Troubleshooting configuration issues

This section provides information about troubleshooting the configuration.

The following table describes configuration problems and issues that you might encounter: 

Data from the AR System server is not displayed in the BMC HR Case Management

Error description

After successful installation, you log in to the BMC HR Case Management web console. When you try to create new data, such as new cases or new users, you encounter the following error warning in the address bar:

! Unable to translate the group names in the Group List or Assignee Group Field into group IDs: Record Access (ARAWARN 9305).

Steps to perform You must make changes to the configuration of BMC Remedy Mid Tier Configuration Tool:
  1. Log in to your BMC Remedy Mid Tier Configuration Tool as a Mid Tier Administrator.
  2. Select Cache Settings.
  3. Click  Flush Cache.

     Click here to view the screenshot...

    Mid Tier configuration tool

Custom icons for solutions are not displayed in BMC MyIT Universal Client

Error descriptionNot applicable
Steps to perform

To configure the BMC HR Case Management custom icons in BMC MyIT Universal Client, perform the following steps:

  1. Log in to BMC MyIT Admin Console as BMC MyIT Administrator.
  2. Navigate to More > Configuration.
  3. In the list of providers, select HRCM - service catalog pluggable provider.
  4. Select HRCM - service catalog pluggable provider.
  5. Set useExternalIcon value to True.
  6. Click Update settings.
  7. Click Reload providers.

     Click here to view the screenshot...

    MyIT Providers

No search results display after entering a search string into any Search field in BMC HR Case Management and BMC MyIT Universal Client
Error descriptionNot applicable
Steps to perform

To enable search, you must perform FTS reindex procedure on the BMC Remedy AR System Server:

  1. Log in to BMC Remedy Action Request System Server as Administrator.
  2. Open AR System Administration > AR System Administration Console.
  3. Navigate to System > General > FTS Configuration.
  4. For the FTS Agent, select the Enabled check box.

     Click here to view the screenshot...

    FTS Configuration 

  5. Click Close.
  6. Restart BMC Remedy AR System Server.
  7. Log in to BMC Remedy Action Request System Server as Administrator.
  8. Open AR System Administration > AR System Administration Console.
  9. Navigate to System > General > Server Information > FTS tab.
  10. Select the Reindex check box.

     Click here to view the screenshot...

    FTS Server Information

  11. Click Apply and Close.
A network connection error is displayed in BMC HR Case Management
Error description

Cannot establish a network connection to the AR System Plug-In server :<AR Server>(ARERR 8760)

Steps to perform

Restart the BMC Action Request System Server.

eForms are not displayed in a request form in BMC MyIT Universal Client
Error descriptionNot applicable
Steps to perform
  1. Log in to BMC Remedy Action Request System Server as Administrator.
  2. Open AR System Administration > AR System Administration Console.
  3. Navigate to System > General > Server Information > Advanced tab.
  4. In the Default Web Path field, type the web path of BMC AR System Server according to the following format: http://<AR Server address>:<AR Server port>/arsys
  5. Click OK.
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