BMC Communities : Thread List - Knowledge Management

RKM 7.2 - Solution Workflow

forums@developer.bmc.com — Fri, 20 Nov 2009 09:56:51 GMT

Hi,

I was reading the Planning and Configuration Guide, and came across Solution workflow. Now i want to know more about the filter to be created, like wat are the If Actions/Else Actions.

Please can anyone provide more details on the Fiter to be created?

Also I'm unable to find the stub filter mentioned in the guide KMS:Workflow.

Thanks & Regards

Karthikeyan

RKM 7.5 supports Win Server 2008 and MySQL 2008 , 64 bit ???

forums@developer.bmc.com — Thu, 19 Nov 2009 08:27:50 GMT

Hi!

Does RKM 7.5 supports Win Server 2008, x64 because Compatibility matrix document doesn't include beside supported versions word "or higher" I suppose that Win Server 2009 x64 is not supported.

How it with supportig RKM database - does it support MS SQL 2008 x64 database?

Our case is this:

We have ARS, Midtier servers on WiN Server 2008, x64. Also database is MSSQL 2008 x64.

If RKM doesn't support OS version Win Server 2008, x64 this mean that we will have to use Win Server 2003, x64. Can we use DB in this case which is version MS SQL 2008 x64 or must we use separate DB MS SQL 2003 x64 as well.

Any experience regarding RKM and new version of OS and DB?

Thank you!

Regards

Scrit error when I create new documents at RKM

forums@developer.bmc.com — Wed, 18 Nov 2009 12:51:18 GMT

Hello all,

After installing RKM 7.5 patch1, when I click Create Knowledge I take a script error (please see file attached) and I cannot create documents. Before installing the patch, everything was working fine.

Has anyone else faced this kind of problem? What are the options for debugging?

Thnx in advance for your ressponses,

Antonis

Adding links into solutions

sydney_dent@bmc.com — Thu, 15 Oct 2009 19:56:38 GMT

Hello all,

Is it possible to add a link to a help file as a part of a solution? If so, how?

Thanks,

Syd

Has anyone indexed documents stored in a SharePoint Doc Library for RKM?

forums@developer.bmc.com — Tue, 17 Nov 2009 21:41:59 GMT

I need to include docs that are stored in a SharePoint doc library in the search. For other search engines there are connectors that allow them to access the SharePoint content. Is there such a coneector for Hummingbird? Does anyone have any other ideas for getting at the files (short of copying them to a network drive)?

Converting older KMR knowledgebase htm data into RKM 7.5

holtdw@state.gov — Tue, 10 Nov 2009 21:31:00 GMT

Is there a tool or conversion utility that can help us migrate our knowledgebase documents from the older KMR 5.21 html templates into the newer RKM 7.5 system? There may be, but most likely from the more recent versions.

We have 2 separate Remedy/KMR systems we are using. The overall project is a merger of these systems into one Remedy/RKM 7.5. One KMR setup is unaltered (i.e. standard out of the box doc templates) and the other has some customized tags for additional data embedded in the document templates. We are willing to accept that our customized templates may have to sacrifice their additional data tags. We will have to cope by merging the extra data into some other place. Anything that may help us to import this data (all or in part) would be a great start.

I am an analyst giving supplemental support to another contractor that is tasked with the actual Remedy upgrade/conversion project. But they seem reluctant to even try handling the kb conversion aspect of this project and would prefer we (the users) do the manual labor of getting our kb data migrated. If it comes down to that, I want something to work with to automate the conversion to whatever degree it is possible.

Thanks!

Dave

RKM throwing error Invalid object name 'kms_user'

forums@developer.bmc.com — Mon, 16 Nov 2009 16:38:49 GMT

Hello,

I searched around for a while and didn't see any threads directly related to this problem I am having.

I recently (last week) had to do an emergency SQL server switch. The SQL server was throwing some unrecoverable errors, OS related not database related. I built a new SQL server and moved the ARSystem and rkm database files over. ARS is running great but I can't connect to rkm after the move. I know RKMAdmin is able to connect to the database because initially SQL was throwing an authentication error. After I reset the password in the KMS_config file the authentication error on SQL stopped. RKM is pointed to the new database and is able to log in without error.

Here is the problem:

When I try to access the module from Incident or its own management console I get error:

type Exception report

message

description The server encountered an internal error () that prevented it from fulfilling this request.

exception

javax.servlet.ServletException: Servlet execution threw an exception

kms.filters.SystemFilter.doFilter(SystemFilter.java:29)

root cause

java.lang.Error: UserBeanRequested User: 'MY NAME(MYUSERID)' NOT created in Database! Cannot create PoolableConnectionFactory (Invalid object name 'kms_user'.)

kms.user.UserBean.createUserInDB(UserBean.java:201)

kms.user.UserBean.createNewUser(UserBean.java:65)

kms.user.UserManager.createNewUser(UserManager.java:88)

kms.authentication.RemedyAuthenticator.createUser(RemedyAuthenticator.java:178)

kms.authentication.RemedyAuthenticator.isUserAuthenticated(RemedyAuthenticator.java:109)

kms.web.TemplateServlet.doGet(TemplateServlet.java:42)

javax.servlet.http.HttpServlet.service(HttpServlet.java:690)

javax.servlet.http.HttpServlet.service(HttpServlet.java:803)

kms.filters.SystemFilter.doFilter(SystemFilter.java:29)

note The full stack trace of the root cause is available in the Apache Tomcat/5.5.26 logs.

In the stdout.log I get:

GoatCacheManager shutdown() starts...

