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. Background: The 'SMT:Social_FollowConfig' form was introduced in version 18.05 and is there to track which request ('Ticket ID' field) is followed by which user ('followerId' field). In previous versions of Smart IT, this information was stored in Mongo DB. When loading/refreshing the Dashboard in Smart IT 18.0x (and later versions), the Smart IT server will retrieve the entries from the 'SMT:Social_FollowConfig' form for the logged-in user to be able to populate the Updates feed in the Smart IT Dashboard with the latest Activities/SLA Alerts of the tickets the user follows. The maximum number of entries that the Smart IT server will retrieve from the 'SMT:Social_FollowConfig' form for consideration, depends on the Smart IT version:
Why clean-up the data in the 'SMT:Social_FollowConfig' form An excessive number of records in this form for specific users can result in long running (CPU intensive) queries against the 'SMT:Social_WorklogView' and 'SMT:Social_Events' form when those users access the Dashboard (as Smart IT Server attempts to retrieve the most recent Work Logs/Events across all the Requests/Resources these users are following). An excessive amount of data in this form can also result in a long execution time of escalation "SMT:FCF:SetLastWorklogUpdate" (note: this escalation was introduced in version 19.02, to populate the 'lastUpdateWorklogTS' field that was added to this form in that version). The escalation "SMT:FCF:SetLastWorklogUpdate" runs every 5 minutes and may cause performance spike. In-case of any performance issue, please disable the escalation. Note: This escalation is responsible for updating the value of ‘'lastUpdateWorklogTS' field on the SMT:Social_FollowConfig form. This field is only responsible for the ordering of the records on the Smart-IT dashboard and do not play any role in the archiving of the records. Additional Information : If after upgrade, the sequence of the records on the dashboard is not correct, Please follow the below steps update the 'lastUpdateWorklogTS' field. To run these tasks, follow the below steps: - Open MSM:MigrationTasks form and search with 'Schema Name' = "SMT:Social_FollowConfig" and 'Task Tag Group' = "SET_WORKLOG_DATE". - Modify the 'Migration Status' Value to "Executing" and save it. NOTE :This step is optional and may be required with initial days from upgrade. For new newly created entries after upgrade, the 'lastUpdateWorklogTS' will be updated appropriately. Starting from Smart IT version 19.11, an enhancement has been introduced to automatically unfollow tickets, 30 days after they have been closed (by deleting entries from the 'SMT:Social_FollowConfig' form using AR archiving). Recommended steps to clean-up data in 'SMT:Social_FollowConfig' form Included in the attachment of this article are SQL queries that can be used to reduce/clean-up the data in the 'SMT:Social_FollowConfig' form. Before implementing these steps on a Production system, the recommendation is always to test this on a lower environment first, to take back-ups of the data in the form (either by exporting to .arx, or taking back-ups of the form's AR tables) and to perform the activity outside main working hours. Note: The name of the main table that stores the data for an AR System Regular form would be T<schemaId>. To find the schemaId of the 'SMT:Social_FollowConfig' form to determine its T-table, the following query can be used: SELECT name, schemaId FROM arschema WHERE name='SMT:Social_FollowConfig'
The queries provided with this article will delete data directly from the T-table related to the 'SMT:Social_FollowConfig' form (using the view that exists for this form). As Status History is enabled on this form, data should also be cleaned up from the corresponding H<schemaId> table (the table that stores the Status History data for a form). The suggested steps to accomplish this are to first perform the clean-up of the data using the attached queries, and to then sync the data in the H-table by deleting any entries in that H-Table where the 'entryId' does not match any entry in the C1 column of the T-table. The queries in the attached document provide the following:
o Closed Change Requests
o Closed or bypassed Tasks o Closed or cancelled Problem Investigations o Closed or cancelled Known Errors o Closed version or cancelled Knowledge Articles o Closed or cancelled Releases o Closed or cancelled Activities o Closed or cancelled Incidents o Closed or cancelled Work Orders o Closed or cancelled Service Requests Finally, other parameters that can be reviewed to help increase performance in Smart IT for Dashboard and Ticket Console (details on these parameters can be found in our product documentation):
|