This section provides resolutions to system issues that you might encounter when working with the BMC Remedy ITSM suite.
The following topics are provided:
- Troubleshooting BMC Atrium Service Context
- Troubleshooting the Hub and Spoke capability
- Troubleshooting server group settings required for BMC SLM and Collectors
- Troubleshooting the installation
- Troubleshooting Data Management
- Troubleshooting the multi-tenancy update
- Troubleshooting Process Designer
- Troubleshooting the Archiving process
- Troubleshooting the Overview console
- Troubleshooting the online help
- Working with error messages
- Working with logs
- BMC Remedy ITSM Maintenance tool
- Support information
- Troubleshooting the BMC Remedy Deployment Application
- Troubleshooting Smart IT
- Troubleshooting issues for BMC Remedy Smart Reporting user sync utility
Knowledge-based articles can also provide troubleshooting information. Authorized users can log in to the BMC Knowledge Base and perform a search for articles.
Troubleshooting BMC Remedy Action Request System components
The links in the following table take you to the BMC Remedy Action Request System documentation space.
This section provides information about responding to errors caused by failed processes, and fine tuning your BMC Remedy AR System installation.
Collate information about BMC Remedy AR System components before you contact BMC Customer Support.
Use the various tools provided by BMC Remedy AR System to collect diagnostics such as:
Use the files and forms created by BMC Remedy AR System to identify issues with installing, migrating, and upgrading.
Interpret errors and warning messages to identify and resolve the cause of an error.
Configure logging for BMC Remedy AR System and the following components:
Understand the logging options provided by BMC Remedy AR System to verify the operations being performed and identify the operations that cause an error.
Activate logging to debug workflow and Identify errors in various logs such as server error log and DSO logs.
Locate error message descriptions and possible workarounds.
Search the BMC Knowledge Base on the BMC Support Central website, which contains solutions to known problems and common questions.
Analyze and troubleshoot performance issues.
Resolve issues with missing DLL files.
Understand Full Text Search (FTS) and SQL logging to troubleshoot Full Text Index.
Identify various plug-in related issues and perform checks to resolve them.
Understand the files and directories to use while troubleshooting issues with BMC Remedy Email Engine.
Troubleshoot mid tier issues such as out-of-memory exceptions and attachment issues.
Understand BMC Remedy Approval Server configuration file settings, and identify and resolve approval server issues.
Identify BMC Remedy Developer Studio limitations and understand the Preferences tab.
Use the environment variable DEBUG_JIT to resolve BMC Remedy Data Import Tool installation issues.
Test a flashboard and resolve common issues with BMC Remedy Flashboards.
Identify components to use while troubleshooting Java based encryption.
Troubleshoot common issues with BMC Atrium CMDB
Set up alerts and alert logging to diagnose problems with alert activity.
Locate the issues and possible resolutions for BMC Remedy SNMP Agent related issues.
Troubleshoot Distributed Server Option errors and performance issues
Understand the files for BMC Remedy Assignment Engine files and configure its classic version