Troubleshooting common issues when importing data

Log files are created in the folder where you have saved the KJB files. Success and failure rows files are also created in the same folder.

If a failure occurs, the error code and its description are provided in the failure row file. You can also use the failure row file to import data to Salesforce.

While importing a large number of records, if you get the OutofMemoryError or Java heap size error message, increase the heap size in the Spoon.bat file.

1. Navigate to the location where you downloaded and unzipped the Pentaho Data Integration tool.
2. Navigate to the data-integration folder.
3. Right-click the Spoon.bat file, and select Edit.
4. Locate the following line and replace 512 with a higher value:
   If "%PENTAHO_DI_JAVA_OPTIONS%"==""
set PENTAHO_DI_JAVA_OPTIONS=
"-Xmx512m" "-XX:MaxPermSize=256m"
5. Click Save.
6. Relaunch the Spoon.bat file and rerun the job file.

A failure row file is a text file that is saved in the folder where you have saved your KJB files. Perform the necessary steps to remove the error provided for the failure rows in the failure rows file, and then import the data by using the following steps.

The following Pentaho packages provide a transformation file in the FailureRowsInput folder. You can use this transformation file for importing users from the failure rows file to the Salesforce organization.

• LDAP integration with BMC Remedyforce (assign permission sets and Remedyforce managed package license): https://communities.bmc.com/docs/DOC-32288
• LDAP integration with BMC Remedyforce (Salesforce Platform Licenses Only): https://communities.bmc.com/docs/DOC-22547
• LDAP integration with BMC Remedyforce (Customer Portal Manager Custom Licenses Only): https://communities.bmc.com/docs/DOC-17004

To import data from the failure rows file

1. Double-click and open the FailureRowsInput folder.
2. Double-click and open the LDAP_FAILURE_ROWS_
   <YYYYMMDDHHMMSS> file.
   Where YYYYMMDDHHMMSS is the time stamp of the file.
   The first line in the file displays the header row and from the second line onward details of the failed import are displayed. 
3. For each failed import record:
   1. Read the information under the headings Error Description, Error Fields, and Error Codes.
   2. Resolve the error.
4. Open the FailureLDAP transformation file with the Spoon batch file of the Pentaho Data Integration tool.
5. Double-click the Salesforce Upsert step, and enter your Salesforce organization username and password in the Connection section.
6. (Optional) To verify the connection, click Test connection.
7. Click OK.
8. To save the FailureLDAP transformation file, click .
9. Click .
10. In the Execute a transformation window, click Launch.

In BMC Remedyforce Summer 15 Patch 1 and earlier versions, when you imported LAN Endpoint data from BMC Client Management, duplicate LAN endpoint entries might have been created in BMC Remedyforce CMDB. This duplicate data was created because of the following factors:

• In BMC Client Management, a LAN endpoint could periodically obtain multiple IP addresses using DHCP.
• In BMC Remedyforce Summer 15 and earlier, the Network Interface IP address was used as the unique source identifier for LAN endpoints imported from BMC Client Management.

In BMC Remedyforce Summer 15 Patch 1 and later versions, instead of the Network Interface IP address, the MAC address is used as the unique source identifier for the LAN endpoints imported from BMC Client Management, and new duplicate LAN endpoint entries are not created in BMC Remedyforce CMDB.

To resolve this issue, you must install the latest Pentaho package for BMC Client Management released with BMC Remedyforce Summer 15 Patch 1 or later. Also, you must manually delete any existing duplicate LAN endpoint entry on the Remedyforce CMDB. For more information, see Deleting configuration items.

Ensure that your Pentaho transformations connect to https://login.salesforce.com/services/Soap/u/<API version> instead of https://www.salesforce.com/services/Soap/u/<API version>.

Starting from January 1, 2016, Salesforce retired www.salesforce.com as an API endpoint. For more information, see the announcement on BMC Communities website. To view a video demonstration of how to update your Pentaho transformations, see Salesforce API Endpoint Retirement.

BMC Remedyforce has updated the API endpoint in the Pentaho packages that are currently available on the BMC Communities website.

Check whether the Require TLS 1.1 or higher for HTTPS connections Salesforce critical update is enabled in your organization.

Pentaho Data Integration Tool 5.4 does not support TLS 1.1 and cannot connect to your Salesforce organization if this Salesforce critical update is enabled in the organization.

To resolve this issue, perform one of the following actions:

• Use version 6.1 of the Pentaho Data Integration Tool to import data from various data sources to BMC Remedyforce.
• Deactivate the Require TLS 1.1 or higher for HTTPS connections Salesforce critical update in your Salesforce organization.
  For information about when the critical update will be automatically activated, see Salesforce Knowledge Article Number 000232871.

Error running the Pentaho packages.

In some cases, you might also not be able to open the Enter Mapping window by clicking Edit Mapping in the Salesforce Upsert window.

In the Pentaho packages provided by BMC Remedyforce, ensure that the API version in the Salesforce Webservice URL field in steps, such as Salesforce Upsert, is supported.

• In the LDAP Pentaho packages, the default API version in the Salesforce Webservice URL field is 27 (https://login.salesforce.com/services/Soap/u/27).
• In all other Pentaho packages, the default API version in the Salesforce Webservice URL field is 24 (https://login.salesforce.com/services/Soap/u/24).

In the Salesforce Upsert window, when you click Edit Mapping, the following error message is displayed:

Certain referenced fields were not found!

Perform the following steps to resolve this issue: