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:
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:
You must also update the Java version in all the files.
The following table describes issues that you might encounter if you have BMC Digital Workplace Basic:
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:
|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 notifications||Email notifications are not sent to end users||Starting 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:
|Service health||When 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|
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.|
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 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:
|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|