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 the creation of AOTs, PDTs, and SRDs

When you create Application Object Templates (AOTs), Process Definition Templates (PDTs), or Service Request Definitions (SRDs), certain issues might occur. 

Issues with Application Object Templates (AOTs)

Issue symptomIssue scopeResolution
In multiple environments, at the request submission time, the wrong application template is loaded, and the application template IDs are out of sync.When the SRDs are migrated between environments, and application templates are not kept in sync with the AOTs.
  1. In the WOI:Template, CHG:Template, and the HPD:Template, locate the InstanceId (field ID 179) value on the appropriate template record, and then run a report to obtain the value of that field.
  2. Search the Name* field on the SRM:AppTemplateBridge_Base form to locate the required AOT.
  3. Verify the value in the Template Instance ID field (field ID 301287400), and update the value as required to match the InstanceId (field ID 179) value for that record.
  4. Save the record.
The target data is not copied automatically from one system to another.When an SRD is imported.

When you migrate the SRDs from one environment to the other, the newly created SRM:AppTargetData values are not migrated by using the Import Export Console or the Deployment Management Console. Therefore, you must manually copy these values.

For more information, see Migrating BMC Service Request Management objects and data.

Issues with Process Definition Templates (PDTs)

Issue symptomIssue scopeResolution

Additional unnecessary workflow processes are processed, and multiple records rapidly accumulate in the SRM:Variable form.

When output variables are unnecessarily defined or when output variables are used when they are not needed, such large amounts of data in that form can affect creation of fulfillment records.

Because the output variables are used to pass the variable value within items in a process flow, if they are not needed, then do not map them within the Map Data section of the PDT.
Multiple records accumulate in the SRM:Variable form.When additional variables are created in the PDT.

By default, the SR Type field data is passed to the corresponding WO Type field (based on a setting in Application Target Data). If you want to pass the data from the REQ to the WO Type field, do not create variables for those fields in the PDT. Instead, use the SR Field Mapping tab within the SRD. This method reduces the number of entries created in the SRM:Variable form and the other backend forms during the fulfillment creation process.

Issues with Service Request Definitions (SRDs)

Issue symptomIssue scopeResolution
The Query menu questions do not return the expected number of records.When the Query menu question results within an SRD are affected by configuration and permission settings.

Verify the form permissions and the Max Entries Returned by GetList Remedy AR System server configuration setting.

For more information, see the Query Menu Troubleshooting Scenarios article on BMC Communities.

The backend question data is out of sync.When an SRD has a large number of conditions (for example, more than 20) linked to a question, and when you edit these conditions.

Because the results are either incorrect or no choices are displayed for some questions, you must repair the data.

For more information, see the Syncing backend conditional question data article on BMC Communities. For additional assistance, contact BMC Customer Support.

There are data issues with BMC CMDB.

The data that is entered in the SRD is stored within the CMDB forms. The BMC.CORE:BMC_RequestableOffering is the main form where the data is stored. The RO Instance ID and RO Recon ID key data fields are on the SRD:ServiceRequestDefinition_Base form. When the data is migrated between environments, these values can get out of sync or the requestable offering records could be deleted. When this occurs, errors may be seen when trying to edit or save the SRD.

To correct these errors, see the Correcting Requestable Offering issues within an SRD article on BMC Communities.
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