REMEDY 9.x Release - CONFIGURATION CHECKLIST from the BMC R&D PERFORMANCE TEAM

Version 117
    Share:|

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    AR System


    APPLIES TO:

    All Remedy AR System 9.x Releases



    QUESTION:

     
       What are the best practice recommendations to configure the Out of the Box AR System platform for Remedy 9.x? 


    ANSWER:

     

       

    Introduction
    This document is a configuration checklist for the OOTB AR platform install configuration for Remedy 9.1 release.  Much of the configuration is the same for every Service Pack.  Where they differ, a note has been included.  The document may be updated as more testing and observation is complete.  So please check periodically for updates.  Check this link for more info on SP2 changes.
    For more information on Performance Tuning for Remedy, check this link.
    For information on Hardware Requirements, check this
    link.

      
      

    This configuration is specific to small, medium and large model defined as follows:

                                                                                                                              
    EnvironmentBMC Remedy ITSM (concurrent users)BMC Remedy Smart Reporting (concurrent users) Number of managed devices
    Small800502,000 or fewer
    Medium2,00010010,000 or fewer
    Large5,00025030,000 or fewer
      

    This checklist is for the configurations in the Midtier, RSSO, AR Server, Smart Reporting, Smart IT/MyIT server and database server. There’s also a section for the settings of the web-infrastructure (web proxy, tomcat, JVM parameters), the Midtier, and ITSM application stack.


    Web Proxy or Load-Balancer for The Remedy SSO Service
    There are 2 network segments: From the browser proxy (or from the actual client if there’s no proxy) to the F5; from the F5 to the SSO service. Since the interaction between the browser and the SSO service is brief, there is no need to activate HTTP keep-alive for either of the network segments.

    For the F5, the recommended load-balancing scheme is round-robin no session binding.

    Notes:
    1- The client HTTP protocol version for HTTP monitoring must be set to HTTP 1.1. The return HTTP code for alive is HTTP 200.
    2- For performance testing, the granularity of ping interval was 5 seconds with 3 consecutive non-HTTP 200 indicating the node is down. For deployment, you may configure this to a lower threshold as required.



    JVM Options in tomcat/bin/setenv.sh for Remedy SSO

                                                                                                                                                          
    ComponentSmallMediumLarge
    BMC Remedy SSOOne Server
    2 CPU core
    8 GB RAM
    200 GB disk space
    Two Servers
    2 CPU core
    8 GB RAM
    200 GB disk space
    Four Servers
    2 CPU core
    8 GB RAM
    200 GB disk space
    Java 1.8-XX:MaxMetaspaceSize=512m
    -Xms4096m
    -Xmx4096m
    -XX:+UseCompressedOops
    -XX:+UseConcMarkSweepGC
    -XX:+UseParNewGC
    -XX:NewRatio=2
    -XX:MaxMetaspaceSize=512m
    -Xms4096m
    -Xmx4096m
    -XX:+UseCompressedOops
    -XX:+UseConcMarkSweepGC
    -XX:+UseParNewGC
    -XX:NewRatio=2
    -XX:MaxMetaspaceSize=512m
    -Xms4096m
    -Xmx4096m
    -XX:+UseCompressedOops
    -XX:+UseConcMarkSweepGC
    -XX:+UseParNewGC
    -XX:NewRatio=2
    Tomcat/conf/server.xmlmaxThreads="1600"maxThreads="3000"maxThreads="3000"
    Tomcat/conf/logging.propertiesChange all log level from INFO to SEVEREChange all log level from INFO to SEVEREChange all log level from INFO to SEVERE
      



    Web Proxy or Load-Balancer for Midtier
    There are 2 network segments:
                  - From the client browser proxy to the F5
                  - From the F5 to the Midtier Tomcat cluster.

