Submitting Support Tickets: Required Artifact to View Performance Issues
This article focuses on what artifacts are required to be provided to support team in order to troubleshoot below reporting issues:
- Observing Performance Issues
- Observing Slowness on User Interface
- Observing Low PPM Processing
If you are observing any of the reported issues listed above, then you can report the issue by creating a new ticket at tickets@ephesoft.com. To speed up the process, please provide the information below prior to opening a ticket.
Environment Related information
- Ephesoft version you are currently on
- Environment architecture as below:
- Is this a single server or a cluster environment?
- Does database exist on same server or different server?
- Does shared folder exist on same server or different server?
- Each server specifications in terms of Memory, No. of Cores & O.S.
- Do you have any other application running on the same server?
- Send the screenshots of below when you are observing slowness from Task Manager Details & Performance Tab:
- CPU & Memory Usage in Performance Tab of Task Manager
- Details tab of processes sorted by memory highest
- Details tab of processes sorted by CPU highest
- How much memory is allocated to Tomcat?
- Navigate to Ephesoft/JavaAppServer/Bin
- Open EphesoftEnterprise.exe
- Go to Java Tab and send us what value is assigned to Initial Memory Pool & Maximum Memory Pool.
- How many operators / users are logged in to the UI?
- Verify if you are have enough Hard Disk space available.
- Any Ephesoft provided hot-fixes applied?
Batch Instance Related Information:
- How many batch instances are you processing in a day?
- What is average number of pages per batch instance?
- Check size and dimension of the TIFF files for the batches where you see performance issues?
License Related Information:
- Do you have High Performance License available?
Database Related Information:
- Get a count of records present in ephesoft database for below tables:
select count (1) from ACT_HI_ACTINST;
select count (1) from ACT_HI_PROCINST;
select count (1) from ACT_HI_VARINST ;
select count (1) from batch_instance; also check BI’s in FINISHED & DELETED STATE - Send a screenshot of the following:
- server_registry table.
- last_execution table.
- service_status table.
- What is the size of the Ephesoft and report database?
- Send a screenshot of below query:
select BUSINESS_KEY_, START_TIME_,END_TIME_,DURATION_ from ephesoft.act_hi_procinst order by DURATION_ DESC
- Send screenshot of act_ru_job table in Ephesoft database.
Logs:
- Enable INFO Level Logging & Gather INFO level dcma-all.log, dcma-report.log (Ephesoft -> Application -> Logs) & stdout.log(Ephesoft -> JavaAppServer -> Logs).
Artifacts Required to Replicate the issue at our end:
Properties file:
- Please ZIP complete WEB-INF folder from server /servers and provide all the properties files.
- Key files required are
- workflow.properties
- application.properties
- folder-monitor.properties
- import-folder.properties
- mail-import.properties
- dcma-reporting.properties
Batch Class:
- If you are seeing issue with specific batch class then please provide an exported Batch Class ZIP file from User Interface to us.
Sample Files:
- If you are seeing performance issues with specific batch instances then provide us the actual PDF in the DROP folder and its associated folder created in ephesoft-system folder.
Once we have above information we can start analyzing the issue and come back to the customer with our analysis, suggestions, and workarounds.