118_C1000000251_C7_E47AC] ON [dbo].[T2118] ([C1000000251],[C7]) INCLUDE ([C1000000161])
   
   CREATE INDEX [IX_T2118_C1000000001_C1000000164_C7_370F1] ON [dbo].[T2118] ([C1000000001], [C1000000164],[C7]) INCLUDE ([C1000000161])
   
   CREATE NONCLUSTERED INDEX [IX_T2118_C1000000082_C1000003761
   _C1000000217_C1000000563] ON [dbo].[T2118] ([C1000000082],[C1000003761],[C1000000217],[C1000000563])

    T table form for SRM:Request

   CREATE INDEX [IX_T1581_C1000000082_C7_7F68A] ON [dbo].[T1581] ([C1000000082],[C7]) INCLUDE ([C3], [C1000000829])
   
   CREATE INDEX [IX_T1581_C3_C1000003009_FE43F] ON [dbo].[T1581] ([C3], [C1000003009]) INCLUDE ([C1000000338], [C1000003296])
   
   CREATE INDEX [IX_T1581_C1000003296_C301626500_DDEA1] ON [dbo].[T1581] ([C1000003296], [C301626500]) INCLUDE ([C3], [C6], [C7], [C179], [C301244700], [C1000000001], [C1000000063], [C1000000064], [C1000000065], [C1000000150], [C1000000251], [C1000000829], [C1000002613], [C1000003231], [C1000003234], [C1000003299], [C10002506], [C10010413], [C1000001270], [C1000001271], [C1000001272], [C1000002268], [C1000002269], [C1000002270])
   
   CREATE INDEX [IX_T1581_C301626500_9EC59] ON [dbo].[T1581] ([C301626500]) INCLUDE ([C7])

   T table form name for SLM:Measurement

   CREATE NONCLUSTERED INDEX [IX_T2361_C300364200_C490008000_D64D5] ON [dbo].[T2361] ([C300364200], [C490008000]) INCLUDE ([C179], [C490009000])