Troubleshooting BMC Remedyforce CMDB 2.0 issues

This topic provides troubleshooting tips to resolve issues that you might face when configuring BMC Remedyforce CMDB 2.0 or creating and managing CIs and assets. The issues are organized into the following categories:

Models

The following table describes the troubleshooting tips that you can use to resolve the issues that you might face when managing models.

IssueResolution
The Models option is not available on the Remedyforce Administration > Configure CMDB 2.0 tab.

The Models option is not displayed in the following scenarios:

  • You were using BMC Remedyforce 20.15.02 (Spring 15) or earlier, and have not yet upgraded to CMDB 2.0.
    Starting from version 20.14.01, an enhanced version of CMDB, referred to as BMC Remedyforce CMDB 2.0, is available out of the box for a new installation.
  • You have upgraded from BMC Remedyforce 20.15.02 (Spring 15) or earlier to version 20.15.03 (Summer 15) and are using CMDB 2.0, but you have not selected the Enable Models check box (Remedyforce Administration > Configure CMDB 2.0 > General CMDB Settings).
    For more information, see enabling models.
The Enable Models check box is not displayed on the Remedyforce CMDB > Configure CMDB 2.0 > General CMDB Settings tab.

The Enable Models check box is not displayed in the following scenarios:

  • You were using BMC Remedyforce 20.15.02 (Spring 15) or earlier and have not yet upgraded to CMDB 2.0.
  • You have performed a new installation of BMC Remedyforce 20.15.03 (Summer 15).
    In this case, models are enabled by default in your organization and cannot be disabled.
The Asset Classes option is not visible in the Class Type list.You have not enabled asset management in your organization. For more information, see Enabling asset management.
The CI Classes option is not visible in the Class Type list.You have disabled configuration management in your organization. For more information, see Configuring general BMC Remedyforce CMDB 2.0 settings.
The Class Type list in saved models is always reset to All.

The Class Type list is used only to filter the classes displayed in the CMDB Class list while creating a model. This filtering enables you to easily locate the class for which you want to create the model.

After you save a model, you cannot modify the class.

The Manufacturer Name attribute is not displayed in the Set Attributes section of the Model form.

The Manufacturer Name attribute is not available for selection in the Set Attributes section.

If you enter a value in the Manufacturer field of the model, the Manufacturer Name attribute and the value you have specified is displayed in the Set Attributes section.

The same set of fields are not always displayed in the Model Details window in the Instance Editor.

The fields that are displayed in the Model Details window are based on the fields selected in the Column Headers field set of the Model object (Setup > Create > Objects Model).  However, only those fields that contain values are displayed in the Model Details window.

For example, say that you select the Part Number field in the Column Headers field set of the Model object. The Part Number field is displayed in the Model Details window only for those models in which the Part Number field contains a value.

When a model is selected in the Model Name attribute of the Instance Editor, a few other attribute values are also updated.

When a model is selected for a CI or asset, the Model Manufacturer and other attributes values that are specified in the selected model are also applied to the CI or asset. Therefore, along with the Model Name attribute, other attributes are also updated.

The Model Name field is not populated in the imported records.

To ensure that the Model Name field is populated in imported records, perform the following actions:

  • Select the Enable Models check box on the Remedyforce Administration > Configure CMDB 2.0 > General CMDB Settings tab.
  • Create model records with the appropriate model name. If imported records contain part numbers, add the appropriate part numbers in the Part Number field of the model records.
  • Map the external data source field that contains the model name or part number information to the Model field (data type: Text) in the Base Element object.

For more information, see Applying models while importing CIs and assets.

In imported CIs or assets, a few attribute values that are also imported from the external data source are replaced with other values.

The attribute values of imported records are replaced with other values under the following conditions:

  • Models are enabled in your organization.
  • The external data source field that contains the model name or part number information is mapped to to the Model field (data type: Text) in the Base Element object.
  • The value that is populated in the Model field matches the Model Name or Part Number field value in an existing model record.
  • The matching model defines values that are different from the attribute values that are imported from the external data source.
A model is applied to a CI or instance even though the Model Name attribute is not populated while saving that CI or asset.You might have configured a workflow to populate the Model field (data type: Text) and the value that is populated matches the Model Name or Part Number field value in an existing model record.

Locations

The following table describes the troubleshooting tips to resolve issues that you might face when managing locations.

IssueResolution
The Locations option is not available on the Remedyforce Administration > Configure CMDB 2.0 tab.

