9.1.00

7.6.04,
8.0.00,
8.1.00

8.0.00,
8.1.00

If you enable rejection justifications on the AP:Process Definition form, the following issues occur:

• When  you reject a release request in Approval Central, the rejection justification that you submit is not saved to the Work Details tab of the release request.
• When you reject a change request from the release request form, the rejection justification dialog does not open, and the release request remains in the Pending status.

8.0.00,
8.1.00, 9.0.00

The online documentation was missing some information related to the Change Manager functional role. The following description of the Change Coordinator was added to Creating a change request at the initiate stage.

Change Coordinator - Specify the user responsible for the change. The list is populated with people with the Change Coordinator or Change Manager functional role and who are included in the Coordinator Group selected.

8.0.00,
8.1.00, 9.0.00

8.0.00,
8.1.00, 9.0.00

SW00464057

SW00466995

The following issues were identified with the RTF field when using Microsoft Internet Explorer versions 10 or 11:

• You cannot modify the field when you select all the content entered in the field.
• You cannot navigate the field using the keyboard arrow keys if you add hyperlinked content to the field.
• Content alignment does not function as expected.

Workaround

• Ensure that content is not selected in the field when you want to modify the content.
• Use the mouse to navigate to a specific location in the field.
• Ignore the content alignment settings.

Upgrade of a stand alone installation of BMC Knowledge Management from version 7.6.04 to Service Pack 2 for version 8.1.00, resulted in errors.

Workaround

Complete the following procedure before performing a upgrade of a stand alone installation of BMC Knowledge Management:

1. Open the CTM:SupportGroupAssocJoin_PMC join form in BMC Remedy Developer Studio.
2. Choose Form > Add/Remove fields in View.
3. Add the Full Name (1000000017) field from CTM:People Form.
4. Save the join form.
5. Open the CTM:SupportGroupAssociationLookUpJoin_PMC form
6. Choose Form > Add/Remove fields in View.
7. Add the Full Name(1000000017) field from the CTM:SupportGroupAssocJoin_PMC join form.
8. Save the form.

You can then run the upgrade process for the stand alone installation of BMC Knowledge Management.

The following string on the Run tab of RKM:DocumentsMigrationTool form is not translated to German:

Use this tab to select one or more XML templates and to run the conversion.

The message for ARNOTE 170236 was not translated to German. The following English message appeared:

Search preferences removed successfully. Please disconnect and log in again. (ARNOTE 170236)

When creating a knowledge article using a Reference template, you pasted an HTML code by clicking the View HTML Code button on the Content tab and saved the article. Then while previewing the article, if you clicked the small triangle icon to expand the content details, the triangle icon toggled correctly, but the content did not unhide.  However, the contents expanded correctly if you clicked on the background area of the small triangle icon while previewing the article, or when you opened the article for editing.

The issue occurred only when you used the Article Conversion Tool on Mozilla Firefox and Internet Explorer web browsers, and did not occur if you created the article directly from the Reference template.

The German translation for some filters on the Report Console is not available. The Available Fields list from the Show Additional Filter in the Report Console is not completely translated in German for the Knowledge category.

The Knowledge Category field on the Report Console is translated as Kategorie Wissen. For other functions such as Knowledge durchsuchen, Knowledge-Quellen verwalten, Knowledge-Sichtbarkeit verwalten, and so on, the the word Knowledge is not translated to German. It is retained in English.

9.0.00
8.1.01

9.0.00, 9.1.00

8.0.00,
8.1.00, 9.0.00

While creating an incident ticket, if you related it to a knowledge article that had double quotes in the title, before saving the incident ticket, the Resolution and the Resolution Categorization fields on the incident ticket were not populated.

9.1.00
9.0.00
8.1.00

In the AR System Deployment Management Console, when you import a zipped file containing form data which is not present on the target server and click Deploy, the Status changes to Deployed, but the Status Reason displays the following error:

ERROR (303): Form does not exist on the server.

Note: Ensure that the form data is present on the target server before you start the import.

CIs were not removed from the asset inventory even after their status was changed from In Inventory to Deployed by the Discovery tool.

