This documentation supports the 18.11 version of BMC Helix Innovation Suite. 
To view an earlier version, select 18.08 from the Product version menu.

FAQs and additional resources

This topic provides information that supplements the BMC Helix Innovation Suite documentation.

Frequently asked questions

This topic provides answers to frequently asked questions (FAQs) about BMC Helix Innovation Suite.

  What can you do by using Sandbox?
  • Design and develop your innovative ideas
  • Build tailorable definitions for your app so that it can be safely customized by your end users
  • String together the UI of your application
  • Define your data model and relationships
  • Configure and tailor existing apps using BMC Helix Innovation Suite
  • Create new workflows, processes or UI using designers
  • Design and develop new custom components
  How do I set account usernames and passwords?

When you first request a Sandbox (on the Developer Portal), you are provisioned two accounts, developer account and administrator account. By default, the developer account is developer and administrator is admin (as shown in the image below). You can specify the account names and passwords.


You can changes the usernames for these accounts and specify the passwords for these accounts. The passwords you specify must meet the following criteria:

  • Passwords must consist of at least one uppercase character and at least one lower case character.
  • Passwords must consist of at least one numeric value.
  • Passwords must consist of at least one special character (any of the following special character ~!@#$%^&*_-).
  • The length of the passwords must be between 8 to 30 characters.

  If I am a BMC customer, do I need to sign-up for the Developer program?

Yes, you still need to sign-up for the program to ensure you benefit from the exclusive Developer content and the Personal Sandbox that will be available only as part of the program.

  Do I need to be an existing BMC Customer or Partner to be part of the program?

No, that is not a pre-requisite to sign up for the program.

  Can I deploy the application I built in the sandbox into production?

The personal sandbox you get is only a Development Environment. This does not have a Production Environment with a run-time available to deploy applications in the cloud at this time. 

  How long do I have access to the sandbox?

You have unlimited access to the sandbox as long as you use it. The sandboxes will be reclaimed by BMC if there is a week's worth of inactivity. You will have to request a new sandbox once your sandbox has been reclaimed.

  How do I reset developer password?

You can reset the developer password by using Sandbox details page.

  1. On the Sandbox details page, navigate to Manage Your Sandbox > RESET PASSWORD, click RESET PASSWORD.
  2. Select Innovation Suite Developer, enter the new password, and reset the password.

The following image shows the Manage Your Sandbox section:

  How do I set the required language for Innovation Studio?

BMC Helix Innovation Suite supports the following languages:

  • German (de)
  • Japanese (ja)
  • Russian (ru)
  • Spanish (es)
  • French (fr)
  • Italian (it)
  • Korean (ko)
  • Brazilian Portuguese (pt-br)
  • Chinese (zh-cn)
  • Swedish (sv)
  • Dutch (nl)

The following table describes how users can select the required language from various browsers:

Browser Operating System Steps to change the language
Google Chrome Windows, apple MacOS Open Settings, search for language settings, and add the required language.
Mozilla Firefox Windows, apple MacOS Navigate to Open Menu and click Options. Search for language settings and add the required language.
Edge Windows

In Control Panel, in the Clock, Language, and Region option, add the required languages in the order of preference.

You must download the install pack of the added languages and then restart the computer.

BMC Helix Innovation Suite also provides localized error messages in the supported locales.

  How do I reset Foundation Data user password?

You can reset the Foundation Data user password by using BMC Helix Innovation Suite.

  1. Log in to BMC Helix Innovation Suite as a developer.
    For more information about the roles and their permissions in BMC Helix Innovation Studio, see Roles and permissions.
  2. On the Administration tab, click Administration > Foundation Data > Manage People > All People.

  3. Select the user for whom you want to change the password, click Edit, and navigate to the Basic tab.
  4. On the Basic tab, click Access Details.
  5. In Password, enter the new password, and click Save.
  How do I unlock an account?

If you encounter the error ERROR 624 User account locked, when you login to BMC Helix Innovation Studio, navigate to he Sandbox details page, and click Unlock Account.


  How are test metrics calculated for Innovation Suite Cognitive Service?

