Troubleshooting Mid Tier reporting issues

Analyze the following:

• Is the problem with the AR System Report Console functionality or with running or exporting a report?
• Determine which type of report is experiencing the problem? AR System report or Web report.
• If Web report is causing problem, identify if the report is created by using the AR System Report console.
• Determine if all reports of that type are experiencing the problem or just one specific report.
• If problem is specific to one report, can a new report be generated against the same form work successfully?
• Determine if only one user experiences the problem.

• Perform network capture of loading the AR System Report Console and recreating the problem.
  You can capture the network by using Fiddler logging or the browser network capture functionality. For more information, see Creating-a-re-playable-Fiddler-capture-for-Mid-Tier and Capturing-network-details-by-using-the-browser-functionality.
  The capture provides detailed information about the form definition provided to the browser including the field layout and active links aligned to the form.  The capture gives a perspective from the browser to the Mid Tier.

• Enable detailed Mid Tier logging by using the following log categories:

  • SERVLET
  • PERFORMANCE
    
  • REPORTING

  For more information, see Mid-Tier-logging.
  Detailed Mid Tier logging gives you the perspective of the Mid Tier processing. Mid Tier logs reflect any processing errors.
  Note: Unless you want to access a specific Mid Tier, enable the Mid Tier logging on all user facing Mid Tiers that are behind a load balancer.  

• For AR System reports, enable active link logging.

Use steps described in Enabling-logs-for-Mid-Tier-troubleshooting to disable the logging enabled in the previous step.

Remember to disable the logs from each Mid Tier on which logging was enabled.

Copy the logs to another location where you can review them so that they do not get overwritten.

The logs may be large depending on volume of activity during the logging period.

Collecting Mid Tier and tracelogger logs

Zip up all the logs in the log location specified on the Log Settings page of Mid Tier Configuration Tool. 
For Microsoft Windows, the default location is as follows:

C:\Program files\BMC Software\ARsystem\midtier\logs f

For Linux, the default location is as follows:

/opt/bmc/ARsystem/midtier/logs

ReportEngine*.log — This log file is available in the same directory as the Mid Tier logs.  Normally, it has no content. However, this log has content if an error occurs while creating a Web report.

Copy of the report's definition file —   This file is attached to the report's record in the Report form.

1. Open the Report form.
2. Search for the specific report.
3. Save the attachment to your desktop.  
   AR System reports have *.arr extension and Web reports have an *.rptdesign extension.

Def file of the associated form — If the report is created for a custom or overlay form, provide a def file of the form exported from Developer Studio.  
If the problem is data related, an arx file of some data from the form is helpful.

Webserver logs for webserver supporting the mid tierApache Tomcat logs are found in the <Tomcat installation>\logs folder.

The Epoch Datestamp text file in the <Mid Tier Installation directory>\WEB-INF\platform\configuration folder. For example, 1573766599045.txt. 

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

1. Provide the following information as part of your case:
   • Name of the user who performed the search
   • The search criteria used
   • Time when the problem occurred
   • Any error messages received
2. Collect the logs.
   • Zip each Mid Tier log set.
   • Zip each AR System server log set.
   • Zip the network capture file. (*.har or *.saz file)

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

Mid Tier 8.x - Mid Tier 9.1.04

See the Knowledge Article Web Report: Incident Detail report does not export cleanly to XLS format

When reporting an issue with exporting, provide the contents of the midtier/WEB-INF/platforms/plugins and midtier/WEB-INF/platform/conf folder.

Mid Tier 9.x or later

See the Knowledge Article Not all fields on the form show on the Columns tab - Available Fields when designing a new Web report in the AR System Report Console form..

Mid Tier 9.x or later

See the Knowledge Article link How to manually configure 9.x AR System ODBC drivers on 64-bit Windows OS?

For version 8.x, Remedy - Server - How to manually configure 8.x AR System ODBC drivers on 64-bit Windows OS?.

Mid Tier 7.6.04 and later

See the Knowledge Article Web Report: Exporting Web report only exports 2000 records max

Mid Tier 7.6.04 or later

See the Knowledge Article How to edit OOB ITSM Web reports with BIRT Report Designer.