Troubleshooting BMC Remedyforce CMDB 2.0 issues

If you were using BMC Remedyforce 20.13.02 or earlier, and have not yet upgraded to CMDB 2.0, the Track Attribute History option is not displayed.

Starting from version 20.14.01, an enhanced version of CMDB, referred to as BMC Remedyforce CMDB 2.0, is available out of the box for new installations.

Attributes that you select for tracking on the Base Element Field History page are not automatically selected on the Track Attribute History tab, and vice versa.

You cannot track history for custom attributes of the Formula, Roll-up Summary, and Auto-Number data type. Custom attributes of these data types are not displayed on the Track Attribute History tab.

If you have enabled the integration with BMC Client Management OnDemand 12.0 or earlier, the Discovery Setup & Configuration option is not displayed.

The Import Configurations tab on the Device Setup & Configuration page is disabled.

The Import Configurations tab is enabled when you configure at least one scanner on the Scan Configurations tab.

When you click Refresh in the Scanner Details list, the following error is displayed:

Unexpected end of file from server

No records are imported.

Which credentials are used to access discovered devices?

In the Scan log (that you see by clicking View Details for a scanner), you notice that devices are discovered. However, those devices are not imported to your CMDB.

This issue can be caused because of any of the following reasons:

• Large amount of data in the Base Element object - Raise a case with Salesforce to create a custom index on the Assembly ID field of the Base Element object and then delete all instances of the Discovery Import Logs object.
• Reconciliation is On - Turn Off reconciliation and delete all instances of the Discovery Import Logs object.

In the Remedyforce Console tab, when a staff member selects a CI or asset from the Configuration Item / Asset field, in the Select from Configuration Items > Client Management tab, the following exception error is raised:

System.QueryException: Non-selective query against large object type (more than 100000 rows)

When devices are imported, a time entry is created in the Discovery Import Logs object. When the devices are imported, last import time is fetched from this object and only the newly discovered devices are imported. To import all discovered devices till date, remove all the entries created in the Discovery Import Logs object.

1. If not already created, create a tab of the Discovery Import Logs object by performing the following actions:
   1. Navigate to Setup > Create > Tabs.
   2. In the Custom Objects Tab section, click New.
   3. From the Object list, select Discovery Import Logs.
   4. From the Tab Style list, select a style, and click Next.
   5. On the Step 2. Add to Profiles page, select the appropriate option to assign the tab to profiles, and click Next.
   6. On the Step 3. Add to Custom Apps page, select the required apps to which this tab is visible.
      Ensure that the tab is available to the BMC Remedyforce application.
   7. Click Save.
2. Click the Discovery Import Logs tab.
3. Select all records and click Delete.
   When the next scheduled job runs to import discovered devices, all devices that are discovered until now are imported.

The following error is displayed on the Remedyforce Administration tab:

The schedule job for discovery functionality is not running. Click start to schedule the job again.

This message is displayed if you have deleted the job scheduled:

The scheduled job is required to perform the following actions:

• Save the discovery server from expiring.
• Import discovered data
• Import operational rules status

Click the start link to restart the job.

Note: If this job is deleted and is not created again, your Remedyforce Discovery Server might be deleted.

The following error is displayed on the Remedyforce Administration > Configure CMDB 2.0 > Discovery Setup & Configuration tab:

Scan configuration for the scanner have been created or modified from the BMC Client Management Console.

The following error is displayed on the Discovery Setup & Configuration page:

Communication with the Remedyforce Discovery Server failed because the password has been changed. Enter the modified password to resume connection.

The following error is displayed on the Discovery Setup & Configuration page or the Scan Details For : <Scanner Name> window:

Read timed out

This error is displayed in either of the following conditions:

• Discovery Server is unreachable
• Server is attending to other requests
• Network is slow

When you receive this error, perform the action again.

You are unable to perform actions on the discovered devices on which you have rolled out client agents.

The device on which you have successfully rolled out an agent is not displayed under Device Topology in the BMC Client Management Console.

MAC address is not retrieved for discovered devices.

Alternatively, instances for discovered LANEndPoint devices are not created in BMC Remedyforce CMDB.

Perform the following:

• Ensure that you have given credentials for the SSH, WMI, and SNMP protocols correctly while configuring scanning on the Remedyforce Administration > Configure CMDB 2.0 > Discovery Setup & Configuration page.
• Ensure that the SSH, WMI, and SNMP protocols are up and running.

