This documentation supports the 9.1 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Product extensions

Extensions are installed by the product installer as part of the initial installation. Extensions are skipped during the installation of subsequent applications.

Two extension-related log files, ASI_DriverLog.log and ExtLoader-RIK_Log.log, are generated in the <installationDirectory>\Logs\ExtLoaderLogs folder.

  • An example Windows path is C:\Program Files\BMC Software\BMCRemedyITSMSuite\Logs\ExtLoaderLogs.
  • An example UNIX path is /opt/bmc/bmcremedyitsmsuite/Logs/ExtLoaderLogs.

This topic provides the following sample error messages:

ASI_DriverLog

A sample error message in the driver script is:

Command: SET ATTRIBUTE
Class Name
Namespace (): Class name (): Attribute Name (): Change attribute name?
(F): New
Attribute Name (): Change entry mode? (F): Change attribute limits?
(F): Change
default value? (F): Change attribute characteristics? (F): Change
custom attribute
characteristics? (F):
CMDBSetAttribute results
ReturnCode: ERROR
Status List: 1 items
Status Struct:
Message type: ERROR
Message number: 120004
Message: Attribute does not exist.
Appended: Status

Note

This particular error message is benign and can be ignored; however, you must to investigate other error messages.

Extension loader RIK logs

A sample error message in the install log is:

com.bmc.smbu.install.common.rule.engine.CommandExecutionException:
Exec
command ("C:\DOCUME~1\ ADMINI~1\ LOCALS~1\ Temp\ Utilities\ cmdb\
cmdbdriver.exe" -s rieqvm01-cl2 -u Demo -p notDisplayed -t 0 -x "C:
\Program
Files\BMC Software\BMCRemedyITSMSuiteDK1\rieqvm01-
cl2\Shared_Components\extensions\600-CDMExtensions\200-
ITSM_CDM_Extensions-OSD.txt") returned an exit code of 1, which was
interpreted as
a failure]}]}

Send the BMCRemedyITSMSuiteLogs.zip output file from the temp directory to Customer Support on request. The path to the zipped log appears below the Zip Logs button.

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