Troubleshooting AR System configuration issues

When you observe issues related to the configuration of AR System server, use this information to either perform the troubleshooting steps to resolve the problem or create a BMC Support case.


Related topics

Contacting Support

Symptoms

  • Slow response from the AR System server
  • Errors in configuring the AR System server for additional configurations

Scope

  • Users from the ITSM Suite experience the problem.
  • One or more users experience the problem. 

Resolution

Step

Task

Description

1

Review the configuration checklist

Review Configuration checklist for Remedy AR System. Based on the size of your environment, make the recommended changes as per the knowledge article.

This checklist describes the configurations in the Mid Tier, BMC Helix Single Sign-On, AR System server, BMC Helix ITSM: Smart Reporting and database server. The checklist also describes configurations for the web infrastructure (web proxy, tomcat, JVM parameters) for the Mid Tier and BMC Helix ITSM application stack.

Note: All recommendations are a reference for the user. We encourage customers to conduct their own testing based on their own workload and adjust the settings as necessary.

2

Review the performance tuning documentation

Use the information to tune your environment if you notice performance issues in the AR System server.

3

Review the system requirement documentation

Review the System requirements topic in the BMC Helix Innovation Suite Deployment documentation.

Ensure that you have configured the system for your implementation.

4

Optional: Review the solution architecture documentation

Review the BMC Helix Innovation Suite deployment architecture topic in the BMC Helix Innovation Suite Deployment documentation.

Use this topic to compare a complete solution architecture with your deployment.

5

For DWP, review the best practices documentation

If you are using Digital Workplace, review Configuration checklist for BMC Digital Workplace.

Based on the size of your environment, make the recommended changes wherever applicable.

6

Review the FTS best practices documentation

If you face a performance issue related to Full Text Searches (FTS) or Global Searches, review Full-Text-Search (FTS) Best Practice Configuration for 9.1.x.

7

Review the server group ranking documentation

To validate your server group ranking, review How to Rank Operations in a Server Group.

Performance can be affected by the location of operations in a server group.

 

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