Troubleshooting issues with incident templates

Knowledge article 000357317

For more information, see the Considerations for Smart IT MFS searching of incident templates section in this blog post.

Incident templates are only available in the Recommended templates section of Smart Recorder for one company at a time. Adding an active relationship for a second company does not make the template available for both companies.

For specific searches, Smart Recorder does not retrieve any recommended templates, but shows the following message:
No recommended templates found.

However, when a user uses the same search term in other areas, matching incident templates are shown.

With network logs enabled, the following error can be seen in the Console log:

Error: e.templateObject is null

For information about how to capture network logs, see Capturing network details by using the browser functionality.

Knowledge article 000379830

As an administrator, perform an advanced search in Mid Tier on the indicated form depending on system configuration:

• Support Group driven (where templateSearchByAuthoringGroup parameter is set to true):

Form: HPD:TemplateSPGAssocLookup
Advanced Search: 'Login ID' = "<agentLoginID>" AND 'Template Name' = "<templateName>" AND 'Template Status' = "Enabled"

If records are returned, the Support Company 2, Support Organization 2 and Support Group Name 2 fields are shown on the basis of the organization or organizations for which the user has access to the template. If no records are returned, the template does not appear in Smart IT template searches for this user.

• 'Company' driven (where templateSearchByAuthoringGroup parameter is set to false):

Form: HPD:TemplateCompany_Join_Inner
Advanced Search: 'Template Name*' = "<templateName>" AND 'Template Status*' = "Enabled"

The resulting records show the companies that are set up with access to this template. Use the information in Section 1 of this blog to understand which companies are considered in an incident template search and if this can explain why a template is displayed or not displayed for a specific agent in Smart IT.

Possible next steps based on the observed results:

• Adjust the access via the Authored For Groups tab of the template, where required.

• Check for any customizations in the structure (join conditions) of the join forms referenced earlier.
  Note: Section 4 of this blog provides an overview of the join hierarchy for both these forms.

• Configuring authored for Groups settings for incident management templates

• How incident template searches work in Smart IT

Depending on Smart IT version and system configuration, perform the suggested SQL query against the AR System database to check if the affected template may fall outside the chunk sizes used by Smart IT Server:

• Support Group driven (where the templateSearchByAuthoringGroup parameter is set to true):
  Smart IT 19.02.01 HF1 and earlier versions:
  SELECT HPD_Template_ID, Template_Name FROM HPD_TemplateSPGAssocLookup WHERE Status_Template = 1 AND Login_ID = '<agentLoginID>' AND Template_Name LIKE '%<searchTerm>%' ORDER BY Template_Name ASC
  
  Smart IT 19.02.01 HF2 and later versions (Fix for SW00559249):
  SELECT DISTINCT HPD_Template_ID, Template_Name FROM HPD_TemplateSPGAssocLookup WHERE Status_Template = 1 AND Login_ID = '<agentLoginID>' AND Template_Name LIKE '%<searchTerm>%' ORDER BY Template_Name ASC

• Company-driven (where the templateSearchByAuthoringGroup parameter is set to false): If required, Section 3 of this blog  includes information to find the companies to include in the search:
  SELECT Template_Id,Template_Name,Company FROM HPD_TemplateCompany_Join_Inner WHERE Status_Template = 1 AND Template_Name LIKE '%<searchTerm>%' AND Company IN ('- Global -','<customerCompany>','<serviceProvider1>','<....>','<....>') ORDER BY Template_Name

Smart IT requests only the top 200 results for these queries, so any templates outside the top 200 are not displayed. Smart IT server then removes any duplicates within the top 200 results and returns the top 100 matches to the client for searches performed while creating an incident, and the top 20 results for template searches initiated by using the '!'-accelerator.

Possible next steps in case a template falls outside these chunk sizes:

• (19.02.01 HF1 or earlier versions) For Support Group driven search configuration, check if the templates are within the top 100 results (when creating incidents) or top 20 results (when using accelerators in Smart Recorder) by using the search query provided for 19.02.01 HF2 and later versions. If the templates are present in the results, upgrading may address the issue.
• Use a more specific search term or adjust the template name.
• If many duplicates are present in the top 200 results, consider reducing the number of organizations that are set up with access to the template and the number of support groups of which the agent is a member.

• For incident template searches by using the Incident Template and Browse All Templates option, upgrade to 20.08 or later where the chunk size is configurable. For more information, see knowledge article 000357317.

How incident template searches work in Smart IT

In addition to searching for the entered search terms in the MFS Indexed fields, Smart IT also uses extra search filters when performing MFS. These search filters cannot be set up via the MFS:MultiFormSearch form in Mid Tier. However, they can be added by using a Mid Tier feature to pass data into a hidden field on the form (Hidden_FilterField, ID 3120) via parameters. Administrators can then set up the required Login ID and Company search filters in this hidden field.

Use the following steps to perform the search (In case of an AR Server Group, validate these searches against each AR Server that Smart IT can connect to):

1. Set up or expand the base qualification that matches the Centralized Configuration setting on your system. The following screenshot provides further explanation on the exact values to use, as well as an example.
   companyQual (when templateSearchByAuthoringGroup = false)
   

   ('Company' = "- Global -" OR 'Company' = "<customerCompany>" OR 'Company' = "<serviceProviderCompany1>" OR .......)

   supGroupQual (when templateSearchByAuthoringGroup = true)

   (companyQual AND (('schemaId' = "<HPDschemaId>" AND ('Login ID' = "<agentLoginID>")) OR ('schemaId' = "<WOIschemaId>")))

   

2. Using an AR System administrator account, open the MFS:MultiFormSearch form using the following URL. Replace <qualification> in the following example with either the companyQual or supGroupQual mentioned in step 1:
   http://<midtier>/arsys/forms/<arserver>/MFS:MultiFormSearch?F3120=<qualification>
3. Once the form has fully loaded, use the following steps to perform the search:
4. 
   
   1. Expand the Advanced Search section.
   2. Populate your search term or terms in the Any of these words field.
   3. (Skip this step in case of Support Group driven template search.) From Forms to search, select the Selected Forms option and add both these forms.
      
      1. HPD:TemplateCompany_Join_Inner
      2. WOI:TemplateCompany_Join_Inner
         Note: Click Add for each form, so they are both shown in the table below it.

   4. Perform the search and check the results table. The following screenshots provide example searches for both company-driven and Support Group-driven template searches:

      Company-driven search	Support Group driven search

      Note: If the search fail with this error: Unable to complete the full text search operation. (ARERR 657), reload the MFS:MultiFormSearch without appending the '?F3120=…' part to the URL and check if a search can be performed without errors. If the search is successful, re-check the syntax of the company or login ID qualification added to the URL.

Smart IT retrieves the top 60 results (to eventually return the top 20 to the client). So, if a template falls outside the top 60 results in the table, Smart IT does not receive it for the used search terms.

Possible next steps based on observed MFS results:

• If the template cannot be found with MFS, check if an FTS reindex of the join form resolves the issue.
• If the template falls outside the top 60 search results, it is not received by Smart IT for the used search terms. In this case, you can try performing these steps:
  • Use different search terms and update Template Name, Summary or Note fields of the template to increase its FTS search score or rank.
  • Sometimes, many duplicate templates are displayed in the top 60 search results (which can happen for forms such as HPD:TemplateSPGAssocLookup form when access to the template is set up for many support groups of which the agent is a member.). If this is the case, check if it is possible to reduce the number of organizations that are set up with access to the duplicated template and reduce the number of support groups of which the agent is a member.
    Note: An issue DRSMX-73226 is open for a fix in a future release to address this issue where duplicate entries may cause other templates not to show.
  • If there are any templates in the top 60 search results that are not in enabled status, check if these templates can be removed from the system followed by an FTS re-index of the join form.
  • If templates displayed in the top 60 search results are no longer present on the system (or no longer configured for that company, organization, or support group), perform an FTS reindex of the involved join form to sync the index.

• If the template is within the top 60 MFS results but not displayed in Smart IT, see section 3 of this blog. This article describes the steps Smart IT server takes to come to a final list of up to 20 templates to return to the client based on the (up to) 60 MFS results. Again, the presence of not enabled templates (for earlier Smart IT versions) and duplicate entries within the top search results can cause other templates to fall outside the final list of 20 templates.

Note: For Smart IT 21.02 and later versions, Smart IT debug logging was enhanced to include the list of templates returned by the MFS. Check for this line in the Smart IT debug log:

SUPPORT_LOG: Result for searchString =<searchTerm> , ...

• Passing data to a field in a URL
• Performing searches on multiple forms
• Managing FTS capability in a server group
• Troubleshooting Remedy Full Text Search

• Knowledge article 000225149

• How incident template searches work in Smart IT

• Enable debug logging on the Smart IT Servers.
• Enable combined API/SQL logging on the AR Servers to which Smart IT can connect.
• In the browser, open the Developer Tools (F12) to capture Console and Network logs.
• Perform the problem use case.
• Review the logs:
  

  • Any error observed in the F12 Network log for the REST call related to the template search? For information on format of the REST calls, see Section 2 of this blog.

  • Any error seen in the F12 Console log when performing the use case?
  • Determine the RID number in the Smart IT debug log that handled the REST call and check for any errors during its processing (lines with '| ERROR   |'). To find the start of the REST call, look for a line like this that references the involved REST call :

<date:time> | <threadId> | RID: 1234 | DEBUG   | c.b.b.m.f.h.ExistingSessionHandler | request received  requestURI : /smartit/rest/incident/templates

The last lines for that REST call should also include the resulting HTTP status code:

<date:time> | <threadId> | RID: 1234 | DEBUG   | c.b.b.myit.filter.ExpiresFilter | Request '/smartit/rest/incident/templates' with response status '200'

• If any errors are found, check if they match any of the listed common issues or check our knowledge base.

• If no resolution is found, proceed with the next task to create a case with BMC for assistance.

• Capturing network details by using the browser functionality
• Working-with-logs
• Working with logs
• Managing logs for server group

• Knowledge article 000225149

• Blog How incident template searches work in Smart IT

Log a case with BMCKnowledge article 000234920