Troubleshooting performance issues while processing approvals

While processing approvals, you might notice that approvals take more time than what is expected to show up in a request. See the guidelines described here to resolve performance issues while processing approvals. Alternatively, create a BMC Support case.

Symptoms

  • You notice that approvals take more time than what is expected to show up in requests.
  • As an approver, you do not receive approval requests in a timely manner.

Scope

One or more users might experience the symptoms.

Resolution

Perform the following steps to troubleshoot performance issues while processing approvals:

Step

Task

Description

1.

Update the approval polling interval.

The Approval-Polling-Interval setting causes Approval Server to poll AR System server for pending work.

You can update the approval polling interval. For example, you can set the approval polling interval to 60 seconds.
Approval-Polling-Interval: 60.

For more information, see Approval-Server-configuration-file-settings.

2.

Verify Approval Server configuration.

Verify Approval Server configuration by running the checklist.

3.

Enable logs.

  2. Perform the following steps to enable AR Server-side API log, Filter log, and SQL log:
    1. Open AR System Administration Console.
    2. Select System > General > Server Information.
      The Server Information page is displayed.
    3. On the Log Files tab, select the API Log check box, the Filter Log check box, and the SQL Log check box.
    4. Click Apply.
    5. Click OK.
      The AR Server-side API log, Filter log, and SQL log are enabled.

4.

Analyze logs.

Review the log files to identify any error messages or behaviors. See the table below to troubleshoot issues based on the symptoms and error messages.

5.

Collect logs and disable logging.

Perform the following steps:

  1. Run the Log Zipper utility.
    Note: You must click Zip Logs (not Zip All Logs) to collect the log files.
  2. Copy the log files to another location and review them so that they do not get overwritten.
    Note: A few log files might be huge in size.
  3. Disable the logs that you enabled in step 4.

6.

Create a BMC Support case.

Collect and send logs and detailed information when creating a case with BMC Support:

  1. Provide the following information as part of your case:
    • The request example for the approval that has issues
    • The time when the issue was captured in the log files
    • Any error messages that you get in the log files.

  2. Attach a ZIP file to your case.
    You can attach a ZIP file of size up to 2 GB. You can also upload the file on FTP.
    For more information, see Steps to send logs, files, screenshots, etc to BMC Support for a Remedy Product related case.

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

Symptom

Location

Action

You notice that it takes a long time to approve requests via emails.

Approving requests via emails

Related topic

Contacting Support

 

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