Troubleshooting BMC Service Desk Automation run book

 This topic lists the common issues you might encounter while using the BMC Service Desk Automation run book.

Troubleshooting installation for BMC Service Desk Automation run book 

Issue: When you install the BMC Service Desk Automation run book, BMC Atrium Orchestrator installs certain BMC Remedy ITSM artifacts, such as change and task templates, default approval process configurations, operational categorization relationships, template group association forms, active links, and filters.

Error code 1025 occurs when the BMC Atrium Orchestrator Content installation program attempts to install artifacts that already exist in BMC Remedy Action Request System. 

Error message: 

Resolution: Delete all artifacts from BMC Remedy ITSM environment, which were installed by the content installer and retry installing the run book. 

To delete application templates in BMC Remedy ITSM:

1. Open the Application Administration Console. 
2. From the Application Administration Console, select Applications > Administrator Console > Application Administration Console.
3. Search for the template that you want to delete, and in the list of templates, select the template you want to delete.
4. Change its Status field value to Delete and click Save. 
   Setting the template status to Delete makes it unavailable to the application. To permanently delete a template, you need to delete its record.
5. Use this procedure to delete change, task, incident, and work order templates installed in BMC Remedy ITSM by the BMC Atrium Orchestrator content installer. 

For more information about deleting templates, see Modifying and deleting templates in BMC Remedy ITSM documentation.

To delete operational categories:

1. Open the BMC Remedy AR System Mid Tier Object List.
   For more information, see .Using the AR System Object List in the BMC Remedy AR System online documentation. 

2. Search for Operation Catalog setup and open the form.

3. For categorization tier 1, search for BMC Service Desk Automation.

4. From the Operational Category section, delete the two entries.

To delete filters:

1. Select Start > Programs > BMC Software > AR System > BMC Remedy Developer Studio.
2. Expand the All Objects tree, and then open Filters.
3. Search for all filters with the keyword Ao:SDA, and delete all filters that match the keyword.

To delete the template group association:

1. Open the BMC Remedy AR System Mid Tier Object List.
2.  Search for TMS:AssociationTemplate and open the form.
3. From the list of associations delete the one, which has a child name as AO:SDA:Generic Task Template.

For more information about the list of artifacts to be deleted, see Artifacts reference for BMC Service Desk Automation run book.

Troubleshooting BMC Remedy ITSM issues

Issue: After installing the BMC Service Desk Automation run book, in the incident template or task template, the user who installed the run book appears as the Assignee in the Assignment tab. 
When a service request that uses the incident or the task template is triggered, the incident/task is not created and the use case fulfillment fails.

Resolution: After installation, remove the username from the Assignee field and make it blank.

To remove the assignee from the incident template, perform the following steps:

1. Log on to the BMC Remedy ITSM system via Midtier.
2. From the IT Home page, click Administration > Application Administrator Console.
3. Click the Custom Configuration tab.
4. In Application Settings, select Incident Management > Template > Template and click Open.
5. Search for the AO:SDA:Generic Incident Template and click View to open the template.
6. Click the Assignment tab and remove the user name from the Assignee field.
7. Click Save.

To remove the assignee from the task template, perform the following steps:

1. Log on to the BMC Remedy ITSM system via Midtier.
2. From the IT Home page, click Administration > Application Administrator Console.
3. Click the Custom Configuration tab.
4. In Application Settings, select Task Management System and go to Task Configuration > Task Template and click Open. 
5. Search for the AO:SDA:Generic Task Template, and select the template.
6. Click the Assignment tab and remove the user name from the Assignee field.
7. Click Save.

Related topics

Troubleshooting BMC Remedy ITSM

For integration issues, BMC Remedy ITSM Maintenance tool

Troubleshooting BMC Service Request Management

Troubleshooting BMC MyIT