After replacing the old URL with the new URL in the Incident Number Hyperlink field of BMC Remedy Smart Reporting, the tickets continue to open in the BMC Remedy Mid tier irrespective of the application specified in the URL.

Workaround
For the cross launch feature to work, open the relevant report, remove the Incident Number Hyperlink field and add it back to the report. For details, see Updating cross launch settings. 

When you are creating a service request on behalf of another user, and you use type-ahead functionality in the Requested For field, the suggested user names include names that do not match entitlement or on behalf of rules.

Workaround: 

None. When you select a name that is not allowed, an error is displayed.

When you update a new CI Unavailability record and if the Terms and Conditions of the service targets no longer apply, the detach feature does not remove the service target from the request.

Workaround: For more information, see KA413254.

8.1.00, 9.0.00, 9.1.00

SW00418630

When you define service targets while configuring templates for milestones, export these service targets to create an .arx file, and import this .arx file from the source SLM server to the target SLM server, the import fails because of unique index violations.

Workaround: For more information, see KA288979.

An attempt to perform a bulk export of SRDs from the Import Export console fails with an error message stating that the script is either busy or has stopped responding. 

Workaround: 

You can ignore this error message. Click Continue to proceed with running the script, or select the Do not ask me again option on the message box and then click No.

8.1.00
8.1.01
8.1.02
9.0.00
9.1.00
9.1.01 

When an SRD name includes parentheses, and you include parentheses in a search, the system exhibits one of the following behaviors:

• The search is unsuccessful
• The search is successful, but includes an error message stating that the full text search (FTS) service could not complete the requested operation. 

Workaround: 

Do not include parentheses when searching for an SRD by its name, unless you are using a complex query.

8.1.00
8.1.01
8.1.02
9.0.00
9.1.00
9.1.01 

SW00433675

The Go-Back functionality in the Process Wizard does not work if the previous task was an auto-complete task.

Workaround:

Make sure that you use the Go-Back functionality only in a step that follows an auto-complete task.

SW00434614

When you create a Work Order from a Service Request by using the Create New Request action, updates to the Work Info or Activities log in the Work Order are not reflected in the Service Request.

Workaround:

Manually update the Work Info or Activities log in the Service Request and Service Request information when either is updated.

When you use process fields for the Creation ID and License Type fields, the field values are not populated when you create a new request by using the Create New Request action.

Workaround

Manually populate the actual values.

SW00435120

An error occurs when you create a Purchase Line Item if you use the value of a process field as the value of the Price field. An error is reported in the log file as follows:

ERROR (986): Currency fields cannot be used for grouping

Workaround:

Use an explicit value instead of the process field value for the corresponding product.

You cannot use a particular dynamic menu for more than one field in a process. 

Workaround:

To use dynamic menus in a process, create a separate menu for each field.

SW00435136

An error occurs when you create a Work Order if you use the value of a process field as the value of the Request Assignee - Support Group field on the Work Order form.

Workaround:

Use explicit support groups within the action.

SW00435137

Check box field type is not populated by using the Set Field action. 

Workaround:

Use either character or integer type.

SW00435305

When you update the Date or Time field by using the Update Parent Request action, an incorrect value is set.

Workaround:

Do not use the Update Parent Request action to update Date or Time fields.

If you use a colon in the name of the export file, BMC Remedy ITSM Process Designer creates an empty file. No error message about invalid characters is displayed. 

Workaround:

Do not use a colon in the file name of the exported file.

SW00441865

The following issues appear in the French locale of BMC Remedy ITSM Process Designer in French:

• The Email Address field is not enabled after you select the defined email address. 
• Few buttons are not shown completely within some forms.
• Some text is not translated to French.

Workaround:

• Truncated buttons work as designed.
• Ignore text that is not translated to French.

SW00444736

An error occurs if you create a task that uses the Set Field and Update Request actions to copy a date value from a request to a Date type field in a process.

Workaround:

Use the Date/Time process field type. This is applicable for date values too.

When you submit a Product Ordering service request, the following error is reported:

Please enter valid Manager Name.
(ARERR 48905) 

Workaround: 

For more information about this issue, refer to knowledge article KA410160, available from the BMC Support Knowledge Base.

