General troubleshooting

This topic contains troubleshooting tips for issues you might encounter in BMC Helix ITSM.

Troubleshooting information for provider action

Filter log—You can check the filter log to make sure that the back-end filter is executed. In a server group environment, the Filter log must be enabled on all AR System servers (AR System Management Console > AR System Server Group Console > Logs > Logs Management).
Console log—You can check the Console log to see the fields that have changed while executing the provider action. When any expression is executed, the smartit/app/?debug-1 parameter in the URL, displays the result in the Console. You can view the browser Console log from the Developer Tools by pressing the F12 function key. For more information about AR server logs, see Analyzing logs.
Smartit log—You can check the Smartit log for any other error, like provider error.
BMC Helix ITSM filter—You can also check the filter that you have created while performing the steps documented in the Configuring provider actions.

Value of keys if the entitlement files has spaces in it

Make sure to remove the spaces before and after the string values.

iCloud configuration is not enabled for the provisioning profile

Open your BMC Helix ITSM provisioning profile in a text editor. Search for the com.apple.developer.icloud-container-identifiers key. The key contains an identifier that you have created under the iCloud containers on the Apple development portal. If the key is not present, see Preparing-to-re-sign-and-rebrand-BMC-Helix-ITSM-on-Apple-iOS.

Bundle identifier is incorrect

Check the bundle identifier mentioned in the configuration tab of the re-signing project. Also, check the bundle identifier in the entitlement files.

Note

The bundle identifier is case sensitive.

The Enterprise account is not being used

Check your Membership information section in the Apple developer portal for your program type information. The Program Type should be Apple Developer Enterprise Program.

The group configuration is not enabled

Open your BMC Helix ITSM provisioning profile in a text editor. Search for the com.apple.security.application-groups key. The key should have an identifier that you have created under the App Groups on Apple development portal. If the key is not present, see Preparing-to-re-sign-and-rebrand-BMC-Helix-ITSM-on-Apple-iOS.

BMC Digital Workplace service request is not found in BMC Helix ITSM

When you search for the BMC Digital Workplace Catalog service request in BMC Helix ITSM, if you cannot find it, search for the service request in the SBE:Request vendor form by service request ID or by name. In the vendor form, % search does not work.

If the service request is not available in the vendor form, the service request does not exist.

Test connection failure in BMC Digital Workplace service request

In case of test connection failure in the SBE:ConnectionConfig form of BMC Helix ITSM, check the arjavaplugin.log file to find out the reason for the failure.

You can also generate a log file for the BMC Digital Workplace requests. For more information, see Enabling-and-analyzing-logs.

Session time-out is not working

To make the session timeout work properly, use CCS parameter to configure the Session Time-out. For more information, see Setting-configuration-parameters-in-BMC-Helix-ITSM.

Custom fields that are added to the Asset View are not visible in BMC Helix ITSM

If a field is a part of the AST:Attributes form and if it exists in the AST:BaseElement form as well as in any other asset class (like AST:Printer), that field becomes available for customization only for the Generic Area in BMC Helix ITSM and not for the Type-Specific Area.

If you have created a required field in the AST:Attributes form, you need to make sure that it is either present in all the asset classes or there is a mechanism set up for the default value.

Failure in adding a new style in the Knowledge Template Style

When you add a new style in the Knowledge Template Style, in the Additional CSS Styling, the character limit is set as 255 on the database table column. If the number of characters crosses this limit, the following error message is displayed:

MOBILITY_ERROR_INTERNAL_SERVER_ERROR

Run the following alter command in your environment to increase the character limit of the style column:

Alter table [SmartIT].[SmartIT_Business].[KNOWLEDGE_TEMPLATESTYLE] ALTER Column STYLE nvarchar(<your preferred limit>);

Error on the Update Assignment screen in Android mobile client

In the Android mobile client, Company, Organization, and Groups selections are available on a single Update Assignment screen.

When the chunk size exceeds the value specified in Centralized Configuration, the following message is displayed:

Too many entries to display all. Start typing to filter the list.

Error while displaying the primary contact for an asset

After creating an asset and associating it to a user with any role relationship, if the login ID of this person is removed by using the Change to Non Support or Remove Login ID option in the CTM:People form in Mid Tier, the primary contact field displays the following error on refreshing the asset in BMC Helix ITSM:

You do not have permission to view the owner.

