This documentation supports the 18.08 version of Remedy Deployment.

To view the latest version, select the version from the Product version menu.

Troubleshooting the multi-tenancy update

The Multi-Tenancy utility is run as a part of the installer. Do not run the utility manually unless you encounter errors during the multitenancy update. Also, after performing delta data migration, you need to run the upgrade utility manually to apply multitenancy updates to the delta data.   

If the multi-tenancy update utility encounters a condition that prevents it from finishing the updates to a form and its associated data, it moves the form to the Fail status. You can determine the cause of failure by reviewing either the  Filter log  or the  SQL log  on the BMC Remedy AR System server. 

To run the Multi-Tenancy update utility manually

Note

If you are upgrading from version 9.1 to a later version, you do not need to run the Multi-Tenancy utility. By default, the Tenancy Mode is set to Multi-Tenancy in the System Settings form.

  1. Open a command prompt window.
  2. Configure the JAVA_HOME environment variable to contain the full Java home path.
  3. Navigate to %INSTALL_DIR%\BMCRemedyITSMSuite\Utilities\BMCMultiTenancyUtility\artools.
    Use one of the following strings for the %INSTALL_DIR%variable, according to the BMC Remedy IT Service Management (ITSM) application that you are upgrading:
    • BMC_REMEDY_ITSM_SUITE_HOME
    • BMC_SERVICE_REQUEST_MANAGEMENT_HOME
    • BMC_SLM_HOME
  4. At the command prompt, type one of the following commands, and then press Enter:
    • (UNIX) mtutility.sh
    • (Microsoft Windows) mtutility.bat

  5. Select a mode in which to run, Mode 1 or Mode 2, and provide arguments:
    • Mode 1, or (1) Command — On the command line, type the command arguments that are listed in the following table.
    • Mode 2, or (2) Interactive — The utility prompts you for the arguments one at a time.



      Multi-tenancy update utility arguments

      ArgumentValue typeDecription

      -u

      String

      (Mandatory) BMC Remedy AR System administrator user name.

      -p

      String

      (Mandatory if your system uses a password) BMC Remedy AR System administrator password.

      -x

      String

      (Mandatory) Name of the server on which the AR System server is installed and the BMC Remedy ITSM applications are deployed.

      -a

      String

      Authentication string for user validation.

      -t

      Integer

      BMC Remedy AR System communication port number.

      -r

      Integer

      Remote Procedure Call (RPC) queue number for API private queue.

      -timeout

      String

      BMC Remedy AR System timeout values, in seconds

      Format: MediumTime:LongTime:ExtraLongTime

      Example: 120:400:1800

      Note: If the multi-tenancy update utility times out because the server is busy, or if it takes a long time to respond after re-cacheing, you must increase the timeout values. For example, you would increase the value 120:400:1800, provided in the preceding example, to 300:600:2000.

      The following illustrations provide an example of what the command line looks like for each mode:

      Mode 1, or (1) Command



      Mode 2, or (2) Interactive

  6. When you finish providing the arguments, press Enter to start the utility.

To troubleshoot the multi-tenancy update

  1. On the BMC Remedy AR System server,  turn on filter and SQL logging .
  2. Open the Application Maintenance console.
    1. On the IT Home page, click the Application Administration Console link.
    2. Click on the Custom Configuration tab. 
    3. Expand the Foundation list. 
    4. Expand Advanced Options list. 
    5. Click on Application Maintenance console. 
  3. From the Maintenance Group list, select Multi-Tenancy.
  4. From the View By list, select All Products.
  5. Check the Status of each form. 
    • Successful status indicates that multitenancy update for a form is successful. 
    • Fail status indicates failure. 
    • Pending status indicates that the multi-tenancy update utility has not yet started to process the form.
      See the following snapshot:
  6. Find the entry in the Application Maintenance console with the Fail status, as described in Investigating multi-tenancy update processing issues, then reset the status of the record to Pending. To do this:
    1. In the Application Maintenance console table, select the record with the Fail status.
    2. Click Reset to Pending.

  7. On the Application Maintenance console, click Run to start the multi-tenancy update workflow on the record that you reset.
    When the workflow finishes running against the selected record, the record returns to the Fail status and processing stops.
  8. Review the filter and SQL logs to find and then fix the cause of the failure.
  9. After you fix the problem, repeat steps 3 through 5 until the update completes with a status of Successful.

  10. Search the SHARE:Application Properties form for any records showing the registration of field permission updates. For these records, the Property Name starts with REGISTER_, for example,  REGISTER_AM_MTIf there are no records starting with REGISTER_, delete all of the multi-tenancy registration records, including all records where: 

    Property Name begins with REGISTER_   and the Property Value is Successful , 
    and Property Name is REGISTER_DDM_COUNT_MT and the Property Value is an integer, 
    and Property Name is REGISTER_DDM_DATE_MT and the Property Value shows a 
    current date, Property Name is _ OOTB_MT_AWARE_ENV and the Property Value is true.

    For example:

  11. Turn off filter and SQL logging.
  12. Manually restart the multi-tenancy update utility.

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