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 Smart IT data migration

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

Failure in running Smart IT utility for data migration

  • Before running the migration, check the SMT:SmartIT Audit form for which task you are running. The Status of the job should display Staged. As Smart IT 18.05 supports data migration for certain tickets, the Datasource field should display one of the supported ticket types.
  • While running the job, check readme.txt file carefully. Smart IT utility for data migration will fail if you switch the properties. For example, there are two critical properties: HR (Hard Reset) and (Migration). 
    • For migration only, HR should be set as False and M should be set as True.
    • For hard reset only, HR should be set as True and M should be set as False.
  • For any error, check SMT:Error Log form. The error log message displays the exact error. Check the log folder where a log file is generated while executing the data migration utility (AR_SmartIT_migrate_<date>).
  • Data is migrated from Smart IT database to BMC Helix ITSM. So, while running the data migration utility, Smart IT database, BMC Helix ITSMand common Smart IT server should be running.

Memory issue while running Smart IT utility for data migration

While running the data migration utility, you may get an error message if the memory is fully utilized.

Workaround:

Modify the utility shell script (data-migration.sh or data-migration.bat) to increase -Xmx1024m to a higher value as required.

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.

Clean the MongoDB migration data

You clean the migrated data from AR System. If you have executed the Migration utility, you can find the data added by <user> to remove the data: 


--Find T table for RKM:UpdateRequests
Select * from arschema where name like 'RKM:UpdateRequests';
--Verify the data migrated
select * from T2792 where c2='<user>' and C302301057 like 'Status Marked:%';
--Remove the data from t table
delete from T2792 where c2='<user>' and C302301057 like 'Status Marked:%';
--Find T table for SRM:WorkInfo
Select * from arschema where name like 'SRM:WorkInfo';
--Verify the data migrated
select * from T1924 where c5 ='<user>' -- and C10000101 like 'Status Marked:%';
--Remove the data from t table
delete from T1924 where c5 ='<user>' -- and C10000101 like 'Status Marked:%';
--Remove all data from SMT:Social_Events
--Find T table for SMT:Social_Events
Select * from arschema where name like 'SMT:Social_Events';
--Remove the data from T table
delete from T2145;
--Remove all data from SMT:Social_FollowConfig
--Find T table for SMT:Social_FollowConfig
Select * from arschema where name like 'SMT:Social_FollowConfig';
--Remove the data from T table
delete from T2146;
--Remove all data from SMT:MIG:Social_Mongo_Audit
--Find T table for SMT:MIG:Social_Mongo_Audit
Select * from arschema where name like SMT:MIG:Social_Mongo_Audit';
--Remove the data from T table
delete from T2147;


Failure in the Ticket console customization migration

Refer to the Rules for customization box in the Configuring columns in ticket console topic. 

  1. If you have more than one locale specific view in the ticket form, check if you have made locale changes to the correct locale specific view. i.e. one that is mapped in SHR:Union_DataSource_FormsViews config form.
  2. Check that you have added the value in Best Practice mode and not base mode.
  3. Check the logs or the console output of the utility. This contain the ids of all overlays generated for the views/fields and forms. If there is an error at any time, the error message is also present.

Failure in running Smart IT customization utility 

The Smart IT customization utility does not work if the AR System Admin password contains special characters.

Workaround: Use caret (^) before the special character to escape special characters. 

Note

  • If the password contains an exclamation mark, you must use ^^ before it as escape characters.
  • The following special characters are not supported when you are using the Smart IT customization utility: ^, &, <, >, ", |

Failure in updating login ID by using the Data Wizard of Data Management

In an environment, where Smart IT is included, when administrators modify the login ID by using the Data Wizard of Data Management, all relevant BMC Helix ITSM data forms are getting updated but SMT: forms are not updated along with the Smart IT databases where login IDs are found.

Workaround: Manually update the login ID information of Smart IT in the following forms/database tables:

  • SmartIT_Business.USER_DETAILS
  • SmartIT_Business.USER_PREFERENCES
  • SmartIT_Business.ADMINISTRATOR
  • SMT:Social_Events
  • SMT:Social_FollowConfig
  • SMT:Social_PinConfig
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