Troubleshooting Foundation data issues

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. 

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.