Remedy with Smart IT – Overview and description of the main REST calls related to the Smart IT Dashboard

Knowledge Article

Remedy with Smart IT – Overview and description of the main REST calls related to the Smart IT Dashboard
Remedy with Smart IT
Remedy with Smart IT
Remedy with Smart IT 18.05
Remedy with Smart IT 20.02
Remedy with Smart IT
Remedy with Smart IT
Remedy with Smart IT 18.05
Remedy with Smart IT 20.02
Remedy with Smart IT
Remedy with Smart IT
Remedy with Smart IT 18.05
Remedy with Smart IT 20.02
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 article provides an overview of the main REST calls and actions they trigger on the Smart IT Server to retrieve the data that is displayed in the Smart IT Dashboard. This information can be of help when troubleshooting functional or performance issues related to this screen of Smart IT.

The Smart IT Dashboard has two main sections:
 
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  • Updates feed – displaying events that occur in Smart IT for the tickets and resources that you follow
  • Service Delivery statistics – displaying the statistics for the services delivered to a particular company. Depending on the user’s application permissions, statistics for Incident, Work Order, Service Request and Change Requests are displayed.

Updates feed

REST call that retrieves the data for the Updates feed:
 
GET .../smartit/rest/v2/following/stream?followCount=true&limit=20
 
Overview of the main activities this REST call will trigger on Smart IT Server to create the response:
  1. ARGetListEntryWithFields (GLEWF) AR System API (ARAPI) call against the ‘SMT:Social_FollowConfig’ form to retrieve IDs of the requests/resources the currently logged in user follows. Note: Knowledge Article 000243568 provides important details on the maximum number of entries Smart IT Server retrieves from this form for a user (depending on Smart IT version and configuration), as well as information on steps to clean-up this form, to increase system performance.
  2. ARGetListEntryWithFields ARAPI call against the ‘SMT:Social_WorklogView’ form to retrieve the TOP 21 work log entries (ordering used: WorkLogDate - descending, Request ID - ascending) where the ‘EntityId’ matches any of the IDs retrieved at step 1. Note: depending on the number of requests followed by the logged in user, this API call can have a large IN-clause - review Knowledge Articles 000246671 and 000366961 in case long running queries are seen on DB side for this form.
  3. ARGetListEntryWithFields ARAPI call against the ‘SMT:Social_Events’ form to retrieve the TOP 21 work log entries (ordering used: WorkLogDate - descending, Request ID - ascending) where the ‘EntityId’ matches any of the IDs retrieved at step 1. Similarly as mentioned for step 2, performance issues could be seen where users follow a very large number of tickets.
  4. Multiple ARGetListEntryWithFields calls to retrieve additional data of the Request/ Resources that the Work Log/Social Event entries found in steps 2 and 3 relates to (e.g. retrieving the Title of the associated request to display this together with the work log in the Updates feed). These queries are issued against forms like ‘SMT:UnionSmartIT_TicketConsole’, ‘RKM:KnowledgeArticleManager’, ‘CTM:People’ and 'TMS:Task'.
  5. ARGetListEntryWithFields ARAPI call against the ‘CFG:Broadcast’ form to retrieve the TOP 21 active Broadcasts that would be relevant to the logged in user.
  6. ARGetListEntryWithFields ARAPI call against he ‘SMT:Social_PinConfig’ form to find details on any Service Level Agreement (SLA) Events or Broadcasts the logged in user has previously ‘unpinned’ from their Updates feed.
  7. Once all data is retrieved from AR Server, Smart IT Server processes this to get to a list of 20 items to be returned for display in the Updates feed of the Universal Client (i.e. Pinned SLAs first, then pinned Broadcasts, outages, flagged Knowledge Articles, then all others, sorted on ‘WorkLogDate’).

Note: The ‘feedRefreshInterval’ Centralized Configuration parameter can be used to configure the Refresh interval of the Updates feed (recommended value: 600, which results in a refresh every 10 minutes)


Service Delivery Statistics

Step 1: Retrieval of user’s display preferences for the Service Delivery statistics section

First, the Universal Client retrieves the user’s display preferences for this section of the Dashboard – e.g. which Company/Perspective and what date range for the Backlog charts is pre-selected when opening the Dashboard:
 
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REST call that retrieves this preference data for the Service Delivery statistics:
 
GET .../smartit/rest/v2/preference/details/search?clientType=UC&preferenceGroup=Dashboard&user=<loginId>

This REST call will trigger Smart IT Server to retrieve the preferences for the logged in user from the Smart IT Database, using a complex query against the following database tables in the ‘SmartIT_Business’-schema:
 
USER_DETAILS
PREFERENCE
PREFERENCE_DETAILS

Example of the resulting query on a system with SQL Server:
 
SELECT t2.PK, t2.TENANT_ID, t2.CREATE_DATE, t2.DEFAULTPRESET, t2.ID, t2.MODIFIED_DATE, t2.NAME, t2.SYSTEMGENERATED, t2.VALUE, t2.VALUE_JSON, t2.PREFERENCE_ID
FROM SmartIT_Business.USER_DETAILS t0, SmartIT_Business.PREFERENCE_DETAILS t2, SmartIT_Business.PREFERENCE t1
WHERE (((((t0.USER_ID = '<loginId>') AND (t1.CLIENT_TYPE = 0)) AND (t1.PREFERENCE_GROUP = 'Dashboard')) AND (t2.TENANT_ID = '000000000000001')) AND (((t1.PK = t2.PREFERENCE_ID) AND (t1.TENANT_ID = '000000000000001')) AND ((t0.PK = t1.USER_PK) AND (t0.TENANT_ID = '000000000000001'))))

Only once this REST call has completed will the REST calls that retrieve the actual statistics be send to Smart IT Server by the Universal Client.

Note: In case performance issues are seen for the DB query for this REST call, defect SW00565474 has been logged for this, and indexes on the involved Smart IT database tables will be included out of the box starting with Smart IT 20.08.


Step 2: REST calls that retrieve the request statistics based on the user’s preferences

Data for the Incident, Work Order and Service Request statistics sections are retrieved via REST calls of this type (the payload of the request will determine for which application the statistics are retrieved):
 
POST ../smartit/rest/foundation/stats/get

So, for a user that has access to all these applications, three REST calls would be seen when accessing the Dashboard for the first time.

Data for the Change Request statistics section is retrieved via this type of REST call:

POST ../smartit/rest/v2/foundation/mtcstats/get

When Smart IT processes these REST calls, data for the ‘30/180 day Backlog’ graphs that can be seen in the Incident, Service Request and Work Order sections is retrieved by ARGetEntryStatistics (STAT) ARAPI calls on the ‘KPI:DataCollection’ form (two ARGetEntryStatistics ARAPI calls for the Incident section, one ARGetEntryStatistics ARAPI call each for Work Order and Service Request). Example of this graph for Incident:
 
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The data for all other statistics on the Dashboard are retrieved via multiple ARGetEntryStatistics ARAPI calls (5-7 calls per application) against the main request form of each application, i.e.:
HPD:Help Desk
WOI:WorkOrder
SRM:Request
CHG:Infrastructure Change

For example, to calculate the Incident related statistics highlighted below, seven ARGetEntryStatistics ARAPI calls are issued against the HPD:Help Desk form to retrieve the required data from AR Server:
 
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