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:
- Identify the T table form name for the following forms:
- HPD:Help Desk
For example, T2118 - SRM:Request
For example, T1581 - SLM:Measurement
For example, T2361
- HPD:Help Desk
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:RequestCREATE 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:MeasurementCREATE NONCLUSTERED INDEX [IX_T2361_C300364200_C490008000_D64D5] ON [dbo].[T2361] ([C300364200], [C490008000]) INCLUDE ([C179], [C490009000])