This documentation supports the 9.1 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

Troubleshooting the installation, migration, or upgrade

This section discusses troubleshooting installation, migration, and upgrade issues.

Resolving errors with default currency settings

The default currency utility is run as part of the application installation and generates the arcurrencydefault.log and arcurrencydefault_error.log files.

The arcurrencydefault_error.log file lists the forms that encountered errors while setting the default currency.

  • The utility generates log files in the InstallationDirectory\Logs\Currency_Logs directory.
  • For example, a Microsoft Windows path might be
    C:\Program Files\BMC Software\BMCRemedyITSMSuite\Logs\Currency_Logs.
  • For example, a UNIX path might be /opt/bmc/bmcremedyitsmsuite/Logs/Currency_Logs.

Use BMC Remedy Developer Studio to set the currency on the forms listed in the arcurrencydefault_error.log. For example, you might see the following error in the arcurrencydefault_error.log:

Error: Error locking to Admin RPC Queue:
ERROR (90): Cannot establish a network connection to the AR System server; Connection refused: connect myserver1

To resolve this error

  1. Verify that the BMC Remedy AR System server is running.
  2. Review the arerror.log for possible issues with the BMC Remedy AR System server.
  3. Manually set the default currency field.

If a problem occurs

If you encounter ERROR 90 during execution of default currency, the installer stops running. You must:

  • Restore the BMC Remedy AR System server to the state before running the installer.
  • Resolve the cause of ERROR 90.
  • Run the installer again.

Manually registering application plug-ins

Application plug-ins are installed and registered as part of the installation. If there is an error during plug-in registration, you must register the plug-ins manually.

Note

For CAI, ensure that the CAIPlugin.jar and ITSMCommonUtils.jar files are in the <programFilesPath>\BMC Software\ARSystem\pluginsvr\cai folder. For ARDBC, ensure that the Query.jar and ITSMCommonUtils.jar files are in a folder called qry under .../BMC Software/ARSystem/pluginsvr.

To register the application plug-ins

  1. Stop the BMC Remedy AR System server.
  2. (Microsoft Windows) Add the Plugin and Plugin-Path entries to the ar.cfg file. 
    For example, on a Windows server add the following entries to the ar.cfg file.
    • Server-Plugin-Alias: REMEDY.ARF.CAI REMEDY.ARF.CAI pluginServerHost:plugin server port
    • Server-Plugin-Alias: REMEDY.ARDBC.APPQUERY REMEDY.ARDBC.APPQUERY pluginServerHost:plugin server port
    • Plugin: "C:\Program Files\BMC Software\BMCServiceRequestManagement\Shared_Components\bin\arfcbdata.dll"
    • Plugin: "C:\Program Files\BMC Software\BMCServiceRequestManagement\Shared_Components\bin\NextId.dll"
    • Plugin-Path: Plugin: C:\Program Files\BMC Software\ BMCServiceRequestManagement\Shared_Components\bin

      Note

      Plug-in entries in the ar.cfg file must be enclosed in double quotes.

  3. (UNIX) Add the Plugin and Plugin-Path entries to the ar.conf file 
    For example, on a UNIX server add the following entries to the ar.conf file:
    • Server-Plugin-Alias: REMEDY.ARF.CAI REMEDY.ARF.CAI pluginServerHost:plugin server port
    • Server-Plugin-Alias: REMEDY.ARDBC.APPQUERY REMEDY.ARDBC.APPQUERY pluginServerHost:plugin server port
    • Plugin: /fullPathToPlug-in/libcaieventcmd.OS
    • Plugin: /fullPathToPlug-in/libardbcquery.OS
    • Plugin: /fullPathToPlug-in/libarfcbdata.OS
    • Plugin: /fullPathToPlug-in/libNextId.OS
    • Plugin-Path: /fullPathToPlug-in/Shared_Components/bin
      In the syntax, OS is a mnemonic of the UNIX server type (a for AIX, sl for HP-AIX, or so for Solaris or Linux).
  4. For CAI, add the following lines to the pluginsvr_config.xml file in the pluginsvr folder:

    <plugin>
            <name>REMEDY.ARF.CAI</name>
            <type>FilterAPI</type>
                 <classname>com.bmc.itsm.cai.filterapi.cai.CAIFilterPlugin</classname>
    <pathelement type="path">...full path to... /ARSystem/pluginsvr/cai</pathelement>
    <pathelement type="location">...full path to.../ARSystem/pluginsvr/cai/CAIPlugin.jar</pathelement>
    <pathelement type="location">...full path to.../ARSystem/pluginsvr/cai/ITSMCommonUtils.jar</pathelement>
    <userDefined>
    <server_name>ar server hostname</server_name>
    <server_port> ar server port number</server_port>
    </userDefined>
    </plugin>
    


    For ARDBC, add the following lines to the pluginsvr_config.xml file in the pluginsvr folder:

    <plugin>
                    <name>REMEDY.ARDBC.APPQUERY</name>
                    <type>ARDBC</type>
               <code>JAVA</code>
               <filename>...full path to.../ARSystem/pluginsvr/qry/conquery.jar</filename>
               <classname>com.bmc.itsm.conquery.ardbc.conquery.Query</classname>
               <pathelement type="path">...full path to... ARSystem/pluginsvr/qry</pathelement>
               <pathelement type="location">...full path to... ARSystem/pluginsvr/qry/conquery.jar </pathelement>
               <pathelement type="location">...full path to... ARSystem/pluginsvr/qry/ITSMCommonUtils.jar </pathelement>
               <userDefined>
                  <server_name>ar server hostname</server_name>
                  <server_port> ar server port number</server_port>
               </userDefined>
    </plugin>
    
  5. For CAI, add the following lines to the log4j_pluginsvr.xml file:

    <logger name="com.bmc.itsm.cai.filterapi.cai">
      <level value="warn"/>
    </logger>
    
  6. For ARDBC, add the following lines to the log4j_pluginsvr.xml file:

    <logger name="com.bmc.itsm.conquery.ardbc.conquery">
      <level value="warn"/>
    </logger>
    
  7. Start the BMC Remedy AR System server. 
    The plug-in installation errors are recorded in the bmcremedyitsmsuite_install_log.txt file, which is found in the temp folder (Windows) or the /tmp folder (UNIX).


Was this page helpful? Yes No Submitting... Thank you

Comments