8.1.01
8.1.02
9.0.00
9.1.00
9.1.01 

Process Tracker ignores the "Maintain Layout in Process Tracker" setting when using it for processes that have sub processes.

Workaround:

Currently no workaround is available for this issue.

8.3.03, 8.3.04, 9.1.00

Sub-Processes display multiple dependency lines in the Process Tracker.

Workaround:

Ignore the multiple dependency lines.

When you use the Data Wizard to update a user login ID, favorites for that user no longer appear in the Request Entry console.

Workaround:

1. In the SRS:ServiceRequest_MyFavorites form, search for all entries that contain the old login ID in the Submitter field.
2. Modify each entry in the search results to use the new login ID in the Submitter field.

8.1.01
8.1.02
9.0.00
9.1.00
9.1.01

 

The Request Again link appears for Quick Launch service requests, even though these service requests do not make use of Request Again functionality.

Workaround: 

To request again, locate a quick launch request in Popular Requests or by browsing categories, select it, and click Submit.

8.1.00
8.1.01
8.1.02
9.0.00
9.1.00
9.1.01 

After you install BMC Service Level Management, the views of the following forms do not display the Russian language characters correctly:

• SLM:DashboardSLMgr
• SLM:ServiceTarget
• SLM:SLADefinition
• SLM:Console
• SLM:ConfigTemplates

• SLM:ServiceTarget

Workaround:

None

After you install BMC Service Level Management, the views of the following forms do not display the German language characters correctly:

• SLM:ServiceTarget
• SLM:SLADefinition
• SLM:DashboardSLMgr https://docs.bmc.com/docs/pages/editpage.action?pageId=526246689

8.1.00
8.1.01, 9.0.00,

9.1.00

8.1.01
8.1.02
9.0.00
9.0.01
9.1.00
9.1.01 

When you attach a service target to the HPD:Help Desk, CHG:Infrastructure Change, SRM:Request, or the WOI:WorkOrder data sources and if the service target due date is breached, due to a direct SQL command from the filter corresponding to the data source involved, only the application record SLM Status field is updated to a breached status. The Last Modified By or Last Modified Date fields are not updated.

8.1.01, 9.0.00,
9.1.00

The following database functions are not supported for AdHoc reports:
DATE
QUARTER
WEEK
MONTH
YEAR

If you use these functions, the value returned will be in GMT instead of the user's local timezone.

Tomcat server logs display three types of Severe exceptions.

The following errors may be displayed:

Shutdown Errors — These occur when the SmartReporting
context is shutdown. This usually references background
threads that have not been shutdown properly. 

SEVERE: The web application [] appears to have
started a thread named [FileWatchdog] but has
failed to stop it. This is very likely to create
a memory leak.
SEVERE: The web application [] appears to have
started a thread named [Abandoned connection
cleanup thread] but has failed to stop it.
This is very likely to create a memory leak.

SEVERE: The web application [] appears to have
started a thread named [proxyCleanUpTimer] but
has failed to stop it. This is very likely to
create a memory leak.

SEVERE: The web application [] appears to have
started a thread named [Batik CleanerThread]
but has failed to stop it. This is very likely
to create a memory leak.

SEVERE: The web application [] created a
ThreadLocal with key of type [net.sourceforge.
jtds.jdbc.DateTime$1]
(value [net.sourceforge.jtds.jdbc.DateTime$1
@4b93c478]) and a value of type [java.util.
GregorianCalendar] (value [java.util.Gregorian
Calendar[time=1418668429733,
areFieldsSet=true,areAllFieldsSet=false,
lenient=true,zone=sun.util.calendar.
ZoneInfo[id="America/Los_Angeles",offset=-
28800000,
dstSavings=3600000,useDaylight=true,
transitions=185,lastRule=java.util.SimpleTimeZone
[id=America/Los_Angeles,offset=-28800000,
dstSavings=3600000,useDaylight=true,
startYear=0,startMode=3,startMonth=2,startDay=8,
startDayOfWeek=1,startTime=7200000,
startTimeMode=0,endMode=3,endMonth=10,
endDay=1,endDayOfWeek=1,endTime=7200000,
endTimeMode=0]],firstDayOfWeek=1,
minimalDaysInFirstWeek=1,ERA=1,
YEAR=2014,MONTH=11,WEEK_OF_YEAR=51,
WEEK_OF_MONTH=3,DAY_OF_MONTH=15,
DAY_OF_YEAR=349,DAY_OF_WEEK=2,
DAY_OF_WEEK_IN_MONTH=3,AM_PM=0,
HOUR=10,HOUR_OF_DAY=10,
MINUTE=33,SECOND=49,MILLISECOND=733,
ZONE_OFFSET=-28800000,DST_OFFSET=0]])
but failed to remove it when the web
application
was stopped. Threads are going to be renewed
over time to try and avoid a probable memory
leak.

