Troubleshooting change requests with errors

For information about troubleshooting the BMC Helix ITSM: Change Management products and components, for problems you might encounter during installation, configuration, and use of the product, as well as error messages and how to enable logs and collect diagnostic information, see Troubleshooting for change requests in the BMC Helix ITSM: Change Management online documentation portal.

Related topics

Change-Management

Configuring-Change-Management

Managing-change-requests

When you associate CIs through a file upload in Change Management, certain errors might occur.

Issue symptom

Issue scope

Resolution

Reference

Uploading a file to relate multiple CIs

The following error message is displayed:

Error

The attached file type is not supported. (ARERR 51431)

In the Add configuration items (CIs) window, you try to upload multiple CIs by using the Upload a file option.

Make sure the file is in .csv, .xlsx, or .json format only.
Validation of the file fails

The following error message is displayed:

Error
Invalid file format. Use a valid field name. (ARERR 51432)

In the Add configuration items (CIs) window, after uploading a file, you try to validate the file.

Make sure that the following conditions are met based on the file type:

  • For .csv and .xlsx files: The first column header must be unique and must match the CI field name in BMC Core Elements.
  • For .json files: The CI name field must be unique and must match the field name in BMC Core Elements.

 

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