Email based request creation requests are processed by both the BMC HR Case Management email engine and the Rules Based Email engine, resulting in duplicate records.

Workaround:

Contact BMC Support to get the hotfix to fix this issue.

The following issues were identified with the Calendar component when using Microsoft Internet Explorer version 11:

• The Filters and Queries bar overlaps the records displayed on the Calendar.
• Sub-menus for the pre-defined queries listed under Filters and Queries are not displayed.
• The tabs on the Details flyout menu are not displayed.

Workaround

In the Mid-tier configuration file, config.properties, change the value of arsystem.emit_X_UA_compatible_mode variable from Edge to 10.

You invoke a web service call through SOAP UI to modify a ticket in BMC Remedy ITSM applications. While modifying the ticket, you provide mandatory information such as login credentials, ticket ID, and values of fields you want to modify. Other fields that were mandatory during ticket creation already contain values you entered while creating the ticket, and because you do not want to modify those fields, you do not enter values through the modify web service call. In this scenario, the following error occurs:

soapenv:Server.userException
ERROR (326): Required field cannot be blank.; 2326

Workaround:

While invoking a modify web service call through SOAP UI, provide information for all fields that were mandatory while creating a ticket or request.

9.0.00
8.1.00

SW00468904

Some messages and the Active/Set Inactive buttons on the Incident, Change, and Release templates are not localized.

Workaround

Currently no workaround is available for this issue.

If you belonged to the Owner Group, but did not belong to the Assignee Group of an incident ticket, when you selected an incident ticket from Incident Management Console and clicked Assign to Group Member from Quick Actions, an ARERROR 1291053 error occured.

9.1.00
9.0.00
8.1.00
8.0.00
7.6.04 SP2

In the Onboarding Wizard, when you click on a step before the data in the table for the previous step is loaded, a caught exception error is displayed.

To troubleshoot
You must wait for the data from the previous step to loaded before you click the next step. In case the error is displayed click OK in the error dialog box.

9.0.00
8.1.00

9.0.00
8.1.01

9.0.00
8.1.02

SW00488146

When you create a problem investigation record, the Contact Company is set as your default Support Group Company. As a result, if you are a member of multiple companies in a multitenant environment, users who do not belong to a particular company can also view the problem investigation record.

This issue has been fixed with the new row-level security feature in BMC Remedy ITSM 9.1.00. For more information, see Row-level security.

9.0.00
8.1.00

9.1.00
9.0.00
8.1.02

9.1.00
9.0.00
8.1.02

9.0.00
8.1.01

The HPD:IncidentInterface_Create form mapped Location Company into Contact Company. If the Service Request Definition (SRD) had different mapping defined for Location Company, error ARERR 48255 occurred and incident creation failed.

9.1.00
9.0.00
8.1.02

In a problem investigation notification, the value of Investigation Driver was not translated to German.

9.0.00
8.1.02

Company specific notifications did not get triggered when you disabled the global notifications, after configuring the following notification tags on the SYS: Notification form:

• HPD-CRQ-ChangeRequestStatus
• HPD-PBI-IncidentInvestigationAssociation
• HPD-PBI-InvestigationCompleted

9.0.00
8.1.00
7.6.04 SP2

Broadcast message did not popup although it is configured in the Application Preferences. The behavior of broadcast popup did not work as per the documentation.

Refer the updated documentation. See Working with broadcasts.

9.0.00
8.1.02

In Problem Management, company specific notifications did not get triggered when you disabled the global notifications after configuring the following notification tags on the SYS: Notification form:

• PBM-PAS-AssigneeAssociatedChangeCompletion
• PBM-PAS-ManagerAssociatedChangeCompletion
• PBM-PKE-AssigneeAssignment
• PBM-PKE-GroupAssignment
• PBM-PKE-ProblemManagerAssignment
• PBM-KDB-AssigneeGroupAssignment
• PBM-KDB-AssigneeIndivAssignment
• PBM-PKE-ProblemManagerGroupAssignment

9.0.00
8.1.00
7.6.04 SP2

9.0.00
8.1.00

9.0.00
8.1.02

9.0.00
8.1.00

When you run the Data Management contract job, the following error is displayed.