If you were using BMC Remedyforce 20.13.02 or earlier, and have not yet upgraded to CMDB 2.0, the Locations option is not displayed.

Starting from version 20.14.01, an enhanced version of CMDB, referred to as BMC Remedyforce CMDB 2.0, is available out of the box for new installations.

The fields that are displayed in the Location Details window in the Instance Editor are not always consistent.

The out-of-the-box list view  for the Physical Location CI class (Remedyforce Administration > Configure CMDB 2.0 > CMDB List View Customization) determines the fields that are displayed in the Location Details window. However, only those fields that contain values are displayed in the Location Details window.

For example, say that you select the City field in the list view for the Physical Location CI class. The City field is displayed in the Location Details window only for those locations for which the City field contains a value.

Although a relationship was created between a location and a CI or asset from the Supporting information section, that location was not populated in the Location attribute of that CI or asset.

From the Supporting information section of the Location form (Remedyforce Administration > Configure CMDB 2.0 > Locations), if a location is linked to an asset or a CI, that location is not saved in the Location lookup field of that instance. Instead, the relationship is displayed only on the Relationships tab of the Instance Editor.

You must manually select a location in the Location attribute.

  

Attribute history tracking

The following table describes the troubleshooting tips to resolve issues that you might face when configuring attribute history tracking.

IssueDescription/Resolution
The Track Attribute History option is not available on the Remedyforce Administration > Configure CMDB 2.0 tab.

If you were using BMC Remedyforce 20.13.02 or earlier, and have not yet upgraded to CMDB 2.0, the Track Attribute History option is not displayed.

Starting from version 20.14.01, an enhanced version of CMDB, referred to as BMC Remedyforce CMDB 2.0, is available out of the box for new installations.

Some fields from the Base Element object are not displayed on the Track Attribute History tabYou cannot configure tracking on the Created By and Modified By fields and on the attributes of the Formula, Roll-up Summary, and Auto-Number data type. Therefore, these attributes are not displayed on the Track Attribute History tab.
The Asset Classes option is not visible in the Highlight fields from list.You have not enabled asset management in your organization. For more information, see Enabling asset management.
The CI Classes option is not visible in the Highlight fields from list.You have disabled configuration management in your organization. For more information, see Configuring general BMC Remedyforce CMDB 2.0 settings.
When you select CI Classes or Asset Classes from the Highlight fields from list, some classes are not visible in the second list.Hidden asset and CI classes are not displayed in the Highlight fields from list. For more information, see Configuring general BMC Remedyforce CMDB 2.0 settings.
Attributes selected on the Base Element Field History page (Setup > Create > Objects > Base Element > Custom Fields and Relationships > Set History Tracking) are not selected on the Track Attribute History tab.

Attributes that you select for tracking on the Base Element Field History page are not automatically selected on the Track Attribute History tab, and vice versa.

Duplicate entries for an attribute are displayed on the Details > Auditing tab in the Instance Editor.You have selected the same attribute on the Base Element Field History page and the Track Attribute History tab.
Custom attributes added to the Base Element object are not displayed on the Track Attribute History tab.

You cannot track history for custom attributes of the Formula, Roll-up Summary, and Auto-Number data type. Custom attributes of these data types are not displayed on the Track Attribute History tab.

Normalization

The following table describes the troubleshooting tips to resolve issues that you might face when normalizing data.

IssueDescription/Resolution

The following errors are generated during the normalization process:

  • Too many queueable jobs added to the queue:
  • Too many dml rows 10001

For information about viewing errors that are generated during the normalization process, see Scheduling and running the normalization process.

You must reduce the number of records that the normalization job processes in each batch. By default, the batch size in a normalization job is 100.

To reduce the batch size of the normalization job, perform the following steps:

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu, select Custom Setting.
  3. In the Action column for Remedyforce Settings, click Manage.
  4. On the Custom Setting Remedyforce Settings page, perform one of the following actions:
    • To create a new custom setting, click New and in the Name field, type NormalizationBatchSize.
      Leave the Sequence Id field blank.
    • If you have previously created this custom setting, click NormalizationBatchSize.
  5. In the value field, type the number of records the normalization job must process in each batch.
  6. Click Save.

Search filters

The following table describes the troubleshooting tips to resolve issues that you might face when using search filters on the Remedyforce CMDB tab.

IssueDescription/Resolution
The Search filter icon on the Remedyforce CMDB tab is not visible to users.

