Remedy Smart Reporting Troubleshooting Performance Issues

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    Remedy AR System Server


    Smart Reporting Remedy


    Smart Reporting - All versions


    - Navigation is slow in Smart Reporting Console
    - No data while fetching/refreshing the reports.

    Reproducing the Issue:
    - Cross Launch to Smart Reporting from MidTier/Smart IT takes longer time than expected.
    - Smart Reporting navigation is slow.
    - No data while fetching/refreshing the reports.


    Smart Reporting DB is full due to cache


    Verify which of the following behaviors apply to the issue:

    1) Slowness with the navigation.

      A. If Cross-launch from MidTier/Smart IT is taking longer than expected, then go through the following steps: 
      A.1 The default entry home page might be set to ‘Dashboards’. To fix this, change the default home page to either ‘Timeline’ or ‘Browse’.  
      A.2 For a user who has never accessed Smart Reporting, set the entry page as ‘Browse’.  
      A.3 For a user who has accessed Smart Reporting without making any changes, set the entry page as ‘Browse’.  
      A.4 For a user who has accessed Smart Reporting and changed the entry page, set the entry page as set in the display settings by user.  
      A.5 If the user changes the personal display preferences, then the global settings do not apply to the user. To update the default entry page for all the users, use the below query in the Smart Reporting database: 
    UPDATE Configuration SET ConfigData ='Browse'  WHERE ConfigCode = 'DEFAULTENTRYPAGE' AND IpOrg = 1
       Note: IPOrg ='1' is for the default organization, change the IpOrg value while updating this for client organizations. Each client organization will have unique IpOrg value.  
    Restart the Smart Reporting service and Default entry page = ‘Browse’ will be applied globally to all the users.   
    Refer to next video:   
      B. If navigation is slow in the Smart Reporting console, then check the steps below: 
      B.1 Tomcat.   
    Apply the Tomcat tuning following knowledge article 000125200: 
      - Steps for Windows environment: 
    - Steps for non-Windows environment:
      B.2 Smart Reporting tables.   
    Check the size of "   Event", "   EventArchive" and "   DocumentData" tables in the Smart Reporting repository database. 
       -     Event: This table stores all Smart Reporting usage data, such as ; User logins, Running reports, Imports/exports. This data is all used for auditing only.   
    -     EventArchive: This table stores all of the archived event data, so the data here is simply data that was moved from the 'Event' table after a specified period.  
       There is a possibility that "Event" and "EventArchive" tables count might go to some millions of rows. In this case, truncate both tables:  
    Truncate table Event; Truncate table EventArchive;
       Apply the below tuning to keep the number of records in the "Event" and "EventArchive" tables under control, this is good practice because these tables can get quite big as they record many different types of Smart Reporting events.   
    The way to create these 2 jobs and configure the number of days is by running the following 2 queries, keeping in mind that the last value of each INSERT query represents the number of days.   
    Archive tasks from the "Event" table, the job runs every day, searches for events older than xnumber of days ( eg. 30 days):  
    INSERT INTO Configuration VALUES (1, ‘SYSTEM’, ‘EVENTMAXDAYS’, 30)
       Delete records from the EVENTARCHIVE table older than x number of days ( eg. 60 days):  
       Note: Again, value 1 is for default org, change the value to Ip org of the tenant. 
    -     DocumentData: This table stores a lot of report related data. Not meta-data, actual data such as: cached report result sets.  
        There are a set of delete queries to shrink this table, do not truncate this table directly, refer to attached document      "DB Clean up queries.txt"   
    Once the "DocumentData" is cleared, set the report folders option “Keep the latest result set”    
        User-added image   
    This has to be done for all the folders manually or with the below SQL it can applied for all folders:   
    UPDATE ContentManagement SET VersionHistoryRequiredFlag=false;
        This setting will make sure the report cache does not grow again.    
    Refer to next video:    
      B.3 Adjust Event Cache.
      If performance is not observed after applying above steps, it will be necessary to adjust Event Cache settings.  
    Refer to attached document    "Adjusting Event Cache.docx" 
      Note: There is no need to apply this step if performance is observed after applying all previous recommendations.

    2) While fetching/refreshing the reports.
    If the slowness is observed while refreshing the reports, disable the RLS implementation and increase the API timeout following the attached documents and the below video:  
      - Disable-New-RLS-Implementation.pdf  (attached).  
    - Increase AR API Timeout: 
      - For Windows follow attached document    "Steps to increase AR API timeout.docx".  
    - For non-Windows refer to knowledge article    000171034.  

    With the above configuration, Smart Reporting performance should definitely improve. 


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