1182 – Invalid child identifier

Workaround:
In the CTR:LCR:ValidateCertificateChild_Staging filter, update the below information at the start of the qualification used in the Set Field action:

From: ('CertificateName' = $Child_Instance_ID$) AND ('DL_Status' >= "Validated") AND ('Error_Flag' = ) AND ('Parent_Job_GUID' = $Parent_Job_GUID$)

To: ('instanceId' = $Child_Instance_ID$) AND ('DL_Status' >= "Validated") AND ('Error_Flag' = ) AND ('Parent_Job_GUID' = $Parent_Job_GUID$)

9.0.00
8.1.02

SW00496120

SW00497280

An error message is displayed if all of the following conditions are true:

• You are a member of a company.
• You create a task for a company to which you do not have access permissions.
• You select the product categorization specific to your company

In Data Management, when you use the Data Wizard and select the option for merging target value for company merge, then if you select a company from the Merge into this company section, you get the following error:

The specified menu is invalid. (ARERR 9372)

When you try to merge Company or Support Group data, you get the following error:

552: "The SQL database operation failed.", "ORA-00933: SQL command not properly ended.

In Data Management, when you try to merge Support Group data, when no other Count or Update operation is in progress, you get the ARERR 45457 error. An error message similar to the following error is displayed:

An other Count/Update action with the Data Wizard started at 10/26/2015 1:16:51 AM is currently being performed. 
Only one Count/Update action can be performed at any given time. (ARERR 45457)

9.0.00
8.1.02

After you merge two companies by using the Data Wizard in Data Management, users from the merged companies cannot select support group values from dropdown lists such as Assignee Group, Owner Group, and so on.

9.1.00
9.0.00
8.1.02

The WSDL file in the HPD_IncidentInterface_WS web service was corrupted.

The work info email does not get sent if you use lower case prefix in the subject line of the email when updating an incident using RBE. Also, no error is displayed about this failure.

Workaround:

In the RBE:Rule form, add the following Rule Qualification for the Incident Add Worklog rule:

('Subject' LIKE "RE:%") AND ('Subject' LIKE "%INC%")OR(('Subject' LIKE "%inc%")

When you create support groups using the Unified Data Management (UDM) (Data Management > Spreadsheet Management >Spreadsheet Type >BMC template) and import them into ITSM, these support groups are not automatically available for assignments.

For example, create support groups for Invention Inc. using the UDM. If you select Invention Inc. as a contact/location company while creating/modifying a ticket, the assignment menus do not display the support groups of Invention Inc.

Workaround

For making these support groups (created using the UDM) available for assignments, you must include them to the company they belong to.

In the example below, let us include the support groups (created using the UDM) to Invention Inc.

1. From the Application Administration Console > Foundation  > Advanced Options  > Support Group Assignment Configuration > Configure Assignment Groups for a Service Company > Support Company drop-down list, select Invention Inc. This displays the list of support groups associated with Invention Inc.
2. From the Service Company Assignment Support Groups drop-down list on the Configure Assignment Groups for a Service Company form, select Invention Inc. 
3. Select the required support groups (displayed on the left) and click  . The selected support groups are added to Invention Inc. and are available for assignments. 

9.0.00
8.1.01

SW00500616

7.6.04,

8.0.00, 8.0.01, 8.0.02, 9.0.00, 9.0.01

9.1.00

If you were an Incident Owner with only Support Group Manager functional role, you could not relate a Closed incident ticket to other incident tickets; an ARERR 1930002 occured.

9.1.00
9.0.00
8.1.01

From the Data Management > Job Console, when you load CI data by using the CI-CMDB Express template, the data management job now runs successfully. 

Modifications to a group name using the data wizard no more requires a manual modification to any concatenated field values on the Group form. For example, if you are changing a group name, the long group name is automatically updated in the Group form and email notifications work correctly.

When you related a knowledge article to an incident ticket, such that the same knowledge article was already related to the incident, an ARERR 371 occurred.

If you had installed BMC My IT or BMC Remedy with Smart IT with the Remove leading zeroes from IDs of new tickets option selected, and you try to update the work log of an existing record by sending an email, a work information note is not created.

The Incident Rules settings of Changeable Reported Date, Changeable Responded Date and Changeable Resolution Date fields did not work as expected for closed or resolved incidents. As a result, with Incident User permission and Support Group Lead or Incident Manager functional roles, you could not modify the Reported Date, Responded Date, and Resolution Date fields.

The Merge target values action on the Data Management > Data Wizard now successfully merges data between the following entities:

• Companies
• Support groups within a company
• Support groups across companies

SW00506292

If you create a user without using the People template, Asset Admin permission is unavailable in the User form. This behavior causes people synchronization failure.

