This documentation supports the 1.5 version of Remedy with Smart IT.

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

General troubleshooting in Smart IT

This topic contains troubleshooting tips for issues you might encounter in Smart IT.

Updating hierarchical changes on the social database

BMC Remedy IT Service Management (BMC Remedy ITSM) version 9.1 introduced support for hierarchical row level security (RLS). This feature allows users to define a hierarchy of companies or support groups so that BMC Remedy ITSM users can only be a member of a parent support group or company to view data, instead of being added to each support group or company.

Starting in the Smart IT 1.3 Service Pack 1 release, Smart IT enabled the same capability in the social update feeds that appear on the Smart IT dashboard. Enabling this capability creates activity feed records in the social Mongo database using the current support group and company values and their current parents.

This document describes the issues if the existing hierarchy structure for support groups or companies is changed. This can be a result of an organizational restructuring of the company.

If the parents for existing support groups or companies are changed, then the BMC Remedy AR System server automatically updates all of the data in the BMC Remedy AR System server with the new parent structure. However, because this process is done in the background, the data updates are not passed to the social databases. 

Follow the steps described to clear data from the Mongo database. Then, run the onboarding utility for social to recreate the activities and update feed data with the appropriate row level security groups.

Note

This information is applicable to users who have changed or edited their hierarchical company model in Remedy 9.1

Applying RLS changes to Smart IT

Currently Smart IT does not proactively update the changes to the RLS changes when the top level company is changed or updated. You must recreate the Smart IT Social database stored in mongo DB by re-running the onboarding utility.

To apply RLS changes to Smart IT:

  1. Remove the existing records:
    1. Login to mongo shell
    2. Run below commands
      use social;
      db.activities.remove({"feedObj.feedType":{$nin:["microblog","MICROBLOG"]}});
      db.subactivities.remove({"parent.feedType":{$nin:["microblog","MICROBLOG"]}})
  2. Re-run the on boarding utility
  3. Rerun onboarding using the following command:
    onboarding.bat -x <<AR-SERVER>> -u <<AR-ADMIN-USER>> -p "<<AR-PASSWORD>>" -t 0 -T 000000000000001 -ssn <<MONGO-HOST>> -ssp 27017 -ssd social -ssdu <<MONGO-USER>> -ssdp <<MONGO-PASSWORD>> -o all

Note

System events generated by Smart IT and not stored in BMC Remedy ITSM will be lost after you re-run the onboarding process.

Service request templates do not appear

If you cannot see a service request template for a customer, check the following items:

  • Does the customer's People record include a login ID? The Smart Recorder uses the customer's login ID to show available service request templates for that person. For more information about this requirement, see Login ID requirements for service requests in Smart IT and Configuring People information.
  • Is the customer entitled to see the service request template? For more information about service request entitlements, see the Creating service request link under the Related topics heading here.

Activity and Updates feeds do not work in the Solaris environment

Ensure that the client-server time difference is no more than 10 minutes.

Error when creating an outage in the universal client

If the following error message is displayed when you try to create an outage for an asset, ensure that assignment rules are defined for the company to which the asset belongs:

com.bmc.bsm.myit.providers.ProviderException:
com.bmc.bsm.arfoundation.errorhandling.
ArFoundationException:com.bmc.bsm.mobile.
errorhandling.
MobilityException:

{"error":"MOBILITY_ERROR_PROCESS_RETURNED",
"errorCode": 1002,
"defaultMessage":

"Application Error: A process on the data server
returned an error.",
"additionalMessage":"Create",
"detailMessage":"ERROR (2151036):
; The Assignment
fields: Support Company, Support Organization,
Assigned Group
and Assignment is set from are required.
Select the Assignment using the Assignment is set
from selection method.",
"ARConnectionProblem":false}

Accessibility of rich text field formatting in knowledge articles

Accessibility users trying to create knowledge articles cannot access the text formatting bar in rich text fields by using the Tab key.

To access the formatting bar:

  1. Tab to a rich text field.
  2. Press Alt+F10 to access the formatting toolbar.

  3. Tab to each section of the toolbar.

  4. Use arrow keys to access each item in a section.

Performance issues in the Ticket Console

When you use some filtering options in the Ticket console, such as All Open, you might experience performance issues.

To improve performance:

Custom fields and actions not visible on mobile clients

If you add a field using Screen Configuration, the field is not immediately reflected on mobile clients. Smart IT is also not auto-refreshed when actions (URL/provider/global actions) are added or removed using Screen Configuration.

To resolve this issue, refresh the metadata on mobile clients. On Android, press the Back button to exit Smart IT, and then relaunch the application. On iOS, press the Home button to run Smart IT in background mode, and after 10 minutes, relaunch Smart IT to refresh the metadata. Alternatively on iOS, double-tap the Home button and exit Smart IT by sliding it. Then relaunch Smart IT to refresh the metadata.

Error when creating a problem investigation or known error

The following error might be displayed while creating a Known error:

ARException: ERROR (307): Required field can not be blank is displayed.

This issue occurs if you make a field required only in the PBM:ProblemInterface_Create form, but not in the related known error and problem forms that share that field. Instead of making a field required in the PBM:ProblemInterface_Create form, make it required through the Configuration screen in Smart IT.

Changing the Apache Tomcat server port does not update Social URL port number

Before upgrading to Smart IT 1.1 or later, when you update the port of the Apache Tomcat server port number, the Social URL is not updated with the correct port number.

To update the Social URL with the new port number, manually update the Social URL value in the following files after the Smart IT upgrade: 

  • tomcat/external-conf/connect.properties
  • SHR:SHR_KeyStore form on BMC Remedy ITSM
  • social/config.js

Email Engine Rules do not work properly

(BMC Remedy ITSM 9.0.01 and previous versions) After you install Smart IT with the option to remove leading zeros from ticket IDs, Email Engine Rules might not work properly.

To resolve this issue, add leading zeros back to ticket IDs. For more information, see KA418445 in the BMC Support Knowledge Base. Contact BMC Support if you have any questions. 

Unable to view and approve change requests that are submitted for approval

As a change request approver, you must have permission to view and approve change requests in Smart IT. You will not be able to view and approve change requests in the following scenarios:

  • You belong to a company, but have received a change request for approval from another company. You do not have permissions to the other company.
  • You do not have the hierarchical group permissions to access change requests created by other support groups of the same company you belong to. (BMC Remedy ITSM 9.1 specific)
  • You do not have permissions of a change agent, but you were added as an Ad hoc approver for a change request.

Depending on the reason for not being able to view and approve change requests, ensure that the Administrator provides you access to the following:

  • Other company and the specific support group of that company.
  • Hierarchical group permission to the specific support group of your company. 
  • Permissions of a change agent.

Irrespective of the permissions required to approve change requests, you can still approve them through Approval Central in BMC Remedy ITSM.


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