    1. For both network segments, HTTP keep-alive must be turned on.
    If the keep-alive feature also supports the optional values as in tomcat, the recommended values are given by the following table:

                                                                    
    Keep Alive PropertyValue
    Keep-alive count5,000
    Keep-alive timeout60 seconds
      

    2. For the F5, the recommended load-balancing scheme is round-robin with HTTP session binding cookie insert. (Note: Client HTTP session binding via the SSL session ID is to be tested.)
    3. For detection whether a node is alive, use HTTP monitoring and issue a GET on the following URL:  /arsys/shared/images/bkgd_image.gif

    Notes:
    a) The client HTTP protocol version for HTTP monitoring must be set to HTTP 1.1. The return HTTP code for alive is HTTP 200.
    b)For performance testing, the granularity of ping interval was 15 seconds with 3 consecutive non-HTTP 200 indicating the node is down. For deployment, you may configure this to a lower threshold as required.


    JVM Options in tomcat/bin/startup.sh For The Midtier Tomcat
    Important: The following settings assume that each tomcat instance in the cluster hosts only the Midtier and the RSSO agent.

    BMC AR Mid-Tier Server configuration settings
    Note
    :  For Windows, use the “Configure Tomcat’ tool and select the ‘Java’ tab to set these options:

                                                                                                                                                                                                                  
    ComponentSmallMediumLarge
    BMC Remedy AR System mid tier serversTwo servers:
    2 CPU core
    8 GB RAM
    120 GB disk space
    Two servers:
    4 CPU core
    12 GB RAM
    120 GB disk space
    Five servers:
    4 CPU core
    16 GB RAM
    120 GB disk space
    Java 1.8-XX:MaxMetaspaceSize=512m
    -Xms4096m
    -Xmx4096m
    -XX:+UseCompressedOops
    -XX:+UseConcMarkSweepGC
    -XX:+UseParNewGC
    -XX:NewRatio=2
    -XX:MaxMetaspaceSize=512m
    -Xms8192m
    -Xmx8192m
    -XX:+UseCompressedOops
    -XX:+UseConcMarkSweepGC
    -XX:+UseParNewGC
    -XX:NewRatio=2
    -XX:MaxMetaspaceSize=512m
    -Xms12288m
    -Xmx12288m
    -XX:+UseCompressedOops
    -XX:+UseConcMarkSweepGC
    -XX:+UseParNewGC
    -XX:NewRatio=2
    Tomcat/conf/server.xmlacceptCount="250"
    connectionTimeout="60000"
    maxKeepAliveRequests=”5000
    maxSpareThreads="100"
    maxThreads="1200"
    minSpareThreads="50"
    acceptCount="250"
    connectionTimeout="60000"
    maxKeepAliveRequests=”5000
    maxSpareThreads="100"
    maxThreads="2000"
    minSpareThreads="50"
    acceptCount="250"
    connectionTimeout="60000"
    maxKeepAliveRequests=”5000
    maxSpareThreads="100"
    maxThreads="2000"
    minSpareThreads="50"
    Tomcat/conf/logging.propertiescatalina.org.apache.juli.FileHandler.level = SEVERE
    localhost.org.apache.juli.FileHandler.level = SEVERE
    catalina.org.apache.juli.FileHandler.level = SEVERE
    localhost.org.apache.juli.FileHandler.level = SEVERE
    catalina.org.apache.juli.FileHandler.level = SEVERE
    localhost.org.apache.juli.FileHandler.level = SEVERE
    MIDTIER/WEB-INF/classes/config.propertiesarsystem.pooling_max_connections_per_server=150
    arsystem.log_category=INTERNAL
    arsystem.use_loadbalanceinterval=true
    arsystem.use_loadbalanceinterval_limit=15 
    arsystem.pooling_max_connections_per_server=350
    arsystem.log_category=INTERNAL
    arsystem.use_loadbalanceinterval=true
    arsystem.use_loadbalanceinterval_limit=15 
    arsystem.pooling_max_connections_per_server=350
    arsystem.log_category=INTERNAL
    arsystem.use_loadbalanceinterval=true
    arsystem.use_loadbalanceinterval_limit=15 
    Tomcat/conf/logging.propertiesChange all log level from INFO to SEVEREChange all log level from INFO to SEVEREChange all log level from INFO to SEVERE
      


    JVM Options in tomcat/bin/startup.sh For The Midtier+RSSO Tomcat
    Important:
    The following settings assume that each tomcat instance in the cluster hosts both the Midtier (with the RSSO agent) and the RSSO web app.

    All of the settings in the previous section (where tomcat hosts only the Midtier and the RSSO agent) applies. There’s only 1 change given by the following:

                                          
    Tomcat/conf/server.xmlmaxThreads="1600"maxThreads="3000"maxThreads="3000"
      



    BMC AR System Server (user facing) configuration settings

                                                                                                                                                                                                                               
    ComponentSmallMediumLarge
    BMC Remedy AR System serversTwo servers:
    2 CPU core
    12 GB RAM
    120 GB disk space
    Two servers:
    4 CPU core
    16 GB RAM
    120 GB disk space
    Three servers:
    8 CPU core
    32 GB RAM
    120 GB disk space
    Java 1.8
    (arserver.config)

    jvm.minimum.heap.size=6442450944
    jvm.maximum.heap.size=6442450944

    -XX:+DisableExplicitGC
    -XX:MaxMetaspaceSize=512m
    -XX:MetaspaceSize=384m
    -XX:+UseCompressedOops
    -XX:+UseConcMarkSweepGC
    -XX:+UseParNewGC
    -XX:NewRatio=2

    jvm.minimum.heap.size=8589934592
    jvm.maximum.heap.size=8589934592

    -XX:+DisableExplicitGC
    -XX:MaxMetaspaceSize=512m
    -XX:MetaspaceSize=384m
    -XX:+UseCompressedOops
    -XX:+UseConcMarkSweepGC
    -XX:+UseParNewGC
    -XX:NewRatio=2

    jvm.minimum.heap.size=21474836480
    jvm.maximum.heap.size=21474836480

    -XX:+DisableExplicitGC
    -XX:MaxMetaspaceSize=512m
    -XX:MetaspaceSize=384m
    -XX:+UseCompressedOops
    -XX:+UseConcMarkSweepGC
    -XX:+UseParNewGC
    -XX:NewRatio=2
    Note: For jdk/jre up to 1.7, use PermSize in place of MetaspaceSize, i.e., use -XX:MaxPermSize=512m -XX:PermSize=384m
    Fast queuePrivate-RPC-Socket:  390620   4   6Private-RPC-Socket:  390620   8  12Private-RPC-Socket:  390620   20   24
    Loop back or private  socket queuePrivate-RPC-Socket:  390626   5   5Private-RPC-Socket:  390626   5   7Private-RPC-Socket:  390626   5  9
    List queuePrivate-RPC-Socket:  390635   6  10Private-RPC-Socket:  390635   16 20Private-RPC-Socket:  390635   24  30
     CMDB-Inline-Normalization: TCMDB-Inline-Normalization: TCMDB-Inline-Normalization: T
      
       



    BMC AR System Server (Backend Integration) configuration settings

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    
    ComponentSmallMediumLarge
    BMC Remedy AR System serversTwo servers:
    4 CPU core
    12 GB RAM
    (24 GB RAM for FTS Indexer servers)
    120 GB disk space
    Two servers:
    4 CPU core
    16 GB RAM
    (32 GB RAM for FTS Indexer servers)
    120 GB disk space
    Two servers:
    8 CPU core
    32 GB RAM
    (64 GB RAM for FTS Indexer servers)
    120 GB disk space
           
           Java 1.8     
           
           (arserver.config)     

    jvm.minimum.heap.size=6442450944
    jvm.maximum.heap.size=6442450944
    (10737418240 for FTS Indexer servers)

    -XX:+DisableExplicitGC
    -XX:MaxMetaspaceSize=512m
    -XX:MetaspaceSize=384m
    -XX:+UseCompressedOops
    -XX:+UseConcMarkSweepGC
    -XX:+UseParNewGC
    -XX:NewRatio=2

    jvm.minimum.heap.size=8589934592
    jvm.maximum.heap.size=8589934592
    (15032385536 for FTS Indexer servers)

    -XX:+DisableExplicitGC
    -XX:MaxMetaspaceSize=512m
    -XX:MetaspaceSize=384m
    -XX:+UseCompressedOops
    -XX:+UseConcMarkSweepGC
    -XX:+UseParNewGC
    -XX:NewRatio=2

    jvm.minimum.heap.size=21474836480
    jvm.maximum.heap.size=21474836480
    (34359738368 for FTS Indexer servers)

    -XX:+DisableExplicitGC
    -XX:MaxMetaspaceSize=512m
    -XX:MetaspaceSize=384m
    -XX:+UseCompressedOops
    -XX:+UseConcMarkSweepGC
    -XX:+UseParNewGC
    -XX:NewRatio=2
    Note: For jdk/jre up to 1.7, use PermSize in place of MetaspaceSize, i.e., use -XX:MaxPermSize=512m -XX:PermSize=384m
    FTS Queue (FTS Indexer servers)Private-RPC-Socket: 390602   3 3Private-RPC-Socket: 390602   5 5Private-RPC-Socket: 390602   7 7
    Reconciliation QueuePrivate-RPC-Socket:  390698   2 4Private-RPC-Socket:  390698   2 4Private-RPC-Socket:  390698   2 8
    CMDB RPC Normalization QueuePrivate-RPC-Socket:  390699   2 4Private-RPC-Socket:  390699   2 4Private-RPC-Socket:  390699   2 8
    AR RPC Normalization QueuePrivate-RPC-Socket:  390681   2 2Private-RPC-Socket:  390681   2 2Private-RPC-Socket:  390681   2 2
    List queuePrivate-RPC-Socket:  390635   6 10Private-RPC-Socket:  390635   16  20*Private-RPC-Socket:  390635   24  30
    Fast queuePrivate-RPC-Socket:  390620   4 6Private-RPC-Socket:  390620   8  12*Private-RPC-Socket:  390620   20   24
    Loop back or private  socket queuePrivate-RPC-Socket:  390626   5  5Private-RPC-Socket:  390626   5  7*Private-RPC-Socket:  390626   5  9
     CMDB-Inline-Normalization: TCMDB-Inline-Normalization: TCMDB-Inline-Normalization: T
    Alert queuePrivate-RPC-Socket:  390601   1  1Private-RPC-Socket:  390601   1   1Private-RPC-Socket:  390601   1  1
    Escalation queuePrivate-RPC-Socket:  390603   3  3Private-RPC-Socket:  390603   6   6Private-RPC-Socket:  390603   9  9
    ApprovalPrivate-RPC-Socket:  390680   2  2Private-RPC-Socket:  390680   2  2Private-RPC-Socket:  390680   2  2
     Plugin-ARDBC-Threads: 4    12Plugin-ARDBC-Threads: 4    12Plugin-ARDBC-Threads: 4    12
     Plugin-AREA-Threads: 4    12Plugin-AREA-Threads: 4    12Plugin-AREA-Threads: 4    12
     Plugin-Filter-API-Threads: 4    12Plugin-Filter-API-Threads: 4    12Plugin-Filter-API-Threads: 4    12
      
      
       

    * Denotes new default value in 9.1 SP2. If this value is unset, the new default is used.


    BMC AR System Server – Common configuration settings for User facing and backend server

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              
    SmallMediumLarge
    Max-Entries-Per-Query: 2000*Max-Entries-Per-Query: 2000*Max-Entries-Per-Query: 2000*
    Next-ID-Block-Size: 100Next-ID-Block-Size: 100Next-ID-Block-Size: 100
    Server-Side-Table-Chunk-Size: 1000Server-Side-Table-Chunk-Size: 1000Server-Side-Table-Chunk-Size: 1000
    Allow-Unqual-Queries: F*Allow-Unqual-Queries: F*Allow-Unqual-Queries: F*
    Cache-Mode: 0*Cache-Mode: 0*Cache-Mode: 0*
    Submitter-Mode: 1*Submitter-Mode: 1*Submitter-Mode: 1*
    Authentication-Chaining-Mode: 1*Authentication-Chaining-Mode: 1*Authentication-Chaining-Mode: 1*
    Server-Plugin-Default-Timeout: 120*Server-Plugin-Default-Timeout: 120*Server-Plugin-Default-Timeout: 120*
    External-Authentication-Return-Data-Capabilities: 31*External-Authentication-Return-Data-Capabilities: 31*External-Authentication-Return-Data-Capabilities: 31*
    RE-RPC-Socket: 390698RE-RPC-Socket: 390698RE-RPC-Socket: 390698
    Debug-mode: 131120  Debug-mode: 131120  Debug-mode: 131120  
    Max-Log-History: 8Max-Log-History: 8Max-Log-History: 8
    Max-Log-File-Size: 134217728Max-Log-File-Size: 134217728Max-Log-File-Size: 134217728
    Plugin-Log-Level: 1000Plugin-Log-Level: 1000Plugin-Log-Level: 1000
    VersionControl-Object-Modification-Log-Mode: 10VersionControl-Object-Modification-Log-Mode: 10VersionControl-Object-Modification-Log-Mode: 10
    VersionControl-Object-Modification-Log-Save-Definition-Files: 0VersionControl-Object-Modification-Log-Save-Definition-Files: 0VersionControl-Object-Modification-Log-Save-Definition-Files: 0
      
