Troubleshooting common issues when importing data
The following table describes the troubleshooting tips that you can use to resolve common issues that you might face when importing data.
Error or issue | Applies to the Pentaho package for | Description or procedure |
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While importing LAN endpoint records from BMC Client Management, the import process throws an exception. | BMC Client Management | If the network interface information is available for LAN endpoint class records, they are imported from BMC Client Management. LAN endpoint class records without the network interface information are filtered out during the import process and are not inserted into Remedyforce.
For out-of-the-box Pentaho packages, you do not have to configure any settings.
For details about the filter, download and refer to the Pentaho packages. |
Viewing logs of the import jobs | All | Log files are created in the folder where you have saved the KJB files. Success and failure rows files are also created in the same folder. If a failure occurs, the error code and its description are provided in the failure row file. You can also use the failure row file to import data to Salesforce. |
Not all records are imported | All | Delete the delta time stamp file of the job that you ran, and run the job again. |
Import fails | All | If you have upgraded to Remedyforce Winter 17 (20.17.01), either you use the latest Pentaho packages updated on the BMC Communities or map a value to the Source field of the Base Element object. Also, ensure that you have Edit permission on the Source field of the Base Element object. |
An "out of memory" error occurs | All | While importing a large number of records, if you get the OutofMemoryError or Java heap size error message, increase the heap size in the Spoon.bat file.
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A "too many script statements" error occurs | All | When you run an import, if you receive "Too many script statements" as an onscreen Apex error message or in an email, reduce the batch size by 10 in the Batch Size field in the Settings section on the Salesforce Upsert window. |
Records are not being to your CMDB. | All | Raise a case with Salesforce to create a custom index on the Assembly ID field of the Base Element object. |
Importing users by using the failure rows file for LDAP | LDAP server | A failure row file is a text file that is saved in the folder where you have saved your KJB files. Perform the necessary steps to remove the error provided for the failure rows in the failure rows file, and then import the data by using the following steps. The following Pentaho package provides a transformation file in the FailureRowsInput folder. You can use this transformation file for importing users from the failure rows file to the Salesforce organization: LDAP integration with Remedyforce (assign permission sets and Remedyforce managed package license): https://community.bmc.com/s/news/aA33n000000TPBRCA4/importing-users-from-an-ldap-server To import data from the failure rows file
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Failed in writeToSalesForce: java.lang.IllegalArgumentException: The char '0x0' after 'Print' is not a valid XML character | All | Some unicode characters that cannot be parsed by the XML parser are present in any of the mapped fields. Either delete these characters in data or delete the mapping of such fields. |
Unable to query Salesforce | All | Check your Salesforce organization credentials in the Salesforce Upsert and Salesforce Input(CMDB_Classes) steps. |
The job does not appear in Atrium Integrator. | BMC Atrium CMDB | Ensure that you have saved your KTR and KJB files in a folder in Atrium Integrator. |
Error setting value #2 [ARDelta_1 Integer] on prepared statement (Integer) | BMC Atrium CMDB | This error is generated if multiple records are created in the BMC Remedy AR System NGIE:Delta form for the running transformation. Delete the additional ARDelta entries that are created for the error transformation file by deleting the records. To find the duplicate records for a transformation file, open the NGIE:Delta form in BMC Remedy AR System. In the TransName field, enter the transformation file name, and click Search. |
Did not find Remedy Application Service password for server<server name> in UDM:RAppPassword Form on server <server name> | BMC Atrium CMDB | Check your Atrium Server Connection credentials in the ARInput step. |
'Oracle Database Server 10g Release 2' is not valid for the type xsd: <data type > | BMC Atrium CMDB | Check the data type of the mapped fields in the Salesforce Upsert step. |
Duplicate LAN Endpoint entries are created in Remedyforce CMDB. | BMC Client Management | In Remedyforce Summer 15 Patch 1 and earlier versions, when you imported LAN Endpoint data from BMC Client Management, duplicate LAN endpoint entries might have been created in Remedyforce CMDB. This duplicate data was created because of the following factors:
In Remedyforce Summer 15 Patch 1 and later versions, instead of the Network Interface IP address, the MAC address is used as the unique source identifier for the LAN endpoints imported from BMC Client Management, and new duplicate LAN endpoint entries are not created in BMC Remedyforce CMDB. To resolve this issue, you must install the latest Pentaho package for BMC Client Management released with Remedyforce Summer 15 Patch 1 or later. Also, you must manually delete any existing duplicate LAN endpoint entry on the Remedyforce CMDB. For more information, see Deleting-configuration-items. |
The HTTP Status 404 error is displayed when trying to connect to Salesforce. | All | Ensure that your Pentaho transformations connect to https://login.salesforce.com/services/Soap/u/<API version> instead of https://www.salesforce.com/services/Soap/u/<API version>. Starting from January 1, 2016, Salesforce retired www.salesforce.com as an API endpoint. For more information, see the announcement on BMC Communities website. To view a video demonstration of how to update your Pentaho transformations, see Salesforce API Endpoint Retirement. Remedyforce has updated the API endpoint in the Pentaho packages that are currently available on the BMC Communities website. |
Error connecting to your Salesforce organization when using version 5.4 of the Pentaho Data Integration Tool. | All | Check whether the Require TLS 1.1 or higher for HTTPS connections Salesforce critical update is enabled in your organization. Pentaho Data Integration Tool 5.4 does not support TLS 1.1 and cannot connect to your Salesforce organization if this Salesforce critical update is enabled in the organization. To resolve this issue, perform one of the following actions:
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Error running the Pentaho packages. In some cases, you might also not be able to open the Enter Mapping window by clicking Edit Mapping in the Salesforce Upsert window. | All | In the Pentaho packages provided by Remedyforce, ensure that the API version in the Salesforce Webservice URL field in steps, such as Salesforce Upsert, is supported.
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In the Salesforce Upsert window, when you click Edit Mapping, the following error message is displayed: Certain referenced fields were not found! | All | Perform the following steps to resolve this issue: |
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