This documentation supports the 20.08 version of Service Request Management, which is available only to BMC Helix subscribers (SaaS).

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

Troubleshooting SRD ID number generator conflicts on the production server

Conflicts might occur in service request definition (SRD) ID numbers after a Merge data import operation.

Issue symptom

Unable to create SRDs due to conflicts in SRD ID number.

Issue scope 

Each new SRD created in the Service Catalog Manager Console is assigned a unique Service Request Definition ID value based on the "next available ID number," which is generated by workflow executed on the SRD:CFG DefinitionNumGenerator form. For example, if the last SRD created in the Service Catalog Manager Console had ID number SRD000000002333, the next SRD created in the console will have ID number SRD000000002334.

If you choose the Merge data option during an import, SRD IDs are retained, and no records are created in the SRD:CFG DefinitionNumGenerator form for SRDs that are added to the server. If the records in this form are not current, conflicts can occur when new SRDs are created. For example, the last SRD created on the server had ID number SRD000000002333. An import operation adds an SRD with ID number SRD000000002334. When you try to create another SRD from the Service Catalog Manager Console, workflow tries to assign ID number SRD000000002334, and an error is generated because ID number SRD000000002334 already exists in the database. The SRD cannot be created.


To correct this problem on a non-production server, you can edit SRD:CFG DefinitionNumGenerator form records in the database directly, and then restart the server.

To correct this problem on a production server, you can do one of the following:

  • Ignore the error and attempt to create a new SRD — The workflow will increment the SRD ID number each time you attempt to create an SRD. Error messages will cease when the SRD ID number increments to a value greater than the highest SRD ID number imported to the server. This method is acceptable if you have only one or two SRD ID numbers in conflict.
  • Create a new record in the SRD:CFG DefinitionNumGenerator form to account for the highest imported SRD ID number — This method is a better choice if you have many SRD ID numbers in conflict and you want to permanently eliminate the problem.

To create a new record in the SRD:CFG DefinitionNumGenerator form

  1. In the Service Catalog Manager Console, search for all SRDs on the server and make a note of the highest SRD ID number.
  2. Use web reporting to export any single record from the SRD:CFG DefinitionNumGenerator form as an .arx file. See Exporting or printing Web reports .
  3. Open the .arxfile in a text editor and make the following changes to the record: 
      • Modify the SRD ID number so that it is greater than the highest SRD ID number on the server.
      • Modify the InstanceID for the form record, making sure that it is unique. For example, add a character to the InstanceID.
  4. Save the .arx file.
  5. Import the .arx file by using BMC Remedy Data Import. In Data Import Preferences, select the option to Reject Duplicate Records. See The import process .
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