BMC Helix- AR System Mid Tier -SaaS/ONPREM - How to Flush the Remedy AR System Mid Tier cache

Knowledge Article

Article Number

000362029

Old Article Number

000150378

Article Type

Solutions to a Product Problem

Title

BMC Helix- AR System Mid Tier -SaaS/ONPREM - How to Flush the Remedy AR System Mid Tier cache - INCLUDES VIDEO

Summary

How to flush the Mid-Tier cache - standard flush, hard cache flush and single form flush

Product

Remedy AR System Server

Component

AR System Mid Tier

Applies to

AR System Mid-Tier 8.x/9.x and above.

Problem

How to Flush/Sync Mid-Tier Cache ?

Cause

Problems on the server where something worked but no longer does. Customization or changes in Developer studio.

Solution

SaaS customers: Access to the midtier config tool URL is restricted in all environments per the stated policy:
https://docs.bmc.com/docs/helixsubscriber/bmc-helix-itsm-administrator-permissions-policy-815419169.html?src=search

For Saas Customers: Submit a Lifecycle request from support portal to perform flush cache.
https://docs.bmc.com/docs/helixsubscriber/lifecycle-requests-815419062.html

Flushing midtier cache via the Centralized Configuration.

1. Login to midtier client as an administrator
2. Go to the Applications - AR System Administration - AR System Administration Console
3. Expand General -- System.
4. Click on the Centralized Configuration
5. Select the component: com.bmc.arsys.midtier-midtier-DockerMTClusterUser
6. Locate the parameter: arsystem.flush_mid_cache and set it to true.
7. Apply the change.
This will trigger a midtier cache flush on each of your user-facing Mid Tiers. The parameter arsystem.flush_mid_cache will be set to false automatically once the cache flush is executed.

To trigger Sync Cache from the Centralized Configuration.

1. Look for following in the Centralized Configuration:

Component type: arsystem.bmc.arsys.midtier

Component name: arsystem.bmc.arsys.midtier-DockerMTClusterUser

2. Locate the parameter: arsystem.arservers.onbmc-s.perform_sync

The parameter value is an epoch value in milliseconds. If increment the value by at least 1, the action will sync all caches of the specified cluster within next 30 seconds.

On-prem customers: Using the Midtier Config Tool
Steps to perform Soft Cache Flush

1. Login to the Mid-Tier configuration page http://localhost/arsys/shared/config/config.jsp.
2. Select the Cache setting link on the left.
3. Click the Flush cache button.

Note*
- Clear the browser cache/cookies/etc completely.
- Click on the following link for more details on the process:
https://docs.bmc.com/docs/ars91/en/about-mid-tier-caching-609073507.html

On-prem customers on non-container versions:
Steps to perform Hard Cache Flush:
Warning:
Do not delete any folder just the content of them. Sometimes tomcat does not recreate the folders an will not start.

1. Stop Tomcat (JSP Engine) Service.
2. Clear out the contents of the following folders found inside "....\...\Apache Software Foundation\Tomcat X.X\" directory:

<Tomcat>/work/*.*
<Tomcat>/temp/*.*
<Tomcat>/logs/*.*

3. Clear out the contents of the following folders found inside the Mid-Tier installation folder:

<Midtier>/cache/*.*
<Midtier>/cachetemp/*.*
<Midtier>/PluginsCache/*.*
<Midtier>/attstore/*.*
<Midtier>/logs/*.*

4. Delete 'viewStats*.dat' and 'viewStats*.dat.bak' if present.

Note:
In 8.x version 'viewStats*.dat' and 'viewStats*.dat.bak' will be under <Mid-Tier folder>\WEB-INF\classes.
In 9.x version 'viewStats*.dat' and 'viewStats*.dat.bak' will be under <Mid-Tier folder>\WEB-INF\classes\viewServerStats.

5. Start the Tomcat (Jsp Engine) Service.

Note*
- Clear the browser cache/cookies/etc completely:
Browser caching functions and handling are specific of each browser brand, any options to preserve/delete or modifying cache at browser level must be check with the browser manufacturer.
The above steps need to be done on all Mid Tier servers in the server group.

On-prem customers using the Midtier Config Tool:
Steps to perform Single Form Cache Flush ( Applicable to version 9.x and above )

1. Login to Mid Tier config tool and then change the path to be this:
http://webserver:port/arsys/shared/config/config_cache_cleanup.jsp
2. Choose Server Name from Drop down.
3. Enter exact form name ( not form alias) as it appears in Developer Studio.
4. Click on button, Flush cache.

Video:

Attachment(s):