SEVERE: The web application [] created a
ThreadLocal with key of type
[org.apache.axis.utils.XMLUtils.ThreadLocal
DocumentBuilder](value [org.apache.axis.utils.
XMLUtils$ThreadLocalDocumentBuilder@658e8a92])
and a value of type [org.apache.xerces.jaxp.
DocumentBuilderImpl] (value [org.apache.xerces.
jaxp.DocumentBuilderImpl@712bab54]) but failed to
remove it when the web application was stopped.
Threads are going to be renewed over time to try
and avoid a probable memory leak.

SEVERE: The web application [] created a
ThreadLocal with key of type [java.lang.Thread
Local](value [java.lang.ThreadLocal@69fd51d7])
and a value of type
[com.bmc.arsys.apitransport.session.
ApiThreadLocalStorageBlock]
(value [com.bmc.arsys.apitransport.session.
ApiThreadLocalStorageBlock@7608309d]) but failed
to remove it when the web application was stopped.
Threads are going to be renewed over time to try
and avoid a probable memory leak.

Dec 16, 2014 7:33:33 AM org.apache.catalina.
loader.WebappClassLoader checkThreadLocalMapFor
Leaks

SEVERE: The web application [] created a
ThreadLocal with key of type
[net.sourceforge.jtds.jdbc.DateTime$1]
(value [net.sourceforge.jtds.jdbc.DateTime$
1@4b93c478]) and a value of type [java.util.
GregorianCalendar] (value [java.util.Gregorian
Calendar[time=1418198400000,
areFieldsSet=true,areAllFieldsSet=false,
lenient=true,zone=sun.util.calendar.ZoneInfo
[id="America/Los_Angeles",offset=-28800000,
dstSavings=3600000,useDaylight=true,
transitions=185,lastRule=java.util.SimpleTime
Zone
[id=America/Los_Angeles,offset=-28800000,
dstSavings=3600000,useDaylight=true,
startYear=0,startMode=3,startMonth=2,
startDay=8,startDayOfWeek=1,startTime=7200000,
startTimeMode=0,endMode=3,endMonth=10,
endDay=1,endDayOfWeek=1,endTime=7200000,
endTimeMode=0]],firstDayOfWeek=1,
minimalDaysInFirstWeek=1,ERA=1,
YEAR=2014,MONTH=11,WEEK_OF_YEAR=50,
WEEK_OF_MONTH=2,DAY_OF_MONTH=10,
DAY_OF_YEAR=344,DAY_OF_WEEK=4,
DAY_OF_WEEK_IN_MONTH=2,
AM_PM=0,HOUR=0,HOUR_OF_DAY=0,MINUTE=0,
SECOND=0,MILLISECOND=0,ZONE_OFFSET=-28800000,
DST_OFFSET=0]]) but failed to remove it
when the web application was stopped.
Threads are going to be renewed over time
to try and avoid a probable memory leak.

Chart Error —

This error occurs you visit the chart
creation page, but don't create a valid chart for a report.

BMC:SR:2015-02-10 17:08:12: WARN
(ReportResultBean:renderChart) - Error generating
chart: java.lang.Exception: Unable to determine
chart type for auto chart

java.lang.Exception: Unable to determine
chart type for auto chart

This error occurs you visit the chart creation
page, but save report without creating a chart.

BMC:SI:2014-12-16 02:57:01:ERROR
(ReportDatasetProducer:produceDataset)
- Error creating Dataset: java.lang.Exception:
No X-axis fields found.
Pivot reports require one

java.lang.Exception: No X-axis fields found.
Pivot reports require one

RefCode Duplication Warnings — This occurs when
duplicate records are loaded from the database into a cache.