After diskMgr.shutdownEx()

GoatCacheManager shutdown() end

- Trying to load configuration arsys_api.xml

- Could not load optional configuration arsys_api.xml

- Trying to load configuration default.xml

- constructor(arcatalog)

- Trying to load configuration arsys_api.xml

- Could not load optional configuration arsys_api.xml

- Trying to load configuration default.xml

- Connects to ARServer myARserver through com.bmc.arsys.api.ProxyJRpc@b05236

- Api source is identified as: AP996056726958cyZURwGDAAAAKQAA

16-Nov-09 10:55:14 INFO: ApplicationContextListener: ********** Starting initialization **********

16-Nov-09 10:55:14 INFO: ApplicationContextListener: Java HotSpot(TM) Client VM

16-Nov-09 10:55:14 INFO: ApplicationContextListener: Initializing from 'RKM_BootCfg.xml'

16-Nov-09 10:55:14 INFO: ApplicationContextListener: ContainerBasePath = 'C:\Program Files\Apache Software Foundation\Tomcat 5.5\webapps\'

16-Nov-09 10:55:14 INFO: ConfigBoot: Loading config boot data from 'C:\Program Files\Apache Software Foundation\Tomcat 5.5\webapps\RKM_BootCfg.xml'

16-Nov-09 10:55:14 DEBUG: ConfigBoot: bootConfigurationDirectory = 'C:\Program Files\ar system applications\BMC Remedy Knowledge Management\data\'

16-Nov-09 10:55:14 DEBUG: ConfigBoot: Config boot data loaded.

16-Nov-09 10:55:14 INFO: ConfigLoader: RKM URLContextPath Set: '/rkm'

16-Nov-09 10:55:14 DEBUG: ConfigLoader: Instantiating ConfigLoader.

16-Nov-09 10:55:14 INFO: ConfigLoader: Loading RKM Boot config data... Path=C:\Program Files\ar system applications\BMC Remedy Knowledge Management\data\kms_conf\KMS_config.xml

16-Nov-09 10:55:14 * ERROR: Config: ERROR [loadEventTypes]: Cannot create PoolableConnectionFactory (Invalid object name 'kms_user'.)

16-Nov-09 10:55:14 * ERROR: Config: ERROR [loadReports]: Cannot create PoolableConnectionFactory (Invalid object name 'kms_user'.)

16-Nov-09 10:55:14 * ERROR: kms.TaskDaemon: Failed to get list of tasks to perform

16-Nov-09 10:55:14 * ERROR: kms.NotificationDaemon: Failed to get list of notifications to send

It is as if the RKM module cannot see the dbo.kms_user table in the SQL database.

Any help please?

I am running:

RKM 7.1

ARS 7.1

Tomcat 5.5.26

All servers Windows 2K3 Enterprise

MS SQL 2005

Link from RKM to SRM

forums@developer.bmc.com — Fri, 13 Nov 2009 11:10:38 GMT

I am well aware there are ways to link from SRM to RKM but has anyone created a link from RKM to SRM? Need to understand how this can be done given that the consoles are displayed using data visiualisation?

The scenario is that a user on an intranet page will enter RKM Self Help / Knowledge Management Console directly. They will look for self-help on RKM and then as a result they may need to raise a request in SRM, either based on the directions in the solution or if no solution was found. We're looking for this to be as seamless as possible, hence the need for a link.

Issues with RKM URL

jack.hobbs@aggregate.com — Wed, 11 Nov 2009 12:22:35 GMT

I have a few access issues I would like to resolve.

I can access the knowledge base when I browse to:

http://150.2.9.87:8080/rkm (Currently set in rkm config)

http://localhost:8080/rkm (Only works on server)

http://127.0.0.1:8080/rkm (Only works on server)

I can get the logon screen but cant log into the Knowledge Base via the web or upload attachments in the cient when the rkm.config.cfg is set to either:

http://servername:8080/rkm

http://servername.domainname:8080/rkm

I was told by a third part support company that this is not working due to a DNS issue, can anyone confirm if they would agree with this. Or offer any advice on what I could check for next.

Regards

file://\\htt

KME 9.2.00.002 - External Docs Checkbox

mgraves@columnit.com — Wed, 11 Nov 2009 14:31:03 GMT

All,

After applying the addition to the KMS_Config under the Indexing node to be able to index external directories, I wanted to see if it was possible to default the checkbox for "OtherDocs" under the Advanced Search to be checked.

Below is the code I added to the Indexing node:

It looks as if the code that controls this is in search.jsp, but I believe can only be accessed by modifying the actual class that it resides in.

Is there a much easier way to do this, as I do not have access to the files required to be able to re-compile the required class files.

I even tried tricking the browser via the address, but no luck. I have not found a flag to check the OtherDocs Checkbox.

http://Servername:8080/rkm/search.jsp?&remedy=1&locale=en&ID_Published=on&ID_Draft=on&ID_General=on&dltk=MA0179364899&USB=http://Servername/SDE/KME_UseSolution.aspx?#

Any help would be greatly appreciated.

Thank you,

Matt

Steps to create a Knowledge Database Account

forums@developer.bmc.com — Wed, 11 Nov 2009 18:28:50 GMT

Hi,

I'm trying to configure the Database Connection Settings and the Knowledge Database Account. I'm working with Oracle 11g, so my database connections are similar to:

Type: Oracle

Driver: oracle.jdbc.OracleDriver

URL: jdbc:oracle:thin:@databasehost:port:instance

I'm almost sure that the connection is working, but Database people is doing quite complicated.

What are the steps that database people must do to have the account perfectly configured so we won't have to use a dba login information to create objects? They are requesting the scripts to create the user, permissions, etc.

We will ask them to create the database objects later.

Do you know what are the steps to create that account?

Thanks and regards,

Jose Antonio.