If you updated change request attributes such that the update initiated the approval phase, approval mappings matching the updated attribute values were not considered for approval signature generation. Instead the attribute values prior to the update you made were matched with the approval mapping qualification criteria, causing the mappings to be disregarded.

In the AR System Deployment Management Console installed on a BMC Remedy IT Service Management stack, when you create a package that is validated against any analyzer rules and click Build, the build process fails with the following error:

Error: ARMigratePlugin: Validation completed.  Results: User-Rules ERROR: Internal Error, Analyzer returned a null/invalid result-code.

Workaround:

From the armonitor.cfg (armonitor.conf) file increase the maximum size for the Java Heap.

1. Stop the BMC Remedy AR System server.
2. For Windows:
   1. Open the armonitor.cfg file located <ARSystemInstallDir>\ARSystem\Conf\ directory.

   2. Locate the following Java plug-in server command and change the maximum size for Java Heap

      C:\Program Files\Java\jre1.8.0_31\bin\java>" -Xmx512m -classpath "<C:\Program Files\BMC Software\ARSystem\pluginsvr

      to

      C:\Program Files\Java\jre1.8.0_31\bin\java>" -Xmx1024m -classpath "<C:\Program Files\BMC Software\ARSystem\pluginsvr

3. For UNIX:
   1. Open the armonitor.conf file located /etc/arsystem/<servername>/ folder.

   2. Locate the following Java plug-in server command and change the maximum size for Java Heap.

      usr/JAVA/jdk1.7.0_67/jre/bin/java -Xmx512m -classpath /data1/bmc/ARSystem/pluginsvr

      to

      usr/JAVA/jdk1.7.0_67/jre/bin/java -Xmx1024m -classpath /data1/bmc/ARSystem/pluginsvr

4. Save and close the armonitor.cfg (armonitor.conf) file.
5. Restart the BMC Remedy AR System server.

The View Counter and Use Counter fields on knowledge article did not display correct values of view count and use count. The counters did not increment correctly every time you viewed or used an article. As a result you could not identify important articles.

9.1.00
9.0.00
8.1.00

SW00490305

You could not update title of a knowledge article in Draft status. When you tried to update the title of an article in Draft status, the following error occurred:

Too many filters processed during this operation (ARERR 298).

New versions of knowledge articles did not retain the Use Counter, View Counter and Search Boost Value values from the older version.

The Risk Level for a change request created by a Service Request is set to the default value, instead of the value defined in the change template used.

SW00491758

When you create an Asset Restoration service target using AST:CIUnavailability, add specific milestone actions, and then build the service target, the Milestone filter does not build as expected.

Workaround

1. From the Home Page, open the Application Administration Console.
2. Click the Custom Configuration tab.
3. Expand Service Level Management > Configure Application Settings.
4. Double-click Templates.
5. From the Show Templates For list, select Actions.
6. Double-click the Notify Availability Assignee entry.
7. Click one of the duplicate z1D Action entries.
8. Click Remove Item.
9. Click OK. 
   The Templates dialog box reappears.

10. Click Update Linked Objects.
    
    Note: Make sure that the Action you recently modified is selected. 

11. Repeat steps 6-10 for "Notify Availability OLA Assignee" and "Notify Availability Assignment Group Manager."
12. Rebuild the service targets with a status of "Need to be Built."

8.0.00, 8.1.00, 9.0.00,
9.0.01

When viewing knowledge search results on Microsoft Internet Explorer versions 8 and 9, the font size of the text was differernt.

When you create a change request, and move it to the next stage using the Process Flow bar, you are promoted to enter missing mandatory values required to create the change. The Service field entered as a part of this was not saved to the change request.

Full Text Search indexed knowledge articles based on the ArticleAuthor field, which returned irrelevant search results. If your search string contained an author name, the articles authored by that author became more relevant than the articles that were relevant to the subject of the search. As a result, the search results also contained articles authored by the author, but not relevant to the search subject.

When you create a change request, and then move it to the next stage using the Process Flow bar, you are promoted to enter missing mandatory values required to create the change. If you updated the Change Risk Questionnaire as a part of this, your answers were not saved. You had to update the Change Risk questionnaire using the link provided on the Change form for the Risk Value to be computed and saved.