If you were using BMC Remedyforce 20.13.02 or earlier, and have not yet upgraded to CMDB 2.0, the Search filter icon is not displayed on the Remedyforce CMDB tab.

Starting from version 20.14.01, an enhanced version of CMDB, referred to as BMC Remedyforce CMDB 2.0, is available out of the box for new installations.

The Search filter icon on the Remedyforce CMDB tab is visible to users but an error message is displayed when they click the icon.

Verify that the permission set or profile assigned to the users is granted the required access to the new or updated Visualforce pages, Apex classes, objects, and fields for the advanced search filters feature.

For more information, see Searching for CIs and assets in the list view.

The keyword specified in the Search box is cleared when users click the Search filter icon.Users can either perform a keyword-based search or apply specific filter criteria to instances in the CMDB list view. When users apply a filter, any keywords that might be specified in the Search box are cleared and vice versa

General

The following table describes the troubleshooting tips to resolve general issues that you might face when configuring BMC Remedyforce CMDB 2.0.

IssueDescription/Resolution

Before upgrading to BMC Remedyforce 20.15.03 (Summer 15), you had already created custom CMDB classes with the same name as the new asset classes, such as BMC_Laptop, BMC_Mobile, and BMC_Tablet.

After upgrade, the following issues are observed:

  • Class type of existing custom classes is not automatically changed to Asset or Rule Based Asset.
  • The new out-of-the-box asset class is not created in BMC Remedyforce CMDB 2.0. However, the field set associated with the new out-of-the-box asset class is created in the Base Element object.

The BMC Remedyforce upgrade process checks if there is an existing custom class in BMC Remedyforce CMDB 2.0 with the same name as a new asset class.

If a custom class already exists, the following actions are performed:

  • The class type of the existing custom class is not changed.
  • The new out-of-the-box asset class is not created in BMC Remedyforce CMDB 2.0. However, the field set associated with the new out-of-the-box asset class is created in the Base Element object.

    Consider the following points about the field set for custom classes:
    • Any existing custom field set with the same name as the out-of-the-box field set is retained. The custom class continues to display attributes from this custom field set.
    • If there is no existing custom field set for the custom class, fields from the out-of-box field set with the same name are displayed in the Instance Editor.

Rule Based Asset classes

If an existing custom class name is the same as a Rule Based Asset class, you cannot convert that custom class to a Rule Based Asset class. Instead, you must change the class type of the custom class to Asset or CI and Asset. If required, you can also create a new Rule Based Asset class with a different name and define the appropriate rules. For more information, see Managing CMDB classes.

For more information about the rules defined for out-of-the box Rule Based Asset classes, see Rule Based Asset classes.

Asset classes

If an existing custom class name is the same as an out-of-the-box Asset class, you can manually change the class type of existing custom classes to Asset. Perform the following steps after your organization has been successfully upgraded:

  • Manually change the class type to Asset. For more information, see Managing CMDB classes.
    The instances of this class are now stored as assets. You can also leverage the new features that are available for asset classes. For example, the AssetBirthdate, AssetAge, and AssetStatus attributes are displayed in the Instance Editor. In addition, users who are assigned the Asset Management View permission can view this class on the Remedyforce CMDB tab.
  • Display out-of-the-box attributes for the asset class in the Instance Editor by performing one of the following actions:
    • To continue using the existing custom field set for a class, add the fields from the out-of-the-box field set to the custom field set.
    • To use the out-of-the-box field set, move custom fields from the custom field set to the out-of-the-box field set and then delete the custom field set.
      A few out-of-the-box fields in the custom field set might not be available to be added in the out-of-the-box field set.
    For more information, Adding or removing fields on the Instance Editor in CMDB 2.0.

Note: The Specifications tab in the Instance Editor displays attributes from the class-specific field set and the field sets of all of its parent classes (excluding Base Element).

If the position of a custom class in the class hierarchy is not the same as the out-of-the-box class with the same name, the custom class does not display the same attributes on the Specifications tab as the out-of-the-box class.

For example, an instance of the out-of-the-box BMC_Phone class displays attributes from the BMC_Mobile class (such as BYOD and MEID) on the Specifications tab in the Instance Editor.  However, if your existing custom class was created under the BMC_System class, attributes from the BMC_Mobile class are not displayed on the Specifications tab. 

Related topics

Configuring BMC Remedyforce CMDB 2.0

Asset and CI management

Configuring CMDB 1.0

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