      

    * Denotes new default value in 9.1 SP2. If this value is unset, the new default is used.


    AR Dir/pluginsvr/pluginsvr_config.xml
    There are 2 things to do:
    1-Add or alter this file to:
                  <numCoreThreads>30</numCoreThreads>
                  <numSelectorThreads>2</numSelectorThreads>

      

    2- Create arsys_api.xml in the current plug-in server directory with the following content.
                  <?xml version="1.0" encoding="UTF-8" ?>
                    <javaapi_config>
                     <maxProxiesPerServer>80</maxProxiesPerServer>
                    </javaapi_config>



    AR Dir/pluginsvr/fts/secondary/pluginsvr_config.xml
    Plugin Server Settings:

                                                                                                                              
     SmallMediumLarge
    Number of Users8002,0005,000
    Plugin Server Heap Size4 GB6 GB10 GB
    numCoreThreads**101216
      

    GC settings
    BMC recommends using these GC parameters (same as ARServer) with Plugin Server for FTS.
    .................................................
    -XX:+UseParNewGC

    -XX:+UseConcMarkSweepGC
    -XX:+DisableExplicitGC
    -XX:NewRatio=2
    -XX:+UseCompressedOops

    .................................................


    For Example using the Small Model (armonitor.cfg):
    ........................................
    "C:\Program Files\Java\jdk1.8.0_73\jre\bin\java" -Xmx4096m
    -XX:+UseParNewGC -XX:+UseConcMarkSweepGC -XX:+DisableExplicitGC -XX:NewRatio=2 -XX:+UseCompressedOops
    -Dcom.sun.management.jmxremote.port=8004 -Dcom.sun.management.jmxremote.authenticate=false -Dcom.sun.management.jmxremote.ssl=false
    -classpath "C:\Program Files\BMC Software\ARSystem\pluginsvr\fts\secondary;C:\Program Files\BMC Software\ARSystem\pluginsvr\fts\core;C:\Program Files\BMC Software\ARSystem\pluginsvr;
    C:\Program Files\BMC Software\ARSystem\pluginsvr\arpluginsvr91_build002.jar" com.bmc.arsys.pluginsvr.ARPluginServerMain -x {AR_Server_Name} -i "C:\Program Files\BMC Software\ARSystem" -m
    ........................................



    <atrium core install dir>/cmdb/plugins/shared/pluginsvr_config.xml
    There are 2 things to do:
    1- Add or alter this file to
                  <numCoreThreads>10</numCoreThreads>
                  <numSelectorThreads>2</numSelectorThreads>


    2- Create arsys_api.xml in the current plug-in server directory with the following content:
                  <?xml version="1.0" encoding="UTF-8" ?>
                  <javaapi_config>
                  <maxProxiesPerServer>80</maxProxiesPerServer>
                  </javaapi_config>



    <atrium core install dir>/cmdb/plugins/ne/pluginsvr_config.xml
    There are 2 things to do:
    1- Add or alter this file to:
                  <numCoreThreads>5</numCoreThreads>
                  <numSelectorThreads>2</numSelectorThreads>


    Note: For versions prior to 8.0, make sure the following was added if changes were done through the NE configuration GUI.
    For versions 8.0+, no need to have this content:
                  <com_bmc_ne_system_CMDBRpcQueue>390699</com_bmc_ne_system_CMDBRpcQueue>
                  <com_bmc_ne_system_ARRpcQueue>390681</com_bmc_ne_system_ARRpcQueue>