SW00493981

In the Asset Management Settings form, while configuring the settings, if you select Yes from the Sandbox Enabled list, the system does not display the following message while saving a business service CI:

Updates to this CI have been successfully submitted and added to the reconciliation queue. Fields modified will display previous data until the reconciliation job has been processed. Clicking ‘Save’ again is not necessary.

8.1.00,
9.1.00

SW00495471

SW00496134

The default values of Boost Use Relevancy and Boost View Relevancy fields are incorrect. As a result the search boost value of articles that are viewed are used more times is excessively large. This results in irrelevant articles being listed in the top of search results, and more relevant articles that are not viewed or used excessively being listed lower in the search results.

The default values of these fields are updated to improve search result relevancy. For more information, see Relevancy section in the BMC Knowledge Management online documentation.

9.0.00,
8.1.00,
8.0.00,
7.6.04

With the Knowledge Viewer role, you could not view articles that were in Content Review status from the Request Entry Console of BMC Service Request Management.

SW00500494

SW00502301

In the Application Preferences form, if you update the company of a Change User or a Change Viewer, the Change Management Console and Change Console display incorrect records.

SW00502648

If the entry for Global company in PCT:ProductCompanyAssociation form was disabled, an ARERR 10000 error occured when you created a new knowledge article. The following error message was displayed:

The resolution product categorization values are not correct. Use the menus to select this information. (ARERR 10000).

9.1.00
9.0.00
8.1.01

SW00504167

For an incident, if you add any attachment related to the work info, the out-of-the-box webservice does not display the name of the attachment.

SW00504613

For external articles, the Request Cancellation functionality did not work and external articles could not be cancelled.

8.1.00
9.0.00
9.1.00

The Delete Article functionality was available for external articles that were in Published status, whereas the functionality should be available only for articles that are in In Progress status.

8.1.00
9.0.00
9.1.00

SW00505038

In the Japanese locale, if you change the status of a change request from completed to closed, the change request goes into draft mode. 

SW00505104

SW00505625

SW00506109

SW00506183

SW00506974

When you save a change request, the Product Categorization field value is cleared if all of the following conditions are true:

• Not entered a value in the Service CI field.
• Moved the cursor from the Service CI field to another field.

SW00507306

SW00507337

If you were an assignee of a new version of a knowledge article, and you had Knowledge User permission, you could not edit the update request of the new version of the article.

SW00507708

A task assigned to a support group is automatically assigned an individual if all of the following conditions are true:

• The individual is a member of the support group.
• In the CTM:People form, if you set the Assignment Availability of the individual to No.

SW00507847

SW00508993

If you ran an Atrium Integrator job to update the Action field to Delete in the AST:AssetPeople form, the workflow doe not delete the AST:AssetPeople records.

When you progressed an article form Draft to SME Review status using an application that integrated with BMC Remedy ITSM using an API, such as BMC Remedy with Smart IT, the review assignment configuration did not work. The Assignee and Assignee Group fields did not get updated based on review assignment configuration.

SW00510214

9.1.00
9.0.00
8.1.01

SW00510799

SW00510824

When you searched for any request such as  change, problem, incident, and so on, which had several associated tasks, the search results listed all tasks first, whereas the actual request was listed as the last search result.

SW00511074

SW00511993

A non-admin user cannot see the copied work info entries attached to a copied change request.

SW00512198

SW00512356

On the Asset Management console, if you do not update the Company field and search for business service CIs, the search results do not include the business service CIs.

SW00512695

SW00512782

SW00513750

SW00514227

SW00514480

SW00514914

SW00515058

In the CTM:People form, when you create a people record, if the Corporate ID field displays a value, the ID filed in the AST:Person form does not display the same value.

SW00515115

SW00515120

SW00515283

SW00515333

SW00515846

SW00515852

An alternative approver does not receive the approval notification for a purchase request.

Workaround

None

If you attach a Process Designer process to a Change request, the Change request gets stuck in the Planning In Progress (PIP) status even after approving it. This issue arises only in the fresh install of BMC Process Designer.

Workaround

A user with administrator permissions must manually update the following fields in the AP:Rule Definition form for the rules - Process Designer Rejected and Process Designer Approved: