This documentation supports the 22.1 version of BMC Service Request Management.

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.

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 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.

Resolution for common 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 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:

104 : One or more objects are missing a link to the Start or Stop node.
Connect all objects to the Start and Stop nodes and try again.

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:

105 : The highlighted Condition is missing a required link.
All conditions must have both Yes and No branches.

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:

106 : The Start node cannot be the target of any object.

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:

108 : Invalid link. This link creates a loop in the flow.

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:

109 : You cannot connect objects across hierarchies.

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:

111 : A direct link already exists
between the source of this flow
and the target object.

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:

112 : Invalid link. This object
does not have any parent.

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 different
hierarchies in parallel branches.

All parallel branches of a hierarchy
must end on same object.
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:

115 : Relevant conditions are ending
before this object. The highlighted object

 might be a possible target.

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:

117 :Connecting these objects might result in an invalid flow.
Remove the outbound link of the target object and try again.

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 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 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 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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