This documentation supports the 19.02 version of Remedy Action Request System.

To view an earlier version, select the version from the Product version menu.

Troubleshooting object definition corruption issues

When using Developer Studio, you might encounter certain issues such as you cannot view objects while you access them from Developer Studio or you get the "Unknown system error" message while opening or modifying objects. See the guidelines described here to resolve the issues about AR System metadata corruption. Alternatively, you can create a BMC Support case.

Symptoms

  • You get the "Unknown system error" message while opening or modifying objects.
  • You get the "Workflow does not exist" error message while accessing workflow reporting.
  • You get an error message while importing or exporting workflow definitions.
  • You cannot view objects while you access them from Developer Studio.

Scope

One or more users might experience the symptoms.

Resolution

Perform the following steps to troubleshoot the issues with object definition corruption:

StepTaskDescription
1.Clear the Developer Studio cache.
  1. Log in to Developer Studio by using your user name and password.
  2. In the AR System Navigator pane, right-click the AR System server and then click Clear Cache.
    A dialog box is displayed that provides the location of the cache.
  3. Click OK.
    The Developer Studio cache is cleared. If this step does not resolve the issue, continue with step 2 in this table.

2.

Change the Developer Studio workspace.
  1. Log in to Developer Studio by using your user name and password.
  2. Select File > Switch Workspace > Other.
  3. In the Eclipse Launcher dialog box, enter a new path and then click Launch.
    The Developer Studio workspace is changed.
3.Identify error messages in logs.

Identify and record any related error messages in the following log files in the ARSystem/arserver/db folder:

  • arerror
  • ardebug

4.

Enable AR Server logs.

Perform the following steps to enable the AR Server-side API logs and SQL logs:

  1. Open AR System Administration Console.
  2. Select System > General > Server Information.
    The Server Information page is displayed.
  3. On the Log Files tab, select the API Log check box and the SQL Log check box.
  4. Click Apply.
  5. Click OK.
    The AR Server logs are enabled.
5.Reproduce the behavior and review logs.
  1. Reproduce the behavior so that the server-side activities can be recorded in the log files.
  2. List the steps that caused the error.
6.Try to import the affected workflow from the working environment of a similar version.
  1. Take a backup of the affected workflow and then try to import the same workflow from the working environment of a similar version where the issue did not occur.
  2. If the issue persists, continue with step 7 in this table.

7.

Run the Database Consistency Checker utility to identify the corrupted workflow objects.

The Database Consistency Checker is a separate process that runs in the background during the server startup and terminates when the server startup is completed. This utility logs the results of the consistency check to the log file that you specify.

The utility checks the following database information:

  • Data dictionary consistency—Verifies if all the system tables accessed during the server startup are available in the database and then reports errors for any inconsistencies found.
  • Metadata consistency—Verifies if the Remedy AR System metadata is intact. Metadata is the system data that is necessary for an AR System server to load.
  • Index consistency—Verifies if all necessary indexes are intact and then reports the warnings or errors for any inconsistencies found. A missing or damaged index can cause unexpected performance issues if the AR System server cannot automatically recreate the index.
  • Workflow assignment or qualification and display properties consistency—Verifies the consistency of workflow actions and their qualifications during server cache loading after the AR System server startup.

For more information, see Running the Database Consistency Checker utility.

Note

The Database Consistency Checker utility report might identify other problems that are not related to the affected objects. Focus your attention only on the workflow objects being affected.

8.Collect the logs.

Copy the following log files to another location and then review them so that they do not get overwritten. A few log files might be huge in size depending upon the use case that was run.

  • arerror
  • ardebug
  • Database Consistency Checker logs
  • API logs and SQL logs

See the table to troubleshoot issues based on the symptoms and error messages.

9.Create a BMC Support case.

Collect and send logs and detailed information when creating a case with BMC Support:

  1. Provide the following information as part of your case:
    • Name of the user who faced an issue with Developer Studio
    • Login information
    • Time when the issue occurred
    • Any error messages received
  2. Include the devstudio.ini file from the \BMC Software\ARSystem\DeveloperStudio folder.
  3. Collect the following log files:
    • arerror
    • javaapi (See step 4 in this table.)
    • Log file from the Users\Administrator\DeveloperStudio\workspace\.metadata folder.
  4. Attach the log file to your case.
    You can attach a log file of size up to 2 GB. You can also upload the file on FTP. For more information, see How to use BMC's Managed File Transfer (MFT) to send log files to BMC Support to comply with GDPR policies.

After you determine a specific symptom or error message, use the following table to identify the solution:

SymptomLocationActionReference
When you open or modify an object, you get ERROR [303] Form does not exist.On screen
  1. Clear the Developer Studio cache.
  2. Check the arerror.log file for an error related to the affected form.
KA000120931

When you try to save a form in Developer Studio, you get Unique constraint (XXXXXXXXX) violated. error. The error message contains field information instead of text XXXXXXX.

On screen

Locate the affected field on the form and then remove it and try to reimport the definition file.

For example, you might get an error message ORA-00001: unique constraint (ARADMIN.SYS_C0010370) violated.

This error message indicates that the records based on the "ARADMIN.SYS_C0010370" column contain a duplicate value that conflicts with the unique constraint of this column. The name=Date/Time Field__c field is involved in this scenario.

You must remove the name=Date/Time Field__c from the form and then save the form so that the form is saved without any error.

KA000122935

Related topic

Contacting Support

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