You cannot record the Audit Now logs for agentless Discovery integration if you are using the Premium or Premium Plus license type.

To record Audit Now logs for agentless Discovery integration with Premium or Premium Plus license type, login to BCM Console and load the Software Security Inventories module for the device on which you want to perform the Audit Now.

Note: Audit Now logs will not be recorded in Remedyforce for agentless Discovery integration if you are using the Base license type.

To ensure the functioning of Wake Up action, following are the considerations:

1. The end points (scanners / agents) cannot be on virtual images to utilize the Wake Up action. They must be on physical images / instances.
2. The scanners / agents must be in the same network as the device which performs the Wake Up action. For hosted environments, you have to install a relay in the environment to meet this condition. The relay will then perform the Wake Up action.

Before upgrading to BMC Remedyforce 20.15.03 (Summer 15) or later, you had already created custom CMDB classes with the same name as the new asset classes, such as BMC_Laptop, BMC_Mobile, and BMC_Tablet.

After upgrade, the following issues are observed:

• Class type of existing custom classes is not automatically changed to Asset or Rule Based Asset.
• The new out-of-the-box asset class is not created in BMC Remedyforce CMDB 2.0. However, the field set associated with the new out-of-the-box asset class is created in the Base Element object.

The BMC Remedyforce upgrade process checks if there is an existing custom class in BMC Remedyforce CMDB 2.0 with the same name as a new asset class.

If a custom class already exists, the following actions are performed:

• The class type of the existing custom class is not changed.
• The new out-of-the-box asset class is not created in BMC Remedyforce CMDB 2.0. However, the field set associated with the new out-of-the-box asset class is created in the Base Element object.
  
  Consider the following points about the field set for custom classes:
  
  • Any existing custom field set with the same name as the out-of-the-box field set is retained. The custom class continues to display attributes from this custom field set.
  • If there is no existing custom field set for the custom class, fields from the out-of-box field set with the same name are displayed in the Instance Editor.

Rule Based Asset classes

If an existing custom class name is the same as a Rule Based Asset class, you cannot convert that custom class to a Rule Based Asset class. Instead, you must change the class type of the custom class to Asset or CI and Asset. If required, you can also create a new Rule Based Asset class with a different name and define the appropriate rules. For more information, see Managing CMDB classes.

For more information about the rules defined for out-of-the box Rule Based Asset classes, see Rule Based Asset classes.

Asset classes

If an existing custom class name is the same as an out-of-the-box Asset class, you can manually change the class type of existing custom classes to Asset. Perform the following steps after your organization has been successfully upgraded:

• Manually change the class type to Asset. For more information, see Managing CMDB classes.
  The instances of this class are now stored as assets. You can also leverage the new features that are available for asset classes. For example, the AssetBirthdate, AssetAge, and AssetStatus attributes are displayed in the Instance Editor. In addition, users who are assigned the Asset Management View permission can view this class on the Remedyforce CMDB tab.
• Display out-of-the-box attributes for the asset class in the Instance Editor by performing one of the following actions:
  
  • To continue using the existing custom field set for a class, add the fields from the out-of-the-box field set to the custom field set.
  • To use the out-of-the-box field set, move custom fields from the custom field set to the out-of-the-box field set and then delete the custom field set.
    A few out-of-the-box fields in the custom field set might not be available to be added in the out-of-the-box field set.
  For more information, Adding or removing fields on the Instance Editor in CMDB 2.0.

Note: The Specifications tab in the Instance Editor displays attributes from the class-specific field set and the field sets of all of its parent classes (excluding Base Element).

If the position of a custom class in the class hierarchy is not the same as the out-of-the-box class with the same name, the custom class does not display the same attributes on the Specifications tab as the out-of-the-box class.

For example, an instance of the out-of-the-box BMC_Phone class displays attributes from the BMC_Mobile class (such as BYOD and MEID) on the Specifications tab in the Instance Editor.  However, if your existing custom class was created under the BMC_System class, attributes from the BMC_Mobile class are not displayed on the Specifications tab. 

For a class in the List View Customization, a field is shown more than once in the Available Fields list.

If the List View Customization contains duplicate entries of the custom fields for a Class, ensure that you have added the custom field in only one of the field sets, either the parent or the child class.

If you were using BMC Remedyforce 20.13.02 or earlier, and have not yet upgraded to CMDB 2.0, the Locations option is not displayed.

