Troubleshooting the Dashboard

You might encounter issues with the BMC Helix ITSM Dashboard as it might take a long time to load graphs and social data. Use this information to understand and resolve the problem or to create a BMC Support case.

Issue symptoms

  • When you log in to BMC Helix ITSM, the Dashboard takes a long time to load.
  • The data takes a long time to load for specific users.
  • You can view the Dashboard graphs, but the social timeline takes a long time to load.

Issue scope

  • One or more users experience this issue.
  • In a server group environment, this issue might affect one or more servers.

Resolution

Perform the following steps to troubleshoot the issues that cause the Dashboard to slow down.

Step

Task

Description

1

Determine where exactly the Dashboard is slow.

Observe what actions cause the Dashboard to slow down and validate if it happens for all users.

Describe how observed behavior differs from expected behavior.

  • Does this issue occur when you log in?
  • Is the social timeline taking time to load or are the Dashboard graphs taking more time to load?
  • What symptoms or error messages are displayed?
  • What steps did you use or take to reproduce the issue?

2

Apply these recommended indexes at the database level to improve performance.

Effectiveness of indexes depends on the distribution of data and usage of query criteria. For better performance, carefully test the indexes before you implement them in your production environment. The following are the recommended indexes for the Dashboard:

For Oracle database - Incident Statistics

Click here to expand...

Use this query to get the Incident statistics:

Form: HPD:Help Desk

T-Table: T1851

SELECT COUNT(*)
FROM T1851 WHERE ((T1851.C1000000082 = 'COMPANY NAME') AND (T1851.C1000000563 >=1446909336) AND (T1851.C1000000563 <= 1449501336));

For Incident - HPD:Help Desk

Click here to expand...

From Developer Studio, create an overlay of the HPD:Help Desk form, and add the composite index in the Contact Company (1000000082) and Last Resolved Date (1000000563) fields.

For Oracle database - Request Statistics

Click here to expand...

Use this query to get Request Statistics:

Form: SRM:Request

T-Table: T1398

SELECT C1000000162,C7,COUNT(*) FROM T1398 WHERE ((T1398.C1000003299 = 'COMPANY NAME')
AND ((T1398.C7 = 1200) OR (T1398.C7 = 2000) OR (T1398.C7 = 4000) OR (T1398.C7 = 1800) OR (T1398.C7 = 3000) OR (T1398.C7 = 5000) OR (T1398.C7 = 1500)))
GROUP BY C1000000162,C7 ORDER BY C1000000162,C7;

For Request - SRM:Request

Click here to expand...

From 

Developer Studio

, create an overlay of the SRM:Request form and add the composite index in the Customer Company (1000003299), Assignee Group (10002506), Status (7), and Urgency (1000000162) fields.

3

If the slowness persists, enable the browser developer tools.

  1. Press the F12 key, and enable the browser developer tools.
  2. Go to the Network tab, and click the Preserve log check box.
  3. 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.

4

Enable server-side AR System logs.

5

Disable logging

Follow the steps listed in Enabling server-side AR System logs to disable logging.

Important: Disable the logs from each affected server.

6

Analyze the logs

You can review the logs by using the log analyzer.

For more information about the log analyzer, see Analyzing logs.

7

Increase the value of the Server-Temp-Table-Threshold.

Add the following configuration to the Centralized Configuration form for the arserver entry, com.bmc.arsys.server.shared:Server-Temp-Table-Threshold:

1000

The value should be lesser than 2100 for SQL Server and 1000 for Oracle.

If you set a higher value, it can cause errors.

8

If the issue is still present, create a BMC Support case

Collect and send the server side logs as well as the F12.har logs with detailed information when creating a case with BMC Support:

  1. Provide the following information as part of your case:
    • Name of the user who replicated the problem.
    • Time period when the problem occurred.
    • Any error messages received.

  2. Attach the zip file 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 Dashboard feeds are auto-refreshed every 1 minute for the Universal Client and every 30 seconds for the mobile clients. This auto-refresh leads to too many requests for high concurrency environments.

Important: The Dashboard feeds are auto-refreshed only when the Dashboard tab is in focus.

Dashboard

From the Centralized configuration, modify the feedRefreshInterval parameter.

This parameter is used to configure the update feed refresh interval of the Dashboard. Based on its value, the Dashboard is synced with the latest feeds.

You can now decide how often the Dashboard should be refreshed.

The BMC Helix ITSM Dashboard takes a long time to load.


Dashboard

Apply the recommended indexes in the Dashboard section.


 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*