This documentation supports the 20.08 version of BMC Helix Platform. 
To view an earlier version, select 20.02 from the Product version menu.

Troubleshooting Foundation data issues

This section describes issues that you might encounter while loading existing or custom Foundation data from Remedy IT Service Management (Remedy ITSM).

Troubleshooting issues while loading Foundation data


Cannot load the Foundation data to BMC Helix Platform

If the new Remedy ITSM Foundation data is grouped with other data, the data is not loaded to BMC Helix Platform. All the Foundation data is processed from Excel spreadsheets in chunks of 100 rows. If there is any error in any one of the 100 rows, each remaining row from the chunk is processed individually..

If there is failure in loading of updated Remedy ITSM Foundation data, you can retrieve the last job execution instance by selecting BMC Helix Innovation Studio > Data Management Console > Settings > AR Synchronization. You can use this information to verify the last synchronize date and time, and ensure that the next scheduled update synchronizes the newly-added or updated Foundation data.

In the processed Excel spreadsheet, the Foundation data that is not loaded displays an Errored status. As a workaround, perform the following steps:

  1. Resolve the issue in Remedy ITSM or BMC Helix Innovation Studio.

  2. Download the processed spreadsheet to your computer.

  3. Open the spreadsheet, delete the data from the Data-Load-Status column, and save the changes.

  4. From Data Management Console application of BMC Helix Innovation Studio, select Visit Deployed Application > Data Load > Upload New > browse and select the updated spreadsheet.

  5. Select the updated spreadsheet and click Load Data

BMC Helix Platform runs the data load job once again, processes the modified Foundation data, and ignores the already-processed Foundation data. After the data load is completed, open the processed spreadsheet and verify that the Foundation data is successfully processed. 

Foundation data load fails with java.lang.OutOfMemoryError exceptions.

This error occurs due to insufficient Pentaho memory size.

As a workaround, increase the Pentaho memory size by performing the following tasks:

  1. Log in to BMC Remedy AR System server as an AR administrator.

  2. Open the Java-based armonitor.conf (armonitor.cfg) configuration file by navigating to the following location:

    (Windows)  ARSystemServerInstallDir \Conf\armonitor.cfg

    (UNIX)  /etc/arsystem/serverName/armonitor.conf

    The armonitor.conf file is read by the armonitor (armonitor.exe) binary, which runs the commands listed in the configuration file.

  3. For diserver value, enter the Pentaho memory size that is required to load your ITSM Foundation data. 

    The default Pentaho memory size is 1024. The size of ITSM Foundation data and the minimum Pentaho memory required to process the data load is as follows: 

    • If you have 15000 records in Excel spreadsheet, the minimum Pentaho memory required is -Xmx1024m.

    • If you have 50000 records in Excel spreadsheet, the minimum Pentaho memory required is -Xmx2048m.

    • If you have 100000 records in Excel spreadsheet, the minimum Pentaho memory required is -Xmx4096m.

      For example, if you want to load 5000 Company records, 15000 People records, and 10000 Location records, then you do not need to increase the Pentaho memory size. However, if you want to load 5000 Company records, 50000 People records, and 10000 Location records, you must increase the Pentaho memory size to 2048 as the People records exceeds the permitted number of records that can be included in a single Excel spreadsheet. 

Troubleshooting issues while customizing or extending Foundation data

Cannot see the customized or extended Foundation data

This issue occurs because of either of the following reasons:

  • You do not have permissions to access the record fields, that is, the fields that contain additional information about the Foundation data.
    To add permissions to access a record definition or a record field, see Creating or modifying regular record definitions.
  • You have disabled the direct association between Foundation record and regular record (that contains additional information about Foundation data)
    To enable the record association, see Creating record associations.
  • In the view that you want to extend in Foundation view, you selected a mode that is different than the parent Foundation view's mode.
  • You created multiple extension views that point to the same regular record definition. In such case, BMC Helix Platform displays only the oldest view in Foundation view at run time.

Related topics

Loading existing Foundation data from Remedy ITSM

Setting up Foundation data for custom applications

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