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The scenarios detailed below are common ones that can occur within DWP/DWPC along with some basic troubleshooting steps. If a Support case is needed, the logging to supply when creating the case is mentioned. The documentation links referenced below are for version 19.08. If you're running a previous version, similar links will exist for those versions as well (unless there was some change/addition to functionality in that specific area).

 

In the information below:

 

DWP = Digital Workplace Basic/Advanced

DWPC = Digital Workplace Catalog

 

1) Problem with items displaying in DWP views (i.e. Catalog/Timeline)

 

- For items not appearing in the Catalog, make sure the user is entitled to the item via SRM or DWPC.

- For native DWP Catalog items not appearing, confirm the integration between DWP and DWPC is configured properly:

 

Enabling and configuring the enhanced catalog for BMC Digital Workplace - Documentation for BMC Digital Workplace Advanc…

 

- For Timeline items check to see if any custom queries were added to the SRM Provider

 

- Capture the dwp.log in debug mode when reproducing the issue:

 

           DWP Advanced/Basic - Troubleshooting and how to Collect DWP/UX logs in Debug Mode

 

- Collect F12 (browser logging) or Fiddler capturing the issue:

 

               F12 logging - How to capture network traffic using F12 (Developer Tools) when Fiddler is not an option

               Fiddler logging - How to capture a problem using Fiddler

 

2) Notifications not occurring as expected from DWP

 

- Make sure the event/action is one that will result in a notification:

 

Configuring status updates and notifications - Documentation for BMC Digital Workplace Advanced 19.08 - BMC Documentatio…

 

- Confirm email has been configured properly for DWP:

 

Configuring email notifications - Documentation for BMC Digital Workplace Advanced 19.08 - BMC Documentation

 

- Capture the dwp.log in debug mode when the notification should be occurring

 

3) Post installation steps for DWP Catalog

 

             - Most post-install issues are related to user not having permissions or correct passwords for the DBs/tablespaces. Post-install information below:

 

             Loading the BMC Digital Workplace Catalog tenant setup data - Documentation for BMC Digital Workplace Advanced 19.08 - B…

 

            - For additional troubleshooting/validation steps for the install/post-install, please see the blog below:

 

               Vinay Mane's Blog

 

4) Trouble connecting to DWP/DWPC using RSSO

 

- Documentation link for configuring RSSO and DWP:

 

https://docs.bmc.com/docs/digitalworkplaceadvanced/1908/configuring-bmc-digital-workplace-for-remedy-single-sign-on-8719…  

 

- Follow steps detailed in this article (also mentions logging needed to troubleshoot issues):

 

DWP Advanced-How to Integrate DWP Advanced/Catalog/Mobile with RSSO?

 

- An RSSO diagnostic tool for DWPC detailed here:

 

https://communities.bmc.com/community/bmcdn/digital-workplace/blog/2016/12/22/troubleshooting-myit-service-broker-wip#ji…

 

5) Trouble connecting to DWP/DWPC when SSL is used

 

- Ensure that Tomcat is configured properly for SSL:

 

Configuring SSL for the Tomcat server - Documentation for BMC Digital Workplace Advanced 19.08 - BMC Documentation

 

- For DWP Catalog the following two resources need to be utilized to ensure SSL is configured properly:

 

            Configuring access to the BMC Digital Workplace Catalog server over SSL - Documentation for BMC Digital Workplace Advanc…

 

            DWP Catalog -We have enabled SSL on the DWP Catalog and now we are getting this "PKIX path building failed" error in the DWP Enhanced Catalog Section/ Authentication failed in bundle.logs

 

6) Fulfillment request not getting created from native DWP Catalog service, workflow not completing as expected, but not in a Failed/Error state

 

            - DWP Catalog Console => Reports => Service Requests => View Process => Details pane => Exceptions/Process Inputs

 

- When the issue is reproduced, obtain the bundle.log as detailed below:

 

DWP Catalog - Troubleshooting

 

7) DWP Catalog Approval not working as expected

 

- There could be several items affecting a DWPC Approval, a good set of steps for troubleshooting them is detailed here:

 

https://communities.bmc.com/community/bmcdn/digital-workplace/blog/2016/12/22/troubleshooting-myit-service-broker-wip#ji…

 

- Key items for the remoteaction configuration detailed in the above link:

 

      • Confirm ITSM integration patch is installed properly (Server-Side Filter/API logging from the ITSM server can help here)
      • Correct Java path in remoteaction.bat/sh
      • Correct path to remoteaction SB ApprovalConfiguration forms

 

8) Status from ITSM ticket not syncing properly with DWP Catalog workflow

 

- The items mentioned in #7 will apply here as well since remoteaction is being utilized to sync the status between ITSM and DWPC

 

9) Problems searching within DWP

 

- There are several sources that can be searched within DWP - DWP items, ITSM items, DWP Catalog items. For more details see below:

 

            https://docs.bmc.com/docs/digitalworkplaceadvanced/1908/how-search-works-in-bmc-digital-workplace-871981579.html 

 

- Troubleshooting problems with search will depend on what type of item is being searched. Details on each item below:

 

      • DWP items - dwp.log and F12 (browser logging) or Fiddler logging capturing the issue
      • ITSM Items - Make sure FTS is working as expected within ITSM, and if searching for SRDs make sure it's working when searching for the SRDs within Request Entry. For logging needed to troubleshoot further, the same logging as for DWP items would be suitable along with Server-Side SQL/API logging from ITSM when the search is done
      • DWP Catalog items - Make sure FTS has been configured, and the search cache has been refreshed for the DWP Catalog server as is detailed in the links below (For logging needed to troubleshoot further, the same logging as for DWP items would be suitable along with Server-Side SQL/API logging, and the bundle.log from the DWPC server when the search is done):

 

                      Configuring search for enhanced catalog items in BMC Digital Workplace - Documentation for BMC Digital Workplace Advance…

 

                       DWP Catalog - FTS - Catalog search is not working for imported SRDs

 

 

Additional reference material:

 

Logging available in DWPC - https://communities.bmc.com/community/bmcdn/digital-workplace/blog/2016/12/22/troubleshooting-myit-service-broker-wip#jive_content_id_Logging_Table