      

    2- Create arsys_api.xml in the current plug-in server directory with the following content:
                  <?xml version="1.0" encoding="UTF-8" ?>
                  <javaapi_config>
                  <maxProxiesPerServer>80</maxProxiesPerServer>
                  </javaapi_config>




    Database Server

                                                                                                                                                                                                                                                                                                                                                                                          
    ComponentSmallMediumLarge
    BMC Remedy AR Database server8 CPU core
    16 GB RAM
    200 GB disk space

    (10 GB used by RSSO)
    16 CPU core
    32 GB RAM
    200 GB disk space

    (10 GB used by RSSO)
    32 CPU core
    64 GB RAM
    200 GB disk space

    (10 GB used by RSSO)
    Oracle Database   
    memory_target (>11g)81632
    sga_target (10g)51020
    Db_cache_size3715
    Shared_pool_size235
    Pga_aggregate_target3612
    Cursor_sharingEXACTEXACTEXACT
    _b_tree_bitmap_plansFalseFalseFalse
    SQL Server Database   
    PARAMETERIZATIONSimpleSimpleSimple
    READ_COMMITTED_SNAPSHOTOnOnOn
      



    Tomcat/conf/server.xml for smart reporting

                                                                                                                                                                                                                                                                                                                                                                                                                                                                              
    ComponentSmallMediumLarge
    BMC Remedy Smart Reporting ServerOne Server
    4 CPU core
    12 GB RAM
    200 GB disk space
    Two Servers
    4 CPU core
    16 GB RAM
    200 GB disk space
    Two Servers
    8 CPU core
    32 GB RAM
    200 GB disk space
    Concurrent users supported50100250
    Java 1.8-XX:MaxMetaspaceSize=512m
    -Xms6144m
    -Xmx6144m
    -XX:+UseG1GC
    -XX:MaxMetaspaceSize=512m
    -Xms8192m
    -Xmx8192m
    -XX:+UseG1GC
    -XX:MaxMetaspaceSize=512m
    -Xms16384m
    -Xmx16384m
    -XX:+UseG1GC
    Accept Count100200500
    Max Threads60012002400
    Connection Timeout900009000090000
    Max Spare Threads100100100
    Min Spare Threads252525
    max Http Header Size819281928192
    CompressionONONON
    Compression Min Size204820482048
    Compressable Mime Typetext/html,text/xml,text/plain,text/css*,
    text/javascript*, text/json*,application/x-javascript*,
    application/javascript*,application/json*
    text/html,text/xml,text/plain,text/css*,
    text/javascript*, text/json*,application/x-javascript*,
    application/javascript*,application/json*
    text/html,text/xml,text/plain,text/css*,
    text/javascript*, text/json*,application/x-javascript*,
    application/javascript*,application/json*
    noCompressionUserAgentsgozilla, traviatagozilla, traviatagozilla, traviata
    disableUploadTimeouttruetruetrue
    enableLookupsfalsefalsefalse
      
       

    * SP4 and above only

    Connection Pool
    Log on to Remedy home page, navigate to:
    Smart Reporting home page->Administration->Admin Console->Data Sources->AR System

                                                                                                                                                              
    SmallMediumLarge
    Min Connections   50Min Connections   50Min Connections   50
    Max Connections   100Max Connections   100Max Connections   100
    Refresh Time 3 hrsRefresh Time 3 hrsRefresh Time 3 hrs
    Timeout 6400 secondsTimeout 6400 secondsTimeout 6400 seconds
       



    <Smart-Reporting-Dir>/BMCReporting/SmartReporting/appserver/webapps/ROOT/WEB-INF/
    File: web.xml
    Settings:

                                                                                                                                  
    SmallMediumLarge
    JDBCMinCount 50JDBCMinCount 50JDBCMinCount 50
    JDBCMaxCount 100JDBCMaxCount 200JDBCMaxCount 300
    JDBCTimeout  1800JDBCTimeout  1800JDBCTimeout  1800
      
      
       



    Smart-IT/My-IT

                                                                                                                                                                                                                                                                
    ComponentSmallMediumLarge
    BMC Remedy Smart IT/ My IT ServerOne Server
    4 CPU core
    12 GB RAM
    200 GB disk space
    Two Servers
    4 CPU core
    16 GB RAM
    200 GB disk space
    Three Servers
    8 CPU core
    16 GB RAM
    200 GB disk space
    Java 1.8-XX:MaxMetaspaceSize=512m
    -Xms6144m
    -Xmx6144m
    -XX:+UseCompressedOops
    -XX:+UseConcMarkSweepGC
    -XX:+UseParNewGC
    -XX:NewRatio=2
    -XX:MaxMetaspaceSize=512m
    -Xms8192m
    -Xmx8192m
    -XX:+UseCompressedOops
    -XX:+UseConcMarkSweepGC
    -XX:+UseParNewGC
    -XX:NewRatio=2
    -XX:MaxMetaspaceSize=512m
    -Xms8192m
    -Xmx8192m
    -XX:+UseCompressedOops
    -XX:+UseConcMarkSweepGC
    -XX:+UseParNewGC
    -XX:NewRatio=2
    Mongo DB (3.0 and above, recommended version 3.2)Two Servers
    2 CPU core
    12 GB RAM
    Two Servers
    4 CPU core
    12 GB RAM
    Two Servers
    4 CPU core
    16 GB RAM + 120 GB

    SSD
    ulimitulimit -n 21000ulimit -n 21000ulimit -n 21000
    atimechattr -R +A /var/mongodata/chattr -R +A /var/mongodata/chattr -R +A /var/mongodata/
    NUMAnumactl --interleave=all /opt/mongo/mongodb-linux-x86_64-2.4.8/bin/mongodnumactl --interleave=all /opt/mongo/mongodb-linux-x86_64-2.4.8/bin/mongodnumactl --interleave=all /opt/mongo/mongodb-linux-x86_64-2.4.8/bin/mongod
      
      



    General Virtual Agent File Level Configuration Checklist:

                                        
    Port checks
    Ensure ports 6225 and 6226 are open.

    Telnet Test
    Attempt a telnet session from the AR Server(s) to the MT Server(s) via ports 6225 and 6226. If the session connects, the port is open. If the telnet session will not connect, the port is probably not open.
                                                                                
    Mid Tier File Level checks (this applies to ALL MT servers in the environment)
    1- Verify the file size and dates of the ACTIVE following files located in the ...\webapps directory:
              eschat.war
              programd.war
    2- If this is a Virtual Chat installation with NO HOTFIXES, then the ACTIVE file should exactly match the file in the location shown below:
           .....\BMC Software\BMCVirtualAgent\VirtualAgentComponents\midtier
           (Linux locations will vary)
    3- If there have been HOTFIXES applied to this version, review the hotfix manifest and see if there was an eschat.war file or programd.war file included in the hotfix. If so, the ACTIVE war files should exactly match the file in the hotfix.
    Note: You can determine if there were hotfixes applied to the environment by checking the “Update History” tab of the Chat Administration Console.
    4- Check the following parameters in the eschat_config.properties file located in …/webapps/eschat/Web-Inf/classes:

    <cnslb>
    This value should contain the server name of ALL the OTHER MT servers in this environment and upon which Virtual Chat is installed, but not’s itself.
    For the following example we will assume a 3 MT server System. The eschat_config.properties file being reviewed herein resides on “this_servers_name1”.
    The other two servers in this system are:
    “this_servers_name2” and “this_servers_name3”
    Example:
         <cnslb> this_servers_name2;this_servers_name3</cnslb>
    Note: In a single server system, this parameter will be blank.

    <cns>
    This value should contain the server name of the MT server on which it resides, and use the format shown below.
    Example:
         <cns>https://this_servers-name1.bmc.com:8080/eschat/rest/cns</cns>
    Note: In a single server system, this parameter may be blank.

    <ar_tcp>
    The tcp port number for the AR server(s).

    <ar_p>
    User password. This password will be encrypted the first time the eschat_config.properties file is accessed by tomcat.

    <ar_user>
    Must be a Remedy admin account and must be an account dedicated to this tool.

