Integration for BMC Remedy Service Desk configuration issues

This section lists troubleshooting information for issues that can occur during Integration for BMC Remedy Service Desk configuration.

Cell restart error: Skipping multiple define: Integration for BMC Remedy Service Desk

A cell restart error occurs when two Integration for BMC Remedy Service Desk instances with the same name appear in the mcell.dir file of a cell. When installing an Integration for BMC Remedy Service Desk instance on separate computers to which the cell will connect, the installation script, by default, names each Integration for BMC Remedy Service Desk instance as IBRSD. Consequently, an error occurs when the cell attempts to resolve the instance names.

Workaround: Rename one of the instance names in the cell's mcell.dir file so that each instance has a unique name.

The Service Policy Console displays only one Integration for BMC Remedy Service Desk integration instance for selection

The Service Policy Console displays only one Integration for BMC Remedy Service Desk instance to select although more than one instance exists.

See Configuring the cell for running multiple instances.

Configuring the BMC Remedy AR System Server to display the Integration for BMC Remedy Service Desk links in customized locales

The Integration for BMC Remedy Service Desk link must be displayed in the English locale and in a customized locale, such as Japanese, when you select Remedy User Tools > Home > Application Administration Console and then select the Custom Configuration tab.

This involves making links similar to the existing links for the English locale. The process of copying the existing links to a new locale involves copying links from the following forms:

• RAC:Config:Applications
• RAC:Config:Options
• RAC:Config:Tasks

To copy existing links from forms

1. Log on to the BMC Remedy User tool.
2. Click File > Open > Object List, and from the Object List dialog box, select the Find tab, search for the RAC:Config:Applications record, and click New. A new RAC:Config:Applications form opens.
3. Open another RAC:Config:Applications form (see step 2) in Search mode instead of New mode, and search for the Integration for BMC Remedy Service Desk record.
4. Copy the contents of all the fields from this form to the new form, and modify the Application Name and the Locale fields according to your locale settings.
   For example, Application Name = Integration for BMC Remedy Service Desk_Japanese and Locale = ja_JP.
   
   RAC:Config:Applications form
   
5. Click Add Option in the new form.
6. Open another RAC:Config:Options form in Search mode, and search for Integration Configuration.
   
   RAC:Config:Options form
   
7. Repeat step 4 for the RAC:Config:Options form.
8. Click Add Task in the new form.
9. Open another RAC:Config:Tasks form in Search mode, and search for Integration Configuration in the Option Name field.
   The form opens as shown in the following figure.
   
   RAC:Config:Tasks form
   
10. Repeat Step 4 for all the records in the RAC:Config:Tasks form.
11. Save the new records.
12. Verify that the Integration for BMC Remedy Service Desk entry for your locale is displayed when you select Remedy User Tools > Home > Application Administration Console, and then select the Custom Configuration tab.