Troubleshooting AR System configuration issues
Symptoms
- Slow response from the Remedy AR System Server
- Errors in configuring the Remedy AR System Server for additional configurations
Scope
- Users from the ITSM Suite experience the problem.
- One or more users experience the problem.
Resolution
Task | Action | Description |
1 | Review the configuration checklist | Review the "REMEDY 9.x/18xx/19xx Release - CONFIGURATION CHECKLIST from the BMC R&D PERFORMANCE TEAM" document. 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, RSSO, AR Server, Smart Reporting and database server. The checklist also describes configurations for the web infrastructure (web proxy, tomcat, JVM parameters) for the Mid Tier and 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 | Review the Performance tuning for Remedy topic in the Remedy Deployment documentation. Use the information to tune your environment if you notice performance issues in the AR System server. |
3 | Review the hardware requirement documentation | Review the Hardware requirements topic in the Remedy Deployment documentation. Ensure that you have adequate hardware and you have configured the hardware for your implementation. |
4 | Optional: Review the solution architecture documentation | Review the Remedy On-Premises solution architecture topic in the Remedy 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 the "REMEDY 9.x/18xx Release - CONFIGURATION CHECKLIST from the BMC R&D PERFORMANCE TEAM for DWP" document. 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 the "Remedy - Full-Text-Search (FTS) Best Practice Configuration for 9.1.x" document. |
7 | Review the server group ranking documentation | To validate your server group ranking, review the "Remedy - Server/ITSM - How to Rank Operations in a Server Group" document. Performance can be affected by the location of operations in a server group. |