Extensions are installed by the product installer as part of the initial installation. Extensions are skipped during the installation of subsequent applications.
Two extension-related log files, ASI_DriverLog.log and ExtLoader-RIK_Log.log, are generated in the ITSMInstallDir\Logs\ExtLoaderLogs directory.
ITSMInstallDir is the default location where BMC Remedy ITSM Suite is installed:
- (Microsoft Windows) C:\Program Files\BMC Software\BMCRemedyITSMSuite
- (UNIX) /opt/bmc/bmcremedyitsmsuite
This topic provides the following sample error messages:
A sample error message in the driver script is:
Command: SET ATTRIBUTE Class Name Namespace (): Class name (): Attribute Name (): Change attribute name? (F): New Attribute Name (): Change entry mode? (F): Change attribute limits? (F): Change default value? (F): Change attribute characteristics? (F): Change custom attribute characteristics? (F): CMDBSetAttribute results ReturnCode: ERROR Status List: 1 items Status Struct: Message type: ERROR Message number: 120004 Message: Attribute does not exist. Appended: Status
This error message is benign and can be ignored; however, you must to investigate other error messages.
Extension loader RIK logs
A sample error message in the install log is:
com.bmc.smbu.install.common.rule.engine.CommandExecutionException: Exec command ("C:\DOCUME~1\ ADMINI~1\ LOCALS~1\ Temp\ Utilities\ cmdb\ cmdbdriver.exe" -s rieqvm01-cl2 -u Demo -p notDisplayed -t 0 -x "C: \Program Files\BMC Software\BMCRemedyITSMSuiteDK1\rieqvm01- cl2\Shared_Components\extensions\600-CDMExtensions\200- ITSM_CDM_Extensions-OSD.txt") returned an exit code of 1, which was interpreted as a failure]}]}
Zip all the log files using the BMC Remedy ITSM Maintenance Tool and send the zip output file (\temp\BMCRemedyITSMSuiteLogs.zip) to Customer Support on request. The path to the zipped log file appears below the Zip Logs button on the Maintenance Tool.