Starting from version 20.14.01, an enhanced version of CMDB, referred to as BMC Remedyforce CMDB 2.0, is available out of the box for new installations.

The fields that are displayed in the Location Details window in the Instance Editor are not always consistent.

The out-of-the-box list view  for the Physical Location CI class (Remedyforce Administration > Configure CMDB 2.0 > CMDB List View Customization) determines the fields that are displayed in the Location Details window. However, only those fields that contain values are displayed in the Location Details window.

For example, say that you select the City field in the list view for the Physical Location CI class. The City field is displayed in the Location Details window only for those locations for which the City field contains a value.

From the Supporting information section of the Location form (Remedyforce Administration > Configure CMDB 2.0 > Locations), if a location is linked to an asset or a CI, that location is not saved in the Location lookup field of that instance. Instead, the relationship is displayed only on the Relationships tab of the Instance Editor.

You must manually select a location in the Location attribute.

The Models option is not displayed in the following scenarios:

• You were using BMC Remedyforce 20.15.02 (Spring 15) or earlier, and have not yet upgraded to CMDB 2.0.
  Starting from version 20.14.01, an enhanced version of CMDB, referred to as BMC Remedyforce CMDB 2.0, is available out of the box for a new installation.
• You have upgraded from BMC Remedyforce 20.15.02 (Spring 15) or earlier to version 20.15.03 (Summer 15) or later, and are using CMDB 2.0, but you have not selected the Enable Models check box (Remedyforce Administration > Configure CMDB 2.0 > General CMDB Settings).
  For more information, see enabling models.

The Enable Models check box is not displayed in the following scenarios:

• You were using BMC Remedyforce 20.15.02 (Spring 15) or earlier and have not yet upgraded to CMDB 2.0.
• You have performed a new installation of BMC Remedyforce 20.15.03 (Summer 15) or later.
  In this case, models are enabled by default in your organization and cannot be disabled.

The Class Type list is used only to filter the classes displayed in the CMDB Class list while creating a model. This filtering enables you to easily locate the class for which you want to create the model.

After you save a model, you cannot modify the class.

The Manufacturer Name attribute is not available for selection in the Set Attributes section.

If you enter a value in the Manufacturer field of the model, the Manufacturer Name attribute and the value you have specified is displayed in the Set Attributes section.

The fields that are displayed in the Model Details window are based on the fields selected in the Column Headers field set of the Model object (Setup > Create > Objects Model).  However, only those fields that contain values are displayed in the Model Details window.

For example, say that you select the Part Number field in the Column Headers field set of the Model object. The Part Number field is displayed in the Model Details window only for those models in which the Part Number field contains a value.

When a model is selected for a CI or asset, the Model Manufacturer and other attributes values that are specified in the selected model are also applied to the CI or asset. Therefore, along with the Model Name attribute, other attributes are also updated.

To ensure that the Model Name field is populated in imported records, perform the following actions:

• Select the Enable Models check box on the Remedyforce Administration > Configure CMDB 2.0 > General CMDB Settings tab.
• Create model records with the appropriate model name. If imported records contain part numbers, add the appropriate part numbers in the Part Number field of the model records.
• Map the external data source field that contains the model name or part number information to the Model field (data type: Text) in the Base Element object.

For more information, see Applying models while importing CIs and assets.

In imported CIs or assets, a few attribute values that are also imported from the external data source are replaced with other values.

The attribute values of imported records are replaced with other values under the following conditions:

• Models are enabled in your organization.
• The external data source field that contains the model name or part number information is mapped to to the Model field (data type: Text) in the Base Element object.
• The value that is populated in the Model field matches the Model Name or Part Number field value in an existing model record.
• The matching model defines values that are different from the attribute values that are imported from the external data source.

The following errors are generated during the normalization process:

• Too many queueable jobs added to the queue:
• Too many dml rows 10001

For information about viewing errors that are generated during the normalization process, see Scheduling and running the normalization process.

You must reduce the number of records that the normalization job processes in each batch. By default, the batch size in a normalization job is 100.

To reduce the batch size of the normalization job, perform the following steps:

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Application Settings tile, and from the menu, select Custom Setting.
3. In the Action column for Remedyforce Settings, click Manage.
4. On the Custom Setting Remedyforce Settings page, perform one of the following actions:
   • To create a new custom setting, click New and in the Name field, type NormalizationBatchSize.
     Leave the Sequence Id field blank.
   • If you have previously created this custom setting, click NormalizationBatchSize.
5. In the value field, type the number of records the normalization job must process in each batch.
6. Click Save.

