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.

Troubleshooting the multi-tenancy update

If the multi-tenancy update utility encounters a condition that prevents it from finishing the updates to a form and its associated data, it moves the form to the Fail status and stops running. The update utility will not process the remaining Pending forms until the condition that caused the update to fail is corrected and the updates are applied to the failed form and its data.


Starting with Service Pack 2 of BMC Remedy IT Service Management, the update utility executes all pending forms even if a form update fails.

If a form fails, you must investigate why the multi-tenancy update utility stopped running and correct the problem. In most cases, you can determine the cause of the failure by reviewing either the Filter log or the SQL log on the BMC Remedy AR System server. After you correct the problem, you need to restart the update utility.

The following procedure describes a best practice method for investigating a failed form.

To troubleshoot the multi-tenancy update

  1. On the BMC Remedy AR System server, turn on filter and SQL logging.
  2. Open the Application Maintenance console.
    1. On the IT Home page, click the Application Administration Console link.
    2. Click on the Custom Configuration tab. 
    3. Expand the Foundation list. 
    4. Expand Advanced Options list. 
    5. Click on Application Maintenance console. 
  3. Find the entry in the Application Maintenance console with the status of Fail, as described in Investigating multi-tenancy update processing issues, then reset the status of the record to Pending.
    To do this:
    1. In the Application Maintenance console table, select the record with the Fail status.
    2. Click Reset to Pending.


      The Reset to Pending button is only available when the selected record is in the Fail status.

  4. On the Application Maintenance console, click Run to start the multi-tenancy update workflow on the record that you reset.

    When the workflow finishes running against the selected record, the record returns to the Fail status and the processing stops.
  5. Review the filter and SQL logs to determine and then fix the cause of the failure.
  6. After you fix the problem, repeat steps 3 through 5 until the update completes with a status of Successful.
  7. Turn off filter and SQL logging.
  8. Restart the multi-tenancy update utility manually.
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