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Troubleshooting the post-installation issues

This topic explains issues that you might encounter after upgrading or installing BMC HR Case Management.

The HRCM-ITSM Sync Console link is missing

The HRCM-ITSM Sync Console link might not be displayed in the Quick Link Sessions on a BMC Remedy AR System Server in one of the following cases:

  • If you are upgrading BMC HR Case Management to version 4.7 as a part of upgrade with BMC Remedy IT Service Management on a single BMC Remedy AR System Server
  • If you are integrating BMC HR Case with BMC Remedy IT Service Management on remote BMC Remedy AR System Servers

Depending on the reason of this problem, follow the provided instructions:

 After upgrade to 4.7

Note

This fix is not required when upgrading from fresh 4.6 SP1 to 4.7.00.

After upgrade from 4.6.00 to 4.7, the HRCM-ITSM Sync Console link is not seen in Quick Link Sessions section on BMC Remedy AR System Server. Perform the following steps to display the HRCM-ITSM Sync Console link:

  1. Log in to BMC Remedy AR System Server as an Administrator.

  2. Type the URL http://<host>:8080/arsys/forms/<sub_domain_name>/SHARE:Application_Properties. The SHARE:Application_Properties form opens in BMC Remedy AR System.

  3. In Property Value in SHARE:Application_Properties form, change the BMC HR Case Management version from 4.6.00 to 4.6.00.001.

  4. Run BMC HR Case Management 4.7.00 installer, and install it again. For details, see Upgrade BMC HR Case Management to 4.7 v4.7.

  5. Perform the flush cache in BMC Remedy Mid Tier Configuration Tool. 

Upon integration with a remote BMC Remedy AR System Server

If you do not add the AR Distributed license to the BMC Remedy AR System Server where BMC HR Case Management is installed, the following happens:

  • The installation or upgrade of BMC HR Case Management completes with a warning:

    LOG EVENT {Description=[Execution of statement delegate returned a warning return code 2],Detail=[RIK load application command file C:\Program Files\BMC Software\BMCHRCaseManagement\Workflow\post_install\upgrade_from_4.6.00.001_to_4.7.00\integrations\fndhrs\workflow\en\adf_fndhrs.xml returnCode= 2]}
  • The HRCM-ITSM Sync Console link is not displayed in the Quick Link Sessions on the BMC Remedy AR System Server.

Perform the following steps:

  1. Add the AR Distributed license license to the BMC Remedy AR System Server where BMC HR Case Management is installed.
  2. Add the AR Distributed license license to the BMC Remedy AR System Server where BMC IT Service Management is installed.
  3. Re-run the BMC HR Case Management installation.
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