Resolution: In Mid Tier, open the CTM:People form, and search for the person whose login ID was removed. Delete the asset relationship from the people profile and add it again.

Error in the incident view widget configuration

If you remove the Affected Service widget, add the Service member field, and save the view. After opening an incident, if you type a search text on the Service field, it does not return any response.

Resolution:

Create a new regular character field (for example, NewDataSetID) on the HPD:Help Desk form.
Use this field in the Menu qualification in place of the current display-only field.
Add the above field in the Incident View in BMC Helix ITSM, and set the following properties:
properties hidden=true & set value =‘BMC.ASSET’.

In BMC Helix ITSM, as you have changed the menu qualification to use the new character field, the value needs to be populated by using the active link/filter.

Service request templates are not displayed

If you cannot see a service request template for a customer, check the following items:

Does the customer's People record include a login ID? The Smart Recorder uses the customer's login ID to display available service request templates for that user. For more information about this requirement, see Submitting service requests for customers and Creating service request definitions.
Is the customer entitled to see the service request template? For more information about service request entitlements, see Creating service request definitions(BMC Service Request Management documentation).

Activity and Updates feeds do not work in the Solaris environment

Make sure that the client-server time difference is not more than 10 minutes.

Error when you create an outage in the universal client

When you try to create an outage for an asset, if the following error message is displayed, make sure that the assignment rules are defined for the company to which the asset belongs to:

com.bmc.bsm.myit.providers.ProviderException: com.bmc.bsm.arfoundation.errorhandling. ArFoundationException:com.bmc.bsm.mobile. errorhandling. MobilityException: {"error":"MOBILITY_ERROR_PROCESS_RETURNED", "errorCode": 1002, "defaultMessage": "Application Error: A process on the data server returned an error.","additionalMessage":"Create", "detailMessage":"ERROR (2151036): ; The Assignment fields: Support Company, Support Organization, Assigned Group and Assignment is set from are required. Select the Assignment using the Assignment is set from selection method.","ARConnectionProblem":false}

Accessibility of rich text field formatting in knowledge articles

Accessibility users who create knowledge articles, cannot access the text formatting bar in rich text fields by using the Tab key.

To access the formatting bar:

Tab to a rich text field.
Press Alt+F10 to access the formatting toolbar.
Tab to each section of the toolbar.
Use arrow keys to access each item in a section.

Performance issues in the Ticket Console

When you use some filtering options in the Ticket console, such as All Open, you might experience performance issues.

To improve the performance, add more filter criteria.

Custom fields and actions are not visible on mobile clients

If you add a field by using Screen Configuration, the field is not immediately reflected on mobile clients. BMC Helix ITSM is also not auto-refreshed when the URL, provider, or global actions are added or removed by using Screen Configuration.

To resolve this issue, refresh the metadata on mobile clients. On Android, press the Back button to exit Smart IT, and then relaunch the application. On iOS, press the Home button to run Smart IT in background mode, and after 10 minutes, relaunch Smart IT to refresh the metadata. Alternatively on iOS, double-tap the Home button and exit Smart IT by sliding it. Then relaunch Smart IT to refresh the metadata.

Error when creating a problem investigation or known error

The following error might be displayed while creating a known error:

ARException: ERROR (307): Required field can not be blank is displayed.

This issue occurs if you make a field as required only in the PBM:ProblemInterface_Create form, but not in the related known error and problem forms that share that field. Instead of making a field required in the PBM:ProblemInterface_Create form, make it required through the Configuration screen in Smart IT.

Unable to view and approve change requests that are submitted for approval

As a change request approver, you must have the permission to view and approve change requests in BMC Helix ITSM.

You will not be able to view and approve change requests in the following scenarios:

You belong to a company, but have received a change request for approval from another company. You do not have permissions to the other company.
You do not have the hierarchical group permissions to access change requests created by other support groups of the same company that you belong to. (BMC Helix ITSM 9.1 specific)
You do not have permissions of a change agent, but you were added as an ad hoc approver for a change request.

Depending on the reason for not being able to view and approve change requests, make sure that the administrator provides you with access to the following:

Other company and the specific support group of that company.
Hierarchical group permission to the specific support group of your company.
Permissions of a change agent.

Irrespective of the permissions required to approve change requests, you can still approve them through the Approval Server in BMC Helix ITSM.