(OrgReferenceCodeRltshpManager:getAllRefRltshps) -
ERROR: Duplicate loading rltshp data -  Key:
20701|PRIMARY|VIEWCATEGORY|YFVIEWS|FIELDCATEGORY|
WORKDETAILS index: 627

java.sql.SQLException: rollback() should not
be called while in auto-commit mode

Workaround: You can ignore these errors.

When you create or update a service request definition (SRD), the following error is displayed:

CMDBBOException occurred: ERROR (120416): 
An unknown error occured while trying to create 
a CMDB CI Instance for one of the business 
objects; Class : com.bmc.atrium.bol.BOPrice, 
Id : = OI-74a07ee53d0a4fcdb92f7d73372d5361 ; 
Caused by: ERROR (120216): Access to write to 
this dataset has been restricted by your 
Administrator or Configuration Manager. Please 
contact your administrator for further information 
or guidance.; BMC.ASSET (ARERR 191005) 

This error occurs if BMC Atrium Core CMDB dataset level permissions to the production BMC.ASSET dataset have been restricted, and relevant BMC Service Request Management permission groups do not have access.

Workaround:

1. Identify users with SRM Administrator and Request Catalog Manager permissions. 
2. Add those users to a permission group that has writable access to the BMC.ASSET dataset, as defined in the Atrium Core Console dataset configuration. 
   
   For more information, see Managing dataset level permissions (BMC Atrium Core documentation).

9.0.00
8.1.00

The Reporting console banner and navigation panel disappeared after accessing the CMDB dashboard from the BMC Remedy Mid-Tier.

Workaround:

Log off and log on from the BMC Remedy Mid-Tier, and access the BMC Remedy Smart Reporting console.

Previously installed integration component is not detected when upgrading BMC Remedy ITSM Process Designer from version 8.3.02 or 8.3.03 to current version

Workaround

When performing the upgrade select all previously installed integration components.

BMC Remedy ITSM Process Designer rerun does not support additional locales selection if you are using BMC IT Service Management and BMC Service Request Management of versions prior to 9.0

9.0.00, 9.1.00

The Process Layout displayed on BMC Remedy ITSM Process Designer client is not same as the layout displayed in Process Tracker. Layout displayed in Process Tracker appears as a mirror image of the layout in the BMC Remedy ITSM Process Designer client.

When using midtier on a computer installed with Java version 8, the following behavior is observed:

• The outcome labels, of the dependency links for the corresponding decision task, appear overlapped, when viewing the process in the process tracker.

SW00487868

On Change KPI dashboard users cannot see the data for Change Rollback Rate dial on Change KPI meter.

Workaround:

1. Log on to the BMC Remedy AR Server Mid-Tier as a reporting administrator.
2. Choose Applications > BMC Smart Reporting > Smart Reporting console.
3. On the Smart Reporting console, click Browse.
4. Select BMC Remedy Key Performance Indicators > Change KPI.
5. Open the Change KPI Meter report.
6. On the report, click Edit > Data.
7. Click Advance Settings.
8. Click the filter icon
9. From the filter values select KPI name CHG:CHG:Roll_Back_Changes and click Submit.
10. Save and then activate the report

When you create a change request to attach a service target for the CHG:Infrastructure Change form, the SLM Data Visualization Field widget does not display the SVT due date under SLM Status.

However, when you click the SLM Data Visualization Field, the SLM:Integration Dialog form opens and displays the correct SVT due date values.

9.0.00, 9.1.00

9.0.00
8.1.01

When creating a Service Request Definition (SRD) using Process Designer with SRD Type selected as Quick Launch, and after you submit the request, the following error message is displayed on Request Entry console in BMC Service Request Management application:

No URL Specified for Service Request Definition, 
please contact your admin. (ARERR 45382)

Workaround:

9.0.00,
9.1.00

Measurement status on the SLM:TeamMeasurement form shows incorrect values of service target measurements for Service Targets with a status of Missed Goal.

9.0.00
8.1.01

When a Guest user submits a service request with an attachment and tries to access it in the Request Details screen, the attachment is not visible. 

Workaround:  

For the Work Info ID field (database ID 1) on the SRM:WorkInfo form, give View permissions to the Submitter group (ID 3).

8.1.00 8.1.02
9.0.00
9.0.01

9.0.00
8.1.00

When you change the sequence of multiple milestone actions associated with a service target (SVT) by using the Up or Down button, save the changes, and reopen the SVT, the system displays an error message. The actions whose sequence is changed are deleted from the Milestones tab.

Workaround:

BMC Service Level Management

The SLM:ConfigTemplates now display the correct field labels in German locale.

The ABYD:Console Logging does not display any search results in the Configuration tab on the Process Designer Configuration form.

When you launch the BMC Remedy Smart Reporting Console from the Application console, clicking on the Dashboard tab, the a connect reset error is displayed.

Workaround:

In the Tomcat server's server.xml file, add the following proxy entries:

<Connector port="8181" protocol="HTTP/1.1"

maxHttpHeaderSize="8192"

maxThreads="150" minSpareThreads="25"

enableLookups="false" redirectPort="8443" acceptCount="100"

connectionTimeout="20000" disableUploadTimeout="true"

URIEncoding="UTF-8" compression="on" compressionMinSize="2048"

noCompressionUserAgents="gozilla, traviata"

compressableMimeType="text/html,text/xml,text/plain"

SSLEnabled="false" scheme="https" secure="true" proxyPort="9443" proxyHost="smartrep.test.gwu.edu" >

Adding the modified attributed resolves the issue with the connection reset error.

BMC Service Level Management

Workaround:

While reconciling the Asset CI data with the dataset BMC.ASSET.SANDBOX, even after changing the Sandbox Job Calls field value from Continuous to Inline on the Asset Management Settings form, the reconciliation process still continues to happen every 5 minutes.

Workaround:

Restart the AR System server for the reconciliation process or restart reconciliation process to run it in inline mode.

A qualification with value=column on a filter creates performance issue. For example, if you set the below filter and qualification for a Set Field operation instead of column = value, performance issue occurs:

SLM:TeamMeasurement:DoTimeGetBusinessEntityNothingInValue`!
('SVTInstanceID' = $ SLA_InstanceID $) AND ('ApplicationInstanceID' = $ Application_InstanceID $)

BMC recommends you to use a qualification with column = value.

Workaround:

None

When you create a Service Level Agreement (SLA) for a change request and attach a milestone action with the email notification method, the email received by the users includes a change request link. The system displays an error message when the change request link in the email is clicked.

Workaround:

None

When multiple users have same email address, the user sync job creates only one user instead of creating multiple users. In such a case, the user sync job does not function like user onboarding that creates multiple users even if their email addresses are same.

Workaround:

When creating a work note for a work order via email, if the email subject line contains strings such as 'WO', 'wo', 'Wo', or 'wO' preceding the work order ID, the Rule-Based Engine does not identify the work order number correctly, and a work note is not created.

For example, if the email subject line is 'RE: Work Order WO00000000001 xxxxxx', because there is a string 'Wo' in the word 'Work' preceding the work order ID, a work note is not created.

Workaround

Do not include strings such as 'WO', 'wo', 'Wo', or 'wO' preceding the workorder ID in the email subject line.

When updating an incident request through email, value of the Source field on SRM: Request form for the work note is not updated to Email. Instead, the field remains blank. The Rule Based Engine does not update the Source field correctly.

Workaround

Currently, no workaround is available for this issue.

BMC Remedy ITSM

(RSSO)

On the Approval Central form, when a user approves the request from the 3-way join form, the following error is displayed in the log since the password value is sent as a text value.

Error while decrypting password in ConfirmPasswordProcessEvaluator for RSSO authenticationjavax.crypto.
IllegalBlockSizeException: last block incomplete in decryption

Workaround: Ignore this error from the log file.

SW00510255

SW00515725

When you perform the following actions by using the out-of-the-box web service, an attachment added to a work info is missing:

1. Create a service request
2. Add work info to the service request.
3. Add an attachment to the work info.

Workaround

None

When you view the milestones attached to a successfully built service target and close the service target, the following conditions occur.

• A message is displayed mentioning the service target is updated.
• The milestones attached to the service target are deleted.
• The status of the service target changes to Need to be rebuilt.  

Workaround

None