Example of how cognitive test metrics are calculated

You have created a data set to test whether BMC Helix Innovation Suite Cognitive Service can categorize appropriate service requests in Category A and Category B. The following table indicates the number of expected and predicted categories:


Expected Category A Expected Category B Total Predictions of expected categories
Predicted Category A 8 4 12
Predicted Category B 2 6 8
Total predictions for A and B 10 10 20

Based on the above results, the accuracy, precision, recall, and F-score for Category A and Category B are calculated as shown in the following table:

Test metrics Category A Category B
Accuracy 8/10 = 0.8 6/10 = 0.6
Recall 8/10 = 0.8 6/10 = 0.6
Precision 8/12 = 0.67 6/8 = 0.75
F-score 2* (0.80*0.67)/ (0.80 + 0.67) 2* (0.60*0.75) / (0.60 + 0.75) = 0.66

The consolidated results for BMC Helix Innovation Suite Cognitive Service for Category A and Category B are calculated by using the weighted macro average as shown in the following table:

Test metrics Formula Result
Accuracy 10/20*0.80 + 10/20*0.60 0.70
Recall 10/20*0.80 + 10/20*0.60 0.70
Precision 10/20*0.67 + 10.20*0.75 0.71
F-score 2*(0.70*0.71) / (0.70+0.71) 0.70

Note

For multi-class categories, Accuracy and Recall that is computed for each category and the consolidated calculation for BMC Helix Innovation Suite Cognitive Service are the same.



  What do I do when I get the error 'You are not authorized to access Innovation Studio?'

If you encounter the error You are not authorized to access Innovation Studio when you log in to BMC Helix Innovation Studio, use your developer account to log in. This error occurs when you try to log in to BMC Helix Innovation Studio by using an administrator account.

  What do I do when Innovation Studio locks constantly?

If you encounter the following error even if you do not have any failed login attempts:

ERROR (624): User account locked out due to too many failed login attempts. Please contact your Administrator.; developer

In this case, you should create a new account in BMC Helix Innovation Studio and use the account for development. To create a new account, perform the following steps:

  1. Log in to BMC Helix Innovation Studio.
  2. Navigate to Administration > Configure My Server > People > Manage User Accounts.
  3. Create a user with Administrator permissions and a fixed license.
  How do I access database record and transaction record in a process?
  • To access the transaction record of a rule, you can use record as the process input, and have rule call process and pass the transaction record. See Working with rules.
  • To get the database value of a record, you can use Get Record action, and access the database value using the activity results of the Get Record action. See Get Record action.
  How to use transaction (TR) field or DB field in rule qualification?
In rule qualification, you can use the function NEWVALUE() for TR field and the function OLDVALUE() for DB field. See Working with rules .
  How do I create display only field to store action results?

You do not need the display only field to store the activity results. In a process, you can get the activity results in the following ways:

  • You can use the expression ${activityResults.<activityGUID>.xxx> to access an activity output.
    All activity results are stored in the process context and can be accessed anywhere.
  • If an activity is not executed, you get an empty value.
  • If an activity returns a record (that is Get Record Service Task), only the record identity (record ID and record definition name) is persisted to the process context. Record field values are not persisted to the process context.
  • If you access field values of Get Record Service Task, you get the latest database value of the record. See Get Record.
  • You can use the activity Output Map to store activity result in a process variable.
  How does a process transaction works in process runtime?

When a process is started through an API (Record API triggers rule, which starts the process or Start Process API), process transaction starts at the REST APIs.

The process transaction joins the API transaction and the process runs till its completion or it is goes to a wait step. Wait steps are User Tasks or Receive tasks. When the process reaches a wait step, it persists all the transaction values and returns from the wait state. When the process resumes the execution from a wait step, the process transaction continues till it completes or reaches the next wait step. The records, signal inputs, process operations, process context, and the wait state information are all persisted in one transaction.

For more information on APIs, see API documentation.

For more information on User Tasks and Receive tasks, see Activities.

  How are process instances managed?

Process instances are managed by the platform and third party process engine Activiti. The platform manages process context and Activiti engine manages process instance state information.

  • Process context consists of process variables and process activity results.
  • Process instance state information consists of process current activity, start time of a process, and end time of completed process activities.

