Troubleshooting CMDB Explorer related issues

Refer to the following troubleshooting tips, if you run into issues while working with CIs in CMDB Explorer.

Cannot access Mid Tier forms from CMDB Explorer

If you are not able to open Mid Tier forms for performing Edit operations, verify the following.

Default-Web-Path should be set to Mid Tier load balancer base URL, and must not end with ‘/’. For example
http://<serverName>:<port>/arsys

Server-Name should set to load balancer URL for Remedy AR System server

CIs are not displayed correctly on CMDB Explorer

If there are any issues with CIs not displayed correctly on the CMDB Explorer, check the browser console for any JavaScript message, and watch the network traffic on browser, and check REST API request/response.

Configure CMDB Services log from Configurations > Core Configurations > CMDB Services > Logging. Set the log level to Info or Debug.
REST API response

- When CI name is clicked on search results, GET: /api/cmdb/v1.0/ui/graphdata
- When CIs are pushed using select button from search results,

GET:/api/cmdb/v1.0/ui/instances/BMC.ASSET/BMC.CORE/BMC_BusinessService?ids=OI-F77A23EA3798436DA2D721A181DB7CBD&dataset_mask=0

REST API response for Create CI action, POST: /api/cmdb/v1.0/instances

A blank arrow is displayed when a CI is opened in CMDB Explorer

Symptom: If there are multiple child CIs with duplicate Reconciliation IDs, then on expanding the parent CI, an arrow is displayed but the CI is not displayed.

Scope: This error occurs if CIs having duplicate Reconciliation ID are opened in Explorer and if parallel Reconciliation threads are running in Reconciliation engine.

Workaround: The Reconciliation ID of one of the CIs must be set to zero, so that the CI can be identified during the next Reconciliation job run.

An error is displayed when a parent CI object is moved in the CMDB Explorer

Symptom: If a parent CI object is moved in the CMDB Explorer, the following error is displayed: "Cannot read property position of undefined."

Scope: This error occurs if CIs having duplicate Reconciliation ID are opened in Explorer and if parallel Reconciliation threads are running in Reconciliation engine.

Workaround: The Reconciliation ID of one of the CIs must be set to zero, so that the CI can be identified during the next Reconciliation job run.

While displaying service models with large number of CIs, the warning message goes into a loop

Symptom: When displaying service models with large number of CIs, the warning message goes into a loop.

Scope: Happens only when you open simultaneously two CIs each with 500 or more child CIs in Edit mode in CMDB Explorer.

Perform the following steps:

Run a saved query.
After the query is displayed on the CMDB Explorer, click Validate and search.
Select all the CIs that are displayed in the search result and click Show in Explorer.
The CIs are displayed in the CMDB Explorer.
Switch to Edit Mode.
A warning message is displayed as shown in the following figure:
If you select Display only Original CI, the warning message goes into a loop.

Workaround: In the warning message, select Display all results, or perform the search once gain and this time, select only one CI from the search results to be displayed in the CMDB Explorer.

Sandbox promotion fails

If Sandbox promotion fails or does not work as desired:

Check if the Reconciliation Engine job has run successfully.
Check the REST API response for Sandbox promotion POST: /api/cmdb/v1.0/sandbox/command/promote