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Troubleshooting scanning issues in asset mobile device

You may come across issues while trying to scan assets with the Progressive Web Application mobile web interface of BMC Helix ITSM.
Refer to the following information to resolve the issues.

ProblemResolution
Unable to find any matching asset record in BMC Helix ITSM for a scanned asset
  • Make sure that the CI record exists in CMDB.
  • Make sure the CI record is reconciled in CMDB.
When you click the scan button, the camera does not turn on, and an error message is displayed.

Make sure that you have granted permissions to the device and browser for accessing the camera.

Make sure that the appropriate URL is entered in the Permissions-Policy CCS parameter.

  1. In a browser, enter the following URL address:
    http://midTierServerInstallDir/arsys/forms/serverName
  2. Log in.
  3. Select  AR System Administration > AR System Administration Console > System > General > Centralized Configuration.
  4. Select com.bmc.arsys.smartit > *.
  5. In Permissions-Policy CCS parameter, enter geolocation=(),microphone=(),camera=(self  "Mid Tier URL" "Innovation Studio URL")

 

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Helix ITSM: Asset Management 26.1