This documentation supports the 21.3 version of BMC Helix ITSM: Smart IT.

To view an earlier version, select the version from the Product version menu.

Troubleshooting change impact analysis in Smart IT

When you trigger impact analysis from a change request, the process of calculating the impact takes a long time to return the results or the impact analysis is not triggered at all.

Issue symptoms

In BMC Helix ITSM: Smart IT, the Simulation Status field displays the Analysis in Progress status for a long time, and the following message is displayed. 

An Impact Analysis is being prepared for this Change Request

Additionally, the impact analysis is not calculated.

Issue scope

You open a change request in Smart IT and click More > Initiate Impact Analysis.


Follow the steps given below to check the impact simulation functionality.


Check if the CMDB Impact Simulator is working.

  1. In the CMDB Portal, click Application Launcher > Applications > Impact Simulator.

  2. In the BMC Atrium Impact Simulator window, click Add CI to add a CI for which you want to simulate the impact.

  3. In the Search dialog box, run a query that returns the CIs that you want to include in the simulation.
  4. From the results list, select one or more CIs, and then click OK
    The selected CIs are displayed in the CIs for Simulation section.
  5. Select a CI, and then select an impact state from the list.
  6. Repeat step 5 for each row in the CIs for Simulation section.
  7. Click Simulate Impact.
  8. Click Results in Table to view the results of the simulation in a table view (default view) or Results in Topology to view the results in a topology view.

    For more information, see How to Run an Impact Simulation.

If the CMDB Impact Simulator does not work in the CMDB Portal, collect the following log files and contact BMC Customer Support:


If the CMDB Impact Simulator is working in the CMDB Portal, but the models have more than 1000 results.

Fine tune the performance.

For more information, see CMDB Impact Simulator performance best practices Open link .


If the CMDB Impact Simulator is running in the CMDB Portal, but not in Smart IT, and a relevant CI record is present in the AIS:Simulation and AST:Simulation Status forms.

  1. Log in to the Mid Tier.
  2. Open the AIS:Simulation and the AST:Simulation_Status forms and check for the relevant CI in the forms.
  3. If the value of the Simulation Status field is Analysis In Progress, log in to the Developer Studio and search for the AST:Simulation_Status_CheckforStatusUpdate escalation.
  4. Manually run the escalation.
    The value of the Simulation Status field changes to Analysis Completed.
  5. For the escalation to utilize a separate pool, assign a specific pool to the escalation.
    For more information, see the How to assign a specific Pool to an Escalation knowledge article.

For additional information, see the Change Request impact analysis is never complete article on BMC Communities.


If the CI is not present in the AIS:Simulation form.

Perform the following steps to check if there is an issue with the AIS plugin and the plugin configuration:

  1. Log in to the Mid Tier.
  2. Navigate to Applications > AR System Administration > AR System Administration Console > System > General > Centralized Configuration.
  3. Select com.bmc.arsys.smartit as the Component Type and * as the Component Name.
  4. Change the value of the disableImpactAnalysis parameter to false.

  5. Click Apply.
5If the CI is not present in the AIS:Simulation form and the impact analysis is enabled for Smart IT.
  1. On the AR System Server Group Operation Ranking form, validate the escalation with Rank 1.
    For more information, see the How to Rank Operations in a Server Group knowledge article.
  2. Update the ar.cfg file on all the AR System servers to point to the same server that is running the AIS and the escalation, where <ServerRunningAIS> is the name of the server running the impact analysis:
    Server-Plugin-Alias: BMC.ARDBC.ATRIUM.AIS BMC.ARDBC.ATRIUM.AIS<ServerRunningAIS>/Escalation:9556
  3. Restart the service and process on each server where you have updated the escalation.

For more information, see Troubleshooting the Impact Simulator plug-in Open link .

6If the CI is available on the AIS:Simulation and the AIS:Simulation_Status forms, but the simulation status is stuck at Analysis Completed.

Perform the following steps to set the value of the Simulation Status field to Relationship Assessment Completed and complete the simulation in Smart IT:

  1. In a server group environment, for the primary Smart IT server, in the file, set the value of the master.server to true.
  2. Under Apache Tomcat > external-conf, in the file, set the value of the pushNotificationFeature.enabled parameter to false.
  3. Disable the NTE:NTS:Social_PushNotification filter from Developer Studio to prevent new notification events from being generated.

  4. On the SMT:Social_ImpactAnalysis_PushNotification form, search for the records by using the 'Classification' = "PUSH_NOTIFICATION " qualification.

  5. Select all the records and click Delete.

7In a server group environment, if different servers return inconsistent results.

If the servers return inconsistent results in a server group environment, follow the steps given in the AIS does not work reliably in Server Group Environments article on BMC Communities. Additionally, see Determining the impact of changes.

Was this page helpful? Yes No Submitting... Thank you