    <ar_server>
    (in a multi-server environment this should be the name of the AR Server Group or AR Load Balancer VIP).
    Check ESDVFBase.jar file:
         - Compare the file size and timestamp of the ESDVFBase.jar files in the following locations (in the same server):
            …midtier/LocalPlugins/ESDVFBase/
            (This is the ACTIVE file being used by the application. Make sure it matches the version that should be there).

            If this is a Virtual Chat installation with NO HOTFIXES, then the ACTIVE file should exactly match the file in the location shown below:
            …\Program Files\BMC Software\BMCVirtualAgent\VirtualAgentComponents\ESDVFBase
            (Linux locations will vary)

            If there have been HOTFIXES applied to this version, review the hotfix manifest and see if there was an ESDVFBase.jar file included in the hotfix.          
            If so, the ACTIVE ESDVFBase.jar file should exactly match the file in the hotfix.
            Note:You can determine if there were hotfixes applied to the environment by checking the “Update History” tab of the Chat Administration
            Console.
                                                                                
          
          AR Server File Level checks       (this applies to ALL AR Servers in the environment):    
    1- Compare the file sizes and dates of the following jar files:
             SupportBotPlugin.jar
             ESChatToolsPlugin.jar
             ESChatNotificationServerPlugin.jar
             ESTranslatePlugin.jar
    The ACTIVE jar files will be located in the  following directory:
              …/BMCSoftware\BMCARSystem\pluginsvr\BMCVirtualAgentPlugin

    If this is a Virtual Chat installation with NO HOTFIXES, then the ACTIVE file should exactly match the file in the location shown below:
              …\Program Files\BMC Software\BMCVirtualAgent\VirtualAgentComponents\plugins
              (Linux locations will vary).

    If there have been HOTFIXES applied to this version, review the hotfix manifest and see if ANY of the jar files shown above were included in the hotfix.
    If so, the ACTIVE jar file should exactly match the file in the hotfix.
    Note: You can determine if there were hotfixes applied to the environment by checking the “Update History” tab of the Chat Administration Console.
    2- Check pluginsvr_config.xml file in the pluginsvr directory.
              - Check the timestamp of the file.
              - It should have been updated during the installation of Virtual Chat.
              - Specifically, check the accuracy of each of the 4 sections that refer to the 4 jar files above.
    3- Check ar.conf/ar.cfg file and ensure the accuracy of the 4 entries for the 4 relevant jar files above.
      



    General Virtual Agent Administration Console Configuration Checklist

                                                                                                                     
    In the Chat Admin Console verify the accuracy of the following configuration items:
    Chat Server Settings- Verify the server name configured in the “HTTP Resource Server” field.
    - Note the Chat Application Status.
    - Ensure the Chat Server Status -> Current Status field is set to “Production”.
    Live Chat HoursIF the Chat Application Status above included Live Agent:
    Ensure that there is at least one schedule which lists the Chat Application Status as “Available”.
    Language TranslationCheck to see if the Automatic Language Translation is set to On or OFF.
    If it is set to ON:
    - Ensure the there is a valid value entered in the “Google API Translation Key” field.

    To test this you can do the following:
    https://www.googleapis.com/language/translate/v2?key=INSERT CUSTOMER GOOGLE TRANSLATION KEY HERE&q=hello%20world&source=en&target=es
    Notification SettingsVerify the correct configuration of the “Server Base URL” field.
    Note: The format of this configuration will vary between load balanced and non load balanced systems.

    Example of non load balanced configuration:
    http://onbmc:8080/eschat/rest/cns

    Example of load balanced configuration:
    https://onbmc.com;http://MT1:8080;http://MT2:8080;http://MT3:8080/eschat/rest/cns
    Support QueuesCheck to see if the Topics and Support Queues boxes are checked.
    IF SO:
    Ensure all Topics, Support Queues and Assigned Support Agents have been properly setup and assigned.
    (These are always manually configured. The installer does not setup Topics or Queues).
      

    See 9.1SP2-V2.docx for additional information.
      

     


    Article Number:

    000114508


    Article Type:

    FAQ/Procedural



      Looking for additional information?    Search BMC Support  or  Browse Knowledge Articles