For process context, there is a form to store active process instances, and a form to store completed process instances. The archive policy of completed process instances is that all completed process process instances are moved to an archive form after three months. Process instance state information follows the similar pattern.

  How does a process instance resumes from User Task?

The condition to resume a process instance from User Task is specified in the Completion Criteria property of User Task (process designer element).  Completion Criteria specifies the condition when the user task is considered as complete. The condition is an expression that evaluates fields of a task record.

  • The platform service EntryEventNotificationService is used to monitor registered record events. User Task uses EntryEventNotificationService to monitor the task completion. Records that need to be monitored are registered in the Entry Event Registration system form and the Notifier Listening field is set to true.


  • When a record event occurs, the EntryEventNotificationService evaluates the record instance condition and if the condition is true, the Pending Notification flag is set.
  • A background thread notifies event listeners of all pending notification records with the Notification Information provided by the record event register. When the listener is notified, the record event is cleaned up from the registration form and the Notifier Listening flag is reset. Event listeners are notified by a separate pool of threads where the pool size can be configured.
  Where are my overlay objects?

To make the platform operational in varied customer environments, the way you customize objects in core BMC applications has changed from 17-02 onwards. You can customize the objects developed in your own applications, but you cannot customize the objects developed in com.bmc.arsys. For example, objects in core BMC applications like Foundation, Approval, and Assignment cannot be customized. You cannot customize the record definitions by updating the permissions or adding security labels, adding or updating record fields, and so on. Therefore, you must delete the customizations and then perform the upgrade the BMC Helix Innovation Suite. If you attempt to customize any objects developed in core BMC applications, you encounter the following error message:

If you attempt to customize any objects developed in core BMC applications, you encounter the following error message:

  Why are the required Default Tenant field values displayed empty?

In BMC Helix Innovation Suite, you may find the required fields of the Default Tenant (Administrator > Configure My Server > Manage Tenants) such as Domain Identifier and Virtual Host Name are empty. This is because the default tenant fields are imported during the platform creation and when you use tools such as data import there is an option to not trigger the required field check.

  I am unable to export a licensed application that includes definitions and data? What do I do?

If you are working on a dedicated system, ensure that you have assigned the application license to yourself using the Foundation Person UI. For more information, see Creating or modifying Person data.

  I am unable to see my licensed application. What do I do?

To see a licensed application, you must have that application license assigned to you using the Foundation Person UI. For more information, see Creating or modifying Person data.

Application upgrade FAQs

  How do I enable logging for applications that are created by using BMC Helix Innovation Suite 17.02 or earlier?

The logs for applications created using the BMC Helix Innovation Suite SDK 17.02 or earlier are stored in the arextension.log file located at the following location:

  • Windows<ARSystemInstallDir>\Arserver\Db
  • UNIX<ARSystemInstallDir>/Arserver/Db

By default, only error messages are logged. If you want to log all messages (debug, info, warning, and error), you must change the log level to debug in the logback_server.xml file. The following configuration enables debug log level:

<logger name="com.bmc.arsys.server.extension.impl.LogServiceImpl"
      level="debug" additivity="false">
      <appender-ref ref="AlwaysOnLog" />
      <appender-ref ref="ExtensionLog" />
</logger>

Note

When you make changes to the logback-server.xml file, you do not need to restart the Remedy AR System server. After making the changes to the logback_server.xml file, you must reload the file by using the Reload Log Conf File option in the Server Information form on the Log Files tab.

The logback logging framework provides this logging functionality.

Additional resources

The  Developer community site provides information outside of the BMC Helix Innovation Suite documentation that you might find helpful. 

The Securing BMC Helix Innovation Suite against web and CSRF attacks topic provides information about the WhiteHat Sentinel PE security penetration testing and protection against CSRF attack vulnerability.

The following BMC sites provide information outside of the BMC Helix Innovation Suite documentation that you might find helpful:

  • BMC Helix Innovation Suite Product Support  
  • BMC Helix Innovation Suite subscription
  • BMC Helix Innovation Suite community
  • BMC Helix Innovation Suite Knowledge Base
  • BMC Helix Innovation Suite YouTube playlist  
  • BMC Helix Innovation Suite marketplace
  • BMC Helix Innovation Suite podcasts
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