Verify the  and  configuration. See Health check from Remedy AR System Mid Tier perspective.

To analyze the JVM supporting the :

a)  Take thread dumps during the time of slowness or unresponsiveness. The following options are available:

• Use jVisualVM to gather thread dumps/heap dumps. See How to enable the Java JVisualVM process to collect logging.

• For  version 9.1.02 or later, use the Thread Dump feature found on the Log Settings page of the  Config Tool. This feature will create 5 separate thread dumps at a set interval. The  thread dumps will be stored in the midtier/logs directory on the specific .

• For earlier  versions, see How to collect thread dumps in midtier without using JMX, jvisualvm or other third party tools.

b)  Enable detailed  logs by using the log categories: SERVLET, PERFORMANCE. See Enabling detailed Mid Tier logging.

• Detailed  logging gives you the connection of the  to  processing. The HTTP request can be tracked to the  log to determine if the delay is in the  layer.

c)  Web server logs. See Gathering webserver logs.

Use similar steps as per the topic Enabling detailed Mid Tier logging to disable the logging enabled in the earlier step.

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

Copy the logs to another location where you can review them so that they do not get overwritten. Remember the logs may be large depending on the volume of activity during the logging period.

 logs and  thread dumps:  Zip up the generated thread dumps and all the logs in the location specified on the  Config Tool - Log Settings. The default location is C:\Program files\BMC Software\ARsystem\midtier\logs for a Windows based  or /opt/bmc/ARsystem/midtier/logs for a Linux based .  

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 executed the action.
   • A description of the slow transaction.
   • The steps needed to trigger the action beginning at the login process. These steps need to be detailed on a step by step basis, documenting any data loaded or selected along the way.
   • Any error messages received.
2. Gather the logs, thread dumps and config files from Step 6 into a zip file.

3. Attach the zip file to your case (up to 2 GB) or FTP the files to BMC. See Steps to send logs, files, screenshots, etc to BMC Support for a Remedy Product related case.