Remedy - Approval - v9.1.x - Approvals and Status Change are delayed despite the Approval to be configured correctly

Knowledge Article

Article Number

000325596

Old Article Number

000121139

Article Type

Solutions to a Product Problem

Title

Remedy - Approval - v9.1.x - Approvals and Status Change are delayed despite the Approval to be configured correctly

Summary

Approval Status Change Delays

Product

Remedy AR System Server

Component

AR System

Applies to

BMC Remedy AR System 9.1.03 (and earlier releases, this does not apply to 9.1.04 and beyond)

Problem

Once the Change Request is submitted, it takes a long time for the Status to automatically change to Request for Change and also for the Pending Approvals to appear in the Approval area under the work detail tab.

The delay is also present for Approvals to appear when the change goes to Scheduled for Approval. Once it is approved the change, the resultant status change too takes time.

The Approval configuration appears to be correct:

Enough threads configured in the Approval RPC queue and not being maxed out.
Approval polling interval set to 30 seconds.
Enough memory allocated to the Java process running the Java Plugin server.

Cause

The problem is with the Dispatcher which was getting records after 2 mins of interval instead the 30 seconds configured due the fact the C plugin used to signal the Dispatcher was not present in the ar.cfg file.

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.

1- Check the Dispatcher log to verify for example if the signal is being sent within the interval configured for the Approval. For this scenario the Dispatcher was getting records after 2 minutes of interval.

Example:
....................................
04:33:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:33:30 22 Sep 2016 Dispatch Processed 15 pending command(s).
04:33:30 22 Sep 2016 Dispatch Encountered 4.000000 commands in category Approval.
04:33:30 22 Sep 2016 Dispatch Waking server Remedy Approval Server.
04:33:30 22 Sep 2016 Dispatch Encountered 0 commands in category Approval-CHK-CONFIG.
04:35:30 22 Sep 2016 Dispatch Checking connection to AR system.
04:35:30 22 Sep 2016 Dispatch Connection to AR system is working.
04:35:30 22 Sep 2016 Dispatch Processing 17 pending command(s).
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:35:30 22 Sep 2016 Dispatch Processed 17 pending command(s).
04:35:30 22 Sep 2016 Dispatch Encountered 2.000000 commands in category Approval.
04:35:30 22 Sep 2016 Dispatch Waking server Remedy Approval Server.
04:35:30 22 Sep 2016 Dispatch Encountered 0 commands in category Approval-CHK-CONFIG.
04:37:30 22 Sep 2016 Dispatch Checking connection to AR system.
04:37:30 22 Sep 2016 Dispatch Connection to AR system is working.
04:37:30 22 Sep 2016 Dispatch Processing 11 pending command(s).
04:37:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:37:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:37:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:37:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:37:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:37:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
04:37:30 22 Sep 2016 Dispatch Processing pending command Register-Category.
....................................
The data above tells that the signaling to the Dispatcher is not working as expected.

2- Check and verify in the ar.cfg file the plugin to signal the Dispatcher is present:
Plugin: arnativesignal91_build001.dll

Note: make sure also the same .dll file exists in the AR System installation directory (....\BMC Software\ARSystem)

3- After having added the above entry in the ar.cfg file, restart the AR System service when possible.

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