Note

 

This documentation supports the 20.19.01 version of Remedyforce.

To view the latest documentation, click here

Troubleshooting the BMC Remedyforce integration with BMC Client Management

The following table lists the issues that might occur when you integrate BMC Remedyforce with BMC Client Management, and the solution that you must apply to resolve the issue.

Issue

Solution

When users perform a direct action on a device from the enhanced UI in BMC Remedyforce, a read time-out error message is displayed.

Increase the session time-out value in the BMC Client Management configuration file.

When users perform a direct action on a device from the enhanced UI in BMC Remedyforce, the access denied error message is displayed.

Ensure that the BMC Client Management External Integration user that you have configured on the BMC Client Management Integrations Settings page can access the device.

The device on which users are performing an action is not reachable.

Ensure that the device is running and the BMC Client Management Agent service is running on the device

Users in BMC Remedyforce cannot perform actions on BMC Client Management devices

Verify that users in BMC Remedyforce are administrators in BMC Client Management and have appropriate access to the devices

On the BMC Client Management Integration Settings page, if you select the Enable enhanced UI for BMC FootPrints 11.7 and BMC Client Management 12.0 and later check box and save your settings, the check box is cleared.

Ensure that you have enabled the Web Service Module on the BMC FootPrints Asset Core 11.7 or later server. For information about enabling the Web Service Module, see step 1.

If enable the enhanced UI in BMC Remedyforce and then unload web services on the BMC Client Management server, clicking the Test Connection button or the Save icon on the BMC Client Management Integration Settings page displays the following error message:

Error occurred when trying to connect to BMC Client Management. Unable to tunnel through proxy. Proxy returns "HTTP/1.0 503 Service Unavailable".

Note: This error message is displayed even if you clear the Enable enhanced UI for BMC FootPrints 11.7 and BMC Client Management 12.0 and later check box.

On the BMC Client Management Integration Settings page, in the Server Port box, change the port number for communicating with the BMC Client Management server.

Note: You must ensure that the SSL certificate installed on the port number that you specify is certified by a CA (Certificate Authority).

When BMC Remedyforce users search for a device or perform any action in BMC Client Management, the following error message is displayed:

The administrator could not be found.

Users must verify if their BMC Client Management user name has changed. To resolve this issue, in the BCM Login ID field on the Users page, users must delete their BMC Client Management user name. The next time users search for a device or perform any action in BMC Client Management, the authentication dialog box is displayed.

Incidents are not being created.

Check for the entry starting with CreateRemedyIncident in the mtxagent.log file. The mtxagent.log file is available in the folder where you have installed BMC Client Management.

You can use the message with the entry to understand the reason of not being able to create incidents. For example, you might have configured a validation rule that is not allowing BMC Client Management to create incidents.

In the Remedyforce Console tab, when a staff member selects a CI or asset from theConfiguration Item / Asset field, in the Select from Configuration Items > Client Managementtab, the following exception error is raised:

System.QueryException: Non-selective query against large object type (more than 100000 rows)

Raise a case with Salesforce to create a custom index on the Assembly ID field of the Base Element object.

While executing the binary file, the follwoing error is displayed.

 Failed to remove file (<file_name_with_path>)
Close the BMC Client Management console if it is already running and then execute the binary file again.

While performing the File System, Remote Control, and File Transfer actions from the BCM Actions menu, the following error is displayed.

Not Found.
The actions are not supported if you have BCM 12.8 Patch 2 or later and Remedyforce version earlier than 20.19.01.

Related topic

Integrating

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