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.
When you create a PDT, certain steps or connections lead to an invalid process flow. In the Visual Process Editor workspace area of Service Catalog Manager Console, the reactive and proactive validations are implemented. While creating or modifying a PDT, the error messages are displayed in the Visual Process Editor workspace that help you determine an invalid step in the process flow. The error messages themselves provide information about how to correct a process flow. You can read the error messages and correct the flow in the Visual Process Editor workspace.
Resolution for common issues with Application Object Templates (AOTs)
| Issue symptom | Issue scope | Resolution |
|---|---|---|
| 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. |
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| 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. |
Resolution for common issues with Process Definition Templates (PDTs)
| Issue symptom | Issue scope | Resolution |
|---|---|---|
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 field 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. |
| The process flow changes when you save and reopen the PDT. | When in a nested condition, you define an action only on one branch of the condition; for example, Yes branch, and connect the No branch directly to the Stop node by skipping the hierarchy. | Connect the other branch to the next action in the hierarchy instead of the Stop node. |
You get the following error message:
| When creating a PDT, you do not connect one or more objects to the Start or Stop node. | You must connect all the objects to the Start and Stop node of the PDT. |
You get the following error message:
| When creating a PDT, for a condition object, you create either a Yes or a No branch. | You must create both, the Yes and the No branch for a condition object. |
You get the following error message:
| When creating a PDT, you create a link from an object to the Start node. | You must not create a link that starts from an objects and connects to the Start node. |
You get the following error message:
| When creating a PDT, you connect a child object back to the parent object. | You must not connect a child object back to the parent object. |
You get the following error message:
| When creating a PDT, you connect objects of two different hierarchies. | You must not connect objects that have different parent objects, to each other. |
You get the following error message:
| When creating a PDT, you link parallel AOTs coming from the same parent object. | Do not connect two objects to each other that have the same parent object. |
You get the following error message:
| When creating a PDT, you connect an object that is not connected to a parent object. | You must make sure that every object that you connect, has a parent object. |
You get the following error message:114 : You cannot connect objects of differentAll parallel branches of a hierarchy | When creating a PDT, you connect objects that have different parent objects, to each other. | Do not connect an object of a branch to an object of another parallel branch. Connect all objects of the parallel branches to the same object present at the next level in the hierarchy. |
You get the following error message:
| When creating a PDT, you connect an object of a condition and other parallel branch objects to a node that is before the Stop node, and you directly connect another object of that condition to the Stop node. | Make sure you connect all objects of parallel branches of same source to the same object in next hierarchy. Do not skip the hierarchy. |
You get the following error message:
| While creating a PDT, you connect an object of a branch to an object of another parallel branch. | Do not connect parallel objects of the same hierarchy to each other. |
Resolution for common issues with Service Request Definitions (SRDs)
| Issue symptom | Issue scope | Resolution |
|---|---|---|
| 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 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 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 might be displayed 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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