You receive the following error:

BMCServiceDesk.UpdateBaseElementName: execution of BeforeInsert caused by: System.QueryException: Non-selective query against large object type (more than 200,000 rows). Consider an indexed filter or contact Salesforce.com about custom indexing.

If you were using BMC Remedyforce 20.13.02 or earlier, and have not yet upgraded to CMDB 2.0, the Search filter icon is not displayed on the Remedyforce CMDB tab.

Starting from version 20.14.01, an enhanced version of CMDB, referred to as BMC Remedyforce CMDB 2.0, is available out of the box for new installations.

Verify that the permission set or profile assigned to the users is granted the required access to the new or updated Visualforce pages, Apex classes, objects, and fields for the advanced search filters feature.

For more information, see Searching for CIs and assets in the list view.

If you do not see scanning progress on the screen, check the status of the job on the Apex Jobs page (Setup > Jobs > Apex Jobs).

Depending on the platform availability, the process might take a while to complete. If scanning your CMDB is taking a long time, you might want to abort the scan.

1. Navigate to Setup > Monitoring > Apex Jobs.
   If you have enabled the improved Setup user interface in your Salesforce organization, navigate to Setup > Jobs > Apex Jobs.
   For more information about the improved Setup user interface, see Salesforce Help.
2. In the Apex Class column, click CMDB_ScannerBatchJob.
3. In the Status column, if the status of the job is Queued or Preparing, in the Action column, click Abort.

You can view the status of the CMDB data migration job (CMDBMigrator) on the Apex Jobs page. If required, you can also abort the job from this page.

1. Navigate to Setup > Monitoring > Apex Jobs.
   If you have enabled the improved Setup user interface in your Salesforce organization, navigate to Setup > Jobs > Apex Jobs.
   For more information about the improved Setup user interface, see Salesforce Help.
2. In the Apex Class column, click CMDBMigrator.

3. In the Status column, view the status of the CMDBMigrator job.
   If the CMDBMigrator job status is Completed and the Apex heap size too large message is displayed in the Status Details column, you can restart the migration process.

4. (Optional) To abort the CMDB data migration job, in the Action column for the CMDBMigrator job, click Abort.

• Apex CPU time limit exceeded
• Too many SOQL queries

In the upgrade to CMDB 2.0 process, while migrating to CMDB 2.0 or deleting CMDB 1.0 data, you might get either of the following errors:

• Apex CPU time limit exceeded
• Too many SOQL queries

These errors are shown when the batch size of the Apex job that is scheduled for these procedures is large. The batch size of an Apex job is specified in a custom setting.

Custom settings that control the batch size of the Apex jobs

Custom settings that control the batch size of these Apex jobs are listed below along with their default value:

• CMDBMigrateBatchSize (Number of records that are migrated in a batch) — 500
• CMDB_Migration_MaxErrorRecords (Number of errors that are ignored while data is migrated to CMDB 2.0) — 1000
• CMDBCleanupBatchSize (Number of CMDB 1.0 records that are deleted in a batch) — 1000
• Cleanup_MaxErrorRecords (Number of errors that are ignored while CMDB 1.0 records are deleted) — 1000

These custom settings are not available by default. You must create these custom settings and assign the required values.

To configure batch size of a CMDB 2.0 Upgrade Apex job

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Application Settings tile, and from the menu, select Custom Setting.
   Alternatively, navigate to Setup > Develop > Custom Settings.
3. In the Action column for Remedyforce Settings, click Manage.
4. On the Custom Setting Remedyforce Settings page, click New.
5. In the Name field, type the name of the custom setting (for example, Cleanup_MaxErrorRecords). See the Custom Settings table.
   Leave the Sequence Id field blank.
6. In the value field, enter the appropriate value for the custom setting.
7. Click Save.

While adding a relationship to a configuration item (CI) in Remedyforce CMDB, the following error message is displayed:

SObject Row do not support errors

This issue occurs if all of the following conditions are true:

• No active option listed under Base Relationship > Relationship Type is marked as default.
• The Source-Destination option is deactivated, deleted, or modified.

Set any active option as the default option for the Relationship Type field.