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 validation process errors

The dataload job stops responding during the validation steps because of issues related to reconciliation of CIs and non-CI jobs, incorrect server entries, or license compliance issues. Follow the guidelines and troubleshooting steps to avoid validation process errors.

Diagnosing an issue

When you create and run a dataload job for the first time, the system uses the data from a job template to create new records on the target forms. Data management supports data updates only for the CTM:LoadPeople form.

If you try to update the data on the forms for which the data update is not supported:

  • For certain forms, the system overwrites the data and replaces the earlier field values with the values provided in the update. If you want to update data on such forms, you must provide values for all the form fields irrespective of whether you want to update those fields.
  • For the forms listed in the list of Create Only forms table, the data is only created and not updated. These forms are marked by a Create Only flag, which is displayed in the Steps panel of a job record when the Validate and Promote steps are created for a job.

For the validate process, when you run a dataload job, the data is automatically validated before the data is promoted. Each validate step represents the validation of data for the staging form. The validation of foundation fields for transactional records against the staging data is possible only when both are contained within the same job and are for the same company. If separate jobs are created for the foundation fields and the related transactional data, then you must promote the foundation data first, and then validate the data against the target Remedy IT Service Management forms. For the validation step to run successfully, enable the escalations on the Remedy AR System server.

Gathering logs and error details

The validate step error details are available in the following locations:

  • Load form—Click View Data and double-click the validate step to display the staging form. If an error message is displayed, open the staging form to view the errors that are displayed in the Error_code and Error_message files. For example:
    • CTM:LoadPeopleOrganization
    • RKM:LoadKnowledgeArticleManager
    • CTM:LoadPeople
    • COM:LoadCompany
  • CAI:Events form
  • The Error Management console—Errors found on the staging forms are flagged. For more information about fixing the errors, see Managing data errors.
  • ARerror.log file—Lists the errors for the validation and promotion steps.

Troubleshooting license compliance errors

Issue symptom

An error message is displayed during the Load People Promote step process.

Issue scope

When you do not have sufficient licenses.

Resolution

You can load users into the system only if you have sufficient licenses. To fix the license compliance issue, you must perform one of the following steps: 

  • Add the required licenses 
  • Only load those users who have sufficient licenses

Troubleshooting the issue when the dataload process stops responding during the validation step

Issue symptom

The dataload stops responding during the validation step.

Issue scope

While running a dataload job, the escalations on the Remedy AR Server are disabled, which interferes with the validation step.

Resolution

Follow the steps give in the Prerequisites to updating target values using the data wizard topic.  

Additionally, enable the escalations by performing the following steps: 

  1. Open the AR System Administration Console. 
  2. Select System > General > Server Information. 
  3. Clear Disable escalations.
  4. Click OK. 
  5. Restart the BMC Remedy AR System server.

Troubleshooting validation errors related to non-CI jobs

Issue symptom

The validation errors related to non-CI jobs are displayed.

Resolution

Review the validation errors using the Error Management Console. Correct the spreadsheet or data errors and run the job again from the step where the error occurred. If you have many errors to fix and want to cancel the job (for example, Knowledge load, People load, Foundation load), ensure that:

  • For the data that is not promoted to the target form, load the same data from the spreadsheet to a new job.
  • If some records were already promoted, remove the promoted data from the spreadsheet and then load the rest of the data to a new job.

Troubleshooting validation errors related to CI jobs

Issue symptom

The validation errors related to CI jobs are displayed.

Resolution

The validation errors related to CI jobs cannot be fixed and re-run from the Error Management Console. The validation step waits for the reconciliation job to complete and displays the related errors. If the job is stuck in the validation step, check the reconciliation logs. Cancel the job and load the data with a new job after you fix the data or reconciliation issue.

For example, if you load a how-to knowledge article with an incorrect site information, perform the following steps if the job fails:

  1. Double-click or select View on the validate error and identify the form.

    (Click the image to expand it.)


  2. Copy the staging form name and navigate to the form.

    (Click the image to expand it.)
  3. In the Job ID field, enter the required job ID and check the Error Flag marked as Yes in the Error Flag column.

    (Click the image to expand it.)


  4. Based on the error message, check the spreadsheet for incorrect site names.

Resolutions for common errors

Consult the following table for workarounds to common issues.

Issue symptomResolution
The CAI:Events form displays an incorrect server target name.

Verify that the Server-Name field has the correct server target name:

  • Modify the ar.cfg (Windows) or ar.conf (UNIX) file.
  • On the server where the dataload is trying to validate or promote, change the value of the Server-Name field to the server target name.

  • Verify that the CAI:Application Registry form has a record with the Registry Name as BMC Remedy Data Management.
  • On the Connection tab, set the server name to the server where the dataload is trying to validate or promote.
  • Delete all the dataload DLD records from the CAI:Events form.

  • For TMS records, if the task group templates are not used in Change Management, create a backup of these records and then delete them. Additionally, if there are other records like Service Request Management, create a backup of these records and then delete them.
  • The CAI:Events form must be updated and complete.
The Wait Before Execution option on the validate step does not get deleted and the status continues to be In Progress.

In case of CI load, ensure that the reconciliation job is complete.

Verify the reconciliation job times to ensure that they are not set at the same time to run; otherwise, the reconciliation process is delayed.

The foundation data load process stops responding during the validation step.Verify the Escalations are running on the environment
The validate and the promote step remain in a Queued status while the UDM job completes.

When starting the job, ensure that the value of the Max Entries Returned By GetList setting on the Remedy AR System server that you are connecting to, is equal to or higher than the count returned by the following query:

SELECT COUNT(*) FROM DMT_SYS_SequencingEngine
WHERE Parent_Job_GUID = 'DO NOT REMOVE'


Additionally, when starting a job, the DMT:DJB:RUNJOB_100`! active run triggers a push to the DMT:SYS:SequencingEngine form to build the required sequencing records. The Max Entries Returned By GetList setting determines the maximum number of records that will be targeted by such a push field action. So, do not set the value too low as this causes the build process to fail.

Related topic

Troubleshooting dataloads

Knowledge Article number 000163210

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