If you only had the Problem Submitter permission, you could not create a new problem ticket from BMC Remedy with Smart IT. The following error occured :
You do not currently have permission to submit or modify a Known Error request. Notify your administrator.

When BMC Remedy Single-Sign On (RSSO) is installed and configured for BMC Remedy AR System, clicking the Approve, Reject, or Hold options in Approval Central two dialog boxes are displayed: the credential sign in dialog box and the double authentication dialog box.

If you have multiple configuration items with the same name but for different companies, when you run a data management job to load the data for a worklog  and CI relationship, the UDM now builds the correct relationship between the worklog and the company.

When you passed parameters such as first name, last name, and email ID, people lookup did not consider email ID in the list of input parameters. As a result, it returned non-unique records when there were multiple people with the same First Name and Last Name. An error similar to the following error occurred:

2 records have been found for the Incident contact information you have provided.  Please talk to your data administrator to make this data unique.

**** Filter "SHR:SPF:Contact_Multi_Found": No enabled error handler

9.1.00
9.0.01

SW00506821

If duplicate and invalid entries with the same parent group, support group, or permission group ID exist in the CTM:SYS-Access Permission Grps or Group form, you may encounter an error when upgrading BMC Remedy IT Service Management to a higher version,  and the upgrade may fail due to the invalid and duplicate entries. To prevent the upgrade failure, BMC recommends you to:

• Run the BMC Remedy Configuration Check utility before upgrade which verifies whether any duplicate and invalid entries exist in the CTM:SYS-Access Permission Grps or Group form. 
• If duplicate and invalid entries exist in the CTM:SYS-Access Permission Grps or Group form, correct or delete them. For details see, BMC Remedy ITSM checks.

SW00506972

When creating a People record using a People template from an incident ticket, the  permissions and access restrictions are updated in the CTM:People Permission Group form, but are not updated in the Group List in the User form. Also, a People record is created on the CTM:People form, with Enabled status.

9.1.00
9.0.00
8.1.01

SW00507045

When sending an email from Email System in an incident ticket, if you added the email subject line in Japanese, and if the number of characters in the subject line exceeded the length of the Summary field on HPD:WorkLog form, the following an ARERR 306 error occured.

With Support Group Admin functional role, you could not access the HPD: Template form from the Application Administration Console. You could not create incident templates and the following error occured:

You do not have access to view this form. You will be redirected to the Home Page. (ARWARN 48638)

The Open Tasks field on the CTM:People form now displays the correct number of tasks that are in open state. 

The decision tree functionality did not work with Oracle database. While creating an incident ticket, if you selected the Decision Tree option from Functions in the left pane, the branch details are not populated and the window closes.

If multiple main branches were configured in one decision tree, the decision tree functionality did not work as expected. The following issues were observed while using the decision tree:

• The Decision Tree Selection popup window displays only the first main branch. You cannot view or select the next main branches.
• The Select and Back buttons do not work correctly, and the selected branch item does not get applied to the incident ticket.

The overall user interface and functionality is not useful when using decision trees that have multiple main branches.

Refer the updated documentation. See Using the Incident Management decision tree in version 9.1.01.

SW00509651

SW00510986

SW00511445

SW00512146

SW00512420

SW00512436

SW00512847

SW00513001

For an incident or a work order, the Internet Email field in the Email System form displays a semi-colon ahead of email address.

SW00513261

SW00513264

SW00514201

SW00514659

SW00515302

SW00515540

SW00515725

SW00515788

If you modify the name of a support organization from the Arabic locale to the English locate by using the Data Wizard, the new name of the support organization is not updated.

SW00515954

SW00516045

In the incident request form, if you do not select the Public check box and add an activity note, the last modified date is not updated.

SW00516234

When you cancel a problem, the tasks attached to the problem are not cancelled.

SW00516510

For a ticket, field 112 displays the IDs of support groups but does not include the ID of the company associated with the ticket.

When you assign user A's ticket to user B, the number of open tickets assigned to user A does not decrease but remains the same.

Workaround

None

When you execute a Data Management job, it gets stuck in In Progress state for a long time. When you check arjavaplugin logs, you may get an error relevant to invalid execution instance or an error relevant to creating an entry in the UDM:Execution form.

Workaround

You may try one of the following workarounds:

• Restart your AR Server and rerun the Data Management job.
• Remove the execution entry of the Data Management job from the UDM:ExecutionInstance form and rerun the job.

On the BMC Remedy ITSM home page, when you search for tasks, the search results fetch a single task even if multiple tasks exist in the system.

Workaround

None