This documentation supports the 18.05 version of Remedy with Smart IT.

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

Smart IT troubleshooting

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

Value of keys in the entitlement files has spaces in it

Make sure to remove the spaces before and after the string values.

iCloud configuration is not enabled for Smart IT provisioning profile

Open your Smart IT provisioning profile in a text editor. Search com.apple.developer.icloud-container-identifiers key. It should have identifier that you have created under the iCloud containers on Apple development portal. If it is not there, then see the 'Creating an iCloud container' section in the Preparing to re-sign and rebrand Smart IT on Apple iOS topic. 

Bundle identifier is wrong

You need to check the bundle identifier mentioned in the configuration tab of the re-signing project. Also check the bundle identifier in the entitlement files.

Note

Bundle identifier is case sensitive.

Customer is not using enterprise account

Check your Membership information section in the Apple developer portal. It should have your program type information. The Program Type should be Apple Developer Enterprise Program.

Group configuration is not enable for Smart IT

Open your Smart IT provisioning profile in a text editor. Search com.apple.security.application-groups key. It should have identifier that you have created under the App Groups on Apple development portal. If it is not there, then see the 'Creating an App group' section in the Preparing to re-sign and rebrand Smart IT on Apple iOS topic.

BMC Digital Workplace service request is not found in Smart IT

While searching BMC Digital Workplace Catalog service request in Smart IT, if you cannot find it in Smart IT, search the service request in the SBE:Request vendor form. If the service request is not available in the vendor form, that means that service request does not exist. Search by service request ID or by name. In the vendor form, % search does not work.

Test connection failure in Digital Workplace service request

In case of test connection failure in the SBE:ConnectionConfig form of ITSM, check the following log file to find out the failure reason:

arjavaplugin.log

You can also generate a log file for the BMC Digital Workplace requests. For more information, see Working with logs.

Session Time-out is not working

To make the session timeout work properly, add the following code in Smart_IT_Install_Directory/smartit/WEB-inf/web.xml and restart Smart IT:

v2/following/stream string under notRefreshingSessionUrls section

Migrated information is not reflecting in Smart IT

After executing the migration process, click Refresh Metadata of the specific screen view in the Screen Configuration. If you don't click Refresh Metadata, the migration information may not be reflected in Smart IT.

Failure in BMC Remedy Deployment Application

You may get an error message while creating your first package. It is recommended to refresh the information and create another package.

Added custom fields to Asset View are not visible in Smart IT

  • If a field is a part of the AST:Attributes form and if it exists in the AST:BaseElement form as well as in any other asset class (like AST:Printer), it becomes available for customization only for the Generic Area in Smart IT and not for the Type-Specific Area.
  • If you have created a required field in the AST:Attributes form, you need to ensure that it is either present in all the asset classes or there is a mechanism setup for the default value.

The Deployment application is stopped

The filedeployer folder is located under the Smart_IT folder within your Smart IT installation folder. 

Use the following steps if the Java version is updated and the Deployment application is stopped:

  1. Navigate to the SMARTIT_HOME\Smart_IT\filedeployer\conf folder.
  2. Open armonitor.cfg file.
  3. Update the JRE path in the armonitor.cfg file.
  4. Open the command prompt from this location:
    SMARTIT_HOME\Smart_IT\filedeployer
  5. Set the value of the JAVA_HOME environment variable to your JRE installation path.
  6. Run the following command to start the Deployment application:
    • (Windows) filedeployer.bat start 
    • (Linux) filedeployer.sh start
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