Troubleshooting slow user transactions

Verify the  and  configuration. For more information, see the knowledge article Health check from Remedy Mid Tier perspective.

To determine the slow transaction, enable the following logs:

• Fiddler or Network capture by using native browser functionality.  For more information, see Creating-a-re-playable-Fiddler-capture-for-Mid-Tier and Capturing-network-details-by-using-the-browser-functionality.
  These details provide information about the HTTP request, which is experiencing delay. The capture gives a perspective from the browser to the .
• Detailed  logs using SERVLET and PERFORMANCE log categories. For more information, see Enabling-logs-for-Mid-Tier-troubleshooting.
  Detailed  logging gives a perspective of the  to  processing. You can track the HTTP request to the  log and determine if the delay is due to .
• Enable AR Server API, SQL, and Filter logs.  For more information, see Enabling-server-side-AR-System-logs.
   logs help you track the activity to the . This helps analyze if the delay is in the API call, filter, or due to the SQL statement generated by the API call.

Note: Unless you can access a specific  and a specific , you need to enable the  logging on all user facing s and AR System servers that are behind a load balancer.

To disable the logging, use steps as described in Enabling detailed Mid Tier logging and Enabling-server-side-AR-System-logs.

Remember to disable the logs from each  and , 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 the volume of activity during the logging period.

Collecting  logs

Zip up all the logs in the log location specified in  Config Tool - Log Settings page. 
For Microsoft Windows, the default location is:

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

For Linux, the default location is as follows:

/opt/bmc/ARsystem/midtier/logs

Collecting AR Server logs:

1. Run the log zipper utility on each AR Server.

2. Select Zip Logs.
3. If you are providing the Log Zipper from multiple servers, rename the zip file to include the server name as part of the file name.

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  log set.
   • Zip each  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.