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:
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
This error occurs due to insufficient Pentaho memory size.
As a workaround, increase the Pentaho memory size by performing the following tasks:
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: