This documentation supports the 19.05 version of BMC Digital Workplace Advanced.

To view an earlier 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.

The following tables describes general system problems:

ProblemWorkaroundReference

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 one of the following folders:
    • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Apache Software Foundation\Procrun 2.0\DWPTomcat\Parameters\Java—If you are upgrading from 18.05 and later version, or if you are performing a fresh installation.
    • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Apache Software Foundation\Procrun 2.0\SmartITMyITTomcat8\Parameters\Java—If you are upgrading from version 18.02 and earlier versions.
  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.

DOC-107987

The following table describes issues that you might encounter if you have BMC Digital Workplace Basic:

FeatureProblemWorkaroundReference topic

Localization

BMC Digital Workplace installed on Microsoft Windows 7 server is not localized in Internet Explorer 11.

Make sure you set the Format to the right locale under Region settings.

Perform the following steps:

  1. Click the Start button, and then click Control Panel.
  2. Click Clock, Language, and Region, and then click Regional and Language Options.
    The Regional and Language Options dialog box appears.
  3. On the Formats tab, under Current format, click Customize this format.
    The Customize Regional Options dialog box appears.
  4. Click the tab that contains the settings that you want to modify, and make your changes.
Localizing titles and messages
AR System server

Issue connecting to the AR System server or SMTP

Review and correct the connection settings in the BMC Digital Workplace Admin console, Configuration > Providers.

Then restart the BMC Digital Workplace server. 

Email notificationsEmail notifications are not sent to end usersStarting from version 19.05, the Backend URL is mandatory for enabling email notifications for end users. If the Backend URL is not configured, end users do not receive email notifications. Make sure you have configured the email notifications correctly. For information about how to configure notifications, see Configuring email notifications.Configuring email notifications



The following table describes issues that that you might encounter if you haveBMC Digital Workplace Advanced:

FeatureProblemWorkaroundReference topic
Service healthWhen viewing a service profile, the Availability status shows only the availability for the next 24 hours.

This feature works as designed for performance reasons.

Setting up service health items
Catalog page

Browse Categories menu is not displayed on the Catalog page.

BMC Digital Workplace Catalog is not configured.

Complete the integration between the two servers.

Enabling and configuring the enhanced catalog for BMC Digital Workplace.
Service request

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.


Service request

A comment is displayed twice in the service request details.

Check if that the workflow of the corresponding service has the Create Activity Log For Service Request that goes right after the Start External Activity action.

Redesign your workflow, so that the Create Activity Log For Service Request goes right after the Submit Service Request.

The comment will not be duplicated.

Designing a workflow to create a request activity log

Integration withBMC Helix Business Workflows

A blank window is displayed when a user clicks Manage Catalog in BMC Helix Business Workflows.

If you have already installed or upgraded to BMC Digital Workplace Catalog 18.08 or later, perform the following steps:

  1. Navigate to <Install_Location>/sb/env/set_script_variables.sh
  2. Find the ALLOWED_CROSS_ORIGIN_SOURCES parameter in the file
  3. Enter the URL to the BMC Helix Business Workflows application on the BMC Helix Platform server, from which cross-launch into BMC Digital Workplace Catalogshould be allowed seamlessly.
  4. Restart the BMC Digital Workplace Catalog Server.


Integration with Flexera connector

Flexera connector actions fail silently if the NT Domain process variable is not sent to the Flexera AppPortal configurations that use Active Directory.

Ensure that all workflow actions specify the NT Domain process variable configuration, as shown in the following illustration:

Service connector overview
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