Remedy Smart Reporting - Hangs And Query Goes In Loop When Refreshing or Creating a Simple Report

Knowledge Article

Article Number

000197135

Old Article Number

000188801

Article Type

Solutions to a Product Problem

Title

Remedy Smart Reporting - Hangs And Query Goes In Loop When Refreshing or Creating a Simple Report

Summary

Remedy Smart Reporting hangs and query goes in loop when refreshing or creating a simple report

Product

Remedy AR System Server

Component

Smart Reporting Remedy

Applies to

Smart Reporting 1908 & 20.02

Problem

Smart Reporting application becomes unresponsive when a simple report is created or during refresh.

Steps to Reproduce:

1. Set Max Entries Returned by GetList in AR to any number lower than the number of rows
2. Create a new report using the Incident Management view
3. Add the column "Incident Number Hyperlink".
4. Add the column "Summary" from the "Work Details" folder
5. The results are never retrieved in the report

Additional behaviors:

- Reports keep spinning but never fails with a timeout however still able to use the system if closing the report, this behaviour impact read only database architecture.

- Edit view window is very slow and stuck some times.

Cause

AR JDBC Defect SW00565758

Solution

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

This behavior is AR JDBC defect SW00565758 with the chunking size. The api/sql logs show the +GLVFMSE calls are getting called recursively for the last processed chunk. Issue occurs for both Normal and Sub-query queries.

SELECT * FROM (SELECT AR_SQL_Alias$1.*, rownum as AR_RowNumber_Alias$1 FROM (SELECT DISTINCT J0.C536870913 select$1 FROM T4369 J0) AR_SQL_Alias$1) WHERE ((AR_RowNumber_Alias$1 > 7646) AND (AR_RowNumber_Alias$1 < 7763) AND (rownum < 117))
*/ SELECT * FROM (SELECT AR_SQL_Alias$1.*, rownum as AR_RowNumber_Alias$1 FROM (SELECT DISTINCT J0.C536870913 select$1 FROM T4369 J0) AR_SQL_Alias$1) WHERE ((AR_RowNumber_Alias$1 > 7646) AND (AR_RowNumber_Alias$1 < 7763) AND (rownum < 117))
*/ SELECT * FROM (SELECT AR_SQL_Alias$1.*, rownum as AR_RowNumber_Alias$1 FROM (SELECT DISTINCT J0.C536870913 select$1 FROM T4369 J0) AR_SQL_Alias$1) WHERE ((AR_RowNumber_Alias$1 > 7646) AND (AR_RowNumber_Alias$1 < 7763) AND (rownum < 117))
*/ SELECT * FROM (SELECT AR_SQL_Alias$1.*, rownum as AR_RowNumber_Alias$1 FROM (SELECT DISTINCT J0.C536870913 select$1 FROM T4369 J0) AR_SQL_Alias$1) WHERE ((AR_RowNumber_Alias$1 > 7646) AND (AR_RowNumber_Alias$1 < 7763) AND (rownum < 117))
*/ SELECT * FROM (SELECT AR_SQL_Alias$1.*, rownum as AR_RowNumber_Alias$1 FROM (SELECT DISTINCT J0.C536870913 select$1 FROM T4369 J0) AR_SQL_Alias$1) WHERE ((AR_RowNumber_Alias$1 > 7646) AND (AR_RowNumber_Alias$1 < 7763) AND (rownum < 117))

Hotfix is available for this defect and it goes on the Smart Reporting side. Please contact BMC Support for the hotfix.

Attachment(s):