General troubleshooting in BMC Helix ITSM

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

Issue	Scope	Resolution
Service request templates do not appear	Multiple users face this issue	Does the customer's People record include a login ID? The Smart Recorder uses the customer's login ID to show available service request templates for that person. For more information about this requirement see Login ID requirements for service requests in Smart IT and Synchronizing people information for BMC Helix ITSM. Is the customer entitled to see the service request template? For more information about service request entitlements, see Overview-of-creating-services.
Activity and Updates feeds do not work in the Solaris environment	Multiple users face this issue	Ensure that the client-server time difference is no more than 10 minutes.
Error when creating an outage in the universal client	Multiple users face this issue	If the following error message is displayed when you try to create an outage for an asset, ensure that assignment rules are defined for the company to which the asset belongs: 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}
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.	Add more filter criteria.
BMC Digital Workplace service request is not found in BMC Helix ITSM	Multiple users face this issue	While searching BMC Helix Digital Workplace Catalog service request in BMC Helix ITSM, if you cannot find it in BMC Helix ITSM, search the service request in the SBE:Request vendor form. If the service request is not available in the vendor form, that means that service request does not exist. Search by service request ID or by name. In the vendor form, % search does not work.
Test connection failure in BMC Digital Workplace service request	Multiple users face this issue	In case of test connection failure in the SBE:ConnectionConfig form of BMC Helix ITSM, check the following log file to find out the failure reason: arjavaplugin.log You can also generate a log file for the BMC Digital Workplace requests. For more information, see Enabling and analyzing logs.
I am unable to find the CIs to relate to a work order ticket	Multiple users face this issue	Verify that you have entered the correct CI names. Verify that the CI record exists in the system. Verify that you have the permissions to access CIs.

General troubleshooting in BMC Helix ITSM

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