This documentation supports the 19.02 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.

Troubleshooting information for provider action

Filter log: You should check the filter log to ensure that the back end filter is executed. The filter log should be enabled in the database folder under the AR Server installation directory (<AR System Administration or Remedy Management console-> Log management>). In server group environment, Filter Log should be enabled on all AR Server.

Console log: Also you can check the Console log to see the fields that have changed while executing the provider action. When any expression is executed, the smartit/app/?debug-1 parameter in the URL displays the result in the Console.

Smartit log: You can check the smartit log for any other error, like provider error. 

Remedy IT Service Management filter: You can also check the filter that you have created while performing the steps documented in the Configuring and adding business logic of provider action in Remedy IT Service Management.

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

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 enabled 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

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

Deployment package failure

If Smart IT file deployer is unable to register the Service with AR, and gets ARERR 90 while making Service UP, the D2P package deployment will not be successful. You need to restart the Smart IT file deployer service for making the deployment work.

Failure in adding new style in the Knowledge Template Style

While adding new style, in the Additional CSS Styling, the limit is set as 255 on the database table column. If it crosses this limit, you get the following error:

MOBILITY_ERROR_INTERNAL_SERVER_ERROR

Please run the alter command in your environment to increase character limit of style column as per your requirement:

Alter table [SmartIT].[SmartIT_Business].[KNOWLEDGE_TEMPLATESTYLE] ALTER Column STYLE nvarchar(<your preferred limit>);

Error in the Update Assignment screen in Android mobile client  

In the Smart IT Android mobile client, Company, Organization and Groups selections are available on a single Update Assignment screen.

When the chunk size exceeds the value specified in Centralized Configuration, the following message is displayed:

Too many entries to display all. Start typing to filter the list.

Error while displaying the primary contact for an asset 

After creating an asset and associating it to a user with any role relationship in Smart IT, if the login ID of this person is removed by using the Change to Non Support or Remove Login ID option in the CTM:People form in Remedy Mid Tier, the primary contact field shows the following error on refreshing the asset in Smart IT:

You do not have permission to view the owner.

Workaround: In Remedy Mid Tier, open the CTM:People form, search for the person whose login ID was removed. Delete the asset relationship from the people profile and add it again.

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