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

Issue: BMC Service Desk Automation run book installation fails. 

Error message: In the install log, the following error message is displayed. 

THROWABLE EVENT {Description=[Configuring SDA failed for following operations:

Configuring adapter failed for MicrosoftExchangeActorAdapter_SDA]}

Resolution: 

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Issue: While installing the BMC Service Desk run book, if you specify incorrect details or if the host is not active for the third-party adapters, an error message is displayed. You can continue with the installation however, the third-party adapters are not enabled on the Grid.

Error message

Invalid <third-party application> host name. Host <host name> is not active.

The following figure shows the error message that is displayed if the Active Directory host specified in the configuration tab is not active. 

Resolution: Click Previous and enter valid third-party host details or click Next and continue with the installation. You can configure the adapter on the grid after the installation is complete. 

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Issue: If you are upgrading to the latest BMC Service Desk Automation run book and you select the Configure Adapters check box, configuration for the existing adapters and modules on the grid is overwritten. 

Error message:

The selected grid already seems to have this solution related artifacts configured. If you choose to continue, the following artifacts will be overwritten.

The following figure shows the adapters and modules that already exist on the grid and will be overwritten if you choose to continue with the installation.
 

Resolution: Click Previous and clear the Configure Adapters check box. 

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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: 

 The following error message is displayed
"Software\con_130\resources\content\modules\BMC-SA-Service_Desk_Automation\resources\ar-itsm-artifacts\9.0.00\.\AO_SDA_GenericTaskTemplateAssociations.arx started.
Record 1 : The value(s) for this entry violate a unique index that has been defined for this form ( 382)
DATA "IDGAA5V0HG8P1ANUV9QMAAFW1A5WNF" "CHG:Template" 0 "AO:SDA:Generic Change Template With Task" "TMGAA5V0HG8P1ANUVN09AAFZUX5WX6" "AO:SDA:Generic Task Template" 1
Import completed with errors:
0 Records were imported to form TMS:AssociationTemplate; 1 Records were not.
[ERROR][Wed Oct 14 21:37:23.619] LoadComponent- Data Import failed with code 1025 for file C:\Program Files\BMC Software\con_130\resources\content\modules\BMC-SA-Service_Desk_Automation\resources\ar-itsm-artifacts\9.0.00\.\AO_SDA_GenericTaskTemplateAssociations.arx
[ERROR][Wed Oct 14 21:37:23.784] LoadComponent- At least one file in config data list returned an error
[ERROR][Wed Oct 14 21:37:23.784] LoadComponent- Errors processing component SDA, worst overall return code = 1025" 

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  

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.

Troubleshooting Work Order Management 

Issue: When using work orders for any use case to be executed by using the BMC Service Desk Automation run book, the work info field for the work order does not get updated. The use case fulfillment is completed successfully and the work order is closed with the appropriate status.

This issue also occurs while using the Work Order Management - Update Workinfo workflow.

This issue occurs only if your BMC Remedy ITSM is integrated with BMC Remedy Smart IT. The filters in BMC Remedy with Smart IT are likely to cause this issue. 

If you do not use BMC Remedy with Smart IT, the work order management module and the BMC Service Desk Automation run book with work orders updates work info successfully.

Resolution: A hotfix is available to resolve the issue. Contact BMC Customer Support to obtain the hotfix.

To apply the hotfix, you must back up the existing filter in your BMC Remedy Developer Studio and replace it with the filter available in the hotfix.

  1. Go to BMC Remedy Developer Studio and connect to your BMC Remedy AR Server.
  2. From the AR System Navigator pane, under the host, expand All Objects > Filters.
  3. Search for the WOI:WIM:ModifyWO_010_SetZ1DActionWO1 filter and right-click on the filter and select Export to File.
  4. Export the filter to a local directory to save as a back up.
  5. Download and save the hotfix where the BMC Remedy AR System Development Studio is installed.
  6. From the BMC Remedy Developer Studio, go to File > Import.
  7. On the Import dialog box, select BMC Remedy Developer Studio > Object Definitions and clickNext.
  8. Browse to the location where the hotfix is saved and select the .def file.
  9. Click Next.
  10. On the Object Selection dialog box, select the Replace Objects on the Destination Server check box.
  11. Click Finish.
    The new filter is applied and you can now run the use case with work order successfully.

Related topics

Troubleshooting BMC Remedy ITSM

For integration issues, BMC Remedy ITSM Maintenance tool

Troubleshooting BMC Service Request Management

Troubleshooting BMC MyIT

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