This documentation supports the 18.08 version of BMC Digital Workplace Advanced.

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

General troubleshooting

This topic offers troubleshooting tips for  BMC Digital Workplace issues. See the Related topics for additional troubleshooting topics.

When viewing a profile, the Availability status shows only the availability for the next 24 hours

This feature works as designed for performance reasons.

Issue with a connection to the AR System server or SMTP

Review and correct the connection issue as described in Making configuration changes to integrated applications and List of providers. Then restart the BMC Digital Workplace server. 

Changing Tomcat port

To change the port, follow the instructions in Modifying ports for BMC Digital Workplace.

BMC Digital Workplace and BMC Digital Workplace Catalog do not start after a Java upgrade

If you upgrade Java, BMC Digital Workplace and BMC Digital Workplace Catalog might not start. You must update the path to the new location for Java.

On a Microsoft Windows server, to update the location for Java, perform the following steps:

  1. Run the Regedit application.
  2. Open HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Apache Software Foundation\Procrun 2.0\SmartITMyITTomcat8\Parameters\Java.
  3. Change the JVM path to the location where you installed the most recent version of Java.

You must also update the Java version in all the files. For more information, see  DOC-107987 .

Browse Categories selection is not displayed in the Catalog menu

This issue is a symptom that BMC Digital Workplace Catalog has been enabled, but not fully configured. Complete the integration between the two servers, as described in Enabling and configuring the enhanced catalog for BMC Digital Workplace.

Some requests for items in the enhanced catalog cannot be cancelled

The ability to cancel requests for items in the enhanced catalog is supported only for services that generate one or more BMC Service Request Management requests or work orders. In addition, the ability to cancel a service bundle is not supported.

For requests that cannot be cancelled from BMC Digital Workplace clients, these requests can be cancelled only from the fulfillment application.

A blank window is displayed when a user clicks Manage Catalog from Business Workflows

If you have already installed or upgraded to BMC Digital Workplace Catalog 18.08 or later:

  1. Navigate to <Install_Location>/sb/env/
  2. Find the BMC_ALLOWED_CROSS_ORIGIN_SOURCES parameter in the file
  3. Enter the URL to the Business Workflow application on the BMC Helix Innovation Suite server, from which cross-launch into BMC Digital Workplace Catalog should be allowed seamlessly.
  4. Restart the BMC Digital Workplace Catalog Server.

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