Troubleshooting Smart IT customization migration utility
When you use the Smart IT customization migration utility, you might face issues while migrating the customization and provider action from the earlier version database tables to the new version Remedy forms. Use this topic to understand and resolve the problem or to create a BMC Support case.
- After running the utility, the fields are not migrated from the old database to the new forms.
- After the upgrade, the custom fields in the Problem module, which were visible before the upgrade, become invisible in Screen Configuration.
- After running the utility, the fields are migrated from the old database to the new forms, but are not working.
- When you try to run the utility, it cannot connect to the AR Database.
Customizations from Smart IT 1.2, 1.5, 1.6 and 2.0 versions are not working or not showing after running the utility on the 18.05 and the above versions.
Diagnosing and reporting an issue
|1||Determine what is the current scenario|
Observe what is happening based on the following scenarios:
|2||Review and modify the database parameters|
Check with your database administrator for the forcedencryption database Parameter. If it is enabled, you need to disable it and try again.
As a reference, you can also check the following defect related to this issue: SW00556457. This defect had been fixed in Smart IT 19.08 version.
|3||Check if the customization has been migrated by using the migration utility.|
Check change/incident/work order and task tickets customization data on the following forms:
For Provider action, review the following forms:
|4||Review the utility logs and rerun the utility.|
The following logs are created to display the modifications that were done after you run the tool
These logs are created in the following path:
C:\Program Files\BMC Software\Smart_IT\SmartITCustomizationUtil\myitsm-customization-migration\logs
This utility creates entries in the following Remedy IT Service Management forms to record the status of the execution and the errors that occur during the execution:
These forms capture entries for each feature and the datasources. You must check these forms to see if there are errors while migrating the data.
To re-run the failed entry, move the entry to In-progress and re-run the utility. This process overwrites and creates new data.
|5||Review the Error Log|
You must review the Error log and look for an error line on it to know the details of the error. The errors are self explanatory and display the occurrence of the error and the required steps to fix.
In case the error has no helpful information, perform step 6 to create a BMC Support case.
|6||Create a BMC Support case|
Collect and send detailed information including logs while creating a case with BMC Support. Share the following information as a part of your case:
Attach the zip file which contains your logs to your case (up to 2 GB). For more information, see KA #000210233.
Resolutions for common issues
Custom fields are not visible in the Screen Configuration after you upgrade Smart IT from version 1.6 to 18.x or higher.
Check if the custom fields exist on the Remedy form
You get the following error while running myitsm-customization-migration utility:
|Check with your users if they have the SQL database setting ForceEncryptionwar enabled or set it to ON.|
Turn off the forcedencryption database parameter.
Defect#SW00556457 had been created for this issue and it was fixed in Smart IT 19.02.01 release.
|You have upgraded Smart IT from version 1.6 to 18.05 and executed the customization migration utility to bring all pertinent customizations from version 1.6 to 18.05 and later versions however, the fields are not showing on the Screen Configuration.|
To resolve custom fields in Screen Configuration that are not showing but are added to the proper forms and filters through the Developers Studio, consider the following points: