Remedy - ARS 19.02 Corrected and Known issues/defects (AR System Suite)

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    AR System


    APPLIES TO:

    Remedy AR System Suite v.19.02



    DETAILS:

    The Remedy Action Request System Suite 19.02 release is available for download from the BMC Electronic Product Distribution (EPD) site.

    Check also the following information for this version:
    BMC Remedy AR System enhancements
    Product announcements

    The following table lists all the known issues and only the critical customer and partner reported issues corrected in Remedy Action Request System 19.02.
    For information about any particular issue that is not listed in this table, contact BMC Customer Support.

    The Corrected issues are documented here. Please use this link as some information may change and not be updated in the article.
    Note, you need to login into the Support BMC site to access this information.



    Known and corrected issues and Platform installation and upgrade known and corrected issues
     

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           
    ComponentDefect IDDescriptionAffected VersionsCorrected in
    AR System ServerSW00554901(Spanish locale) When you change the locale to Spanish, the DATENAME function does not display month.18.08
    18.05
    9.1.04
    19.02
    AR System ServerSW00553637When you import two different data files with different Diary field values twice, the Diary field values are replaced instead of being appended.18.08
    18.05
    9.1.04
    19.02
    AR System ServerSW00555304If a long-running escalation sends GSI calls on a vendor form, an authentication error occurs intermittently.18.0819.02
    AR System ServerSW00551975When a large number of pending tasks are queued up, full text indexing can inadvertently skip over some pending indexing tasks.18.08
    18.05
    9.1.04
    19.02
    AR System ServerSW00553897When you perform a global Full-text search by using escape (\)character with a wildcard (%), an empty result list is returned and a high CPU and memory usage is detected.      
          18.08    
          
          18.05    
    19.02
    AR System ServerSW00555468When an escalation runs for two to three hours on a form, an authentication exception occurs in the escalation log.18.08
    18.05
    9.1.04
    19.02
    AR System ServerSW00554357No proper audit is performed when you change the status of a Change Request in a Join form.18.08
    18.05
    9.1.04
    19.02
    AR System ServerSW00554021When you search a record on the Vendor form, the following exception is displayed if you configure ARDBC LDAP plugin with Active Directory. Operation Not Supported.18.08
    18.05
    9.1.04
    19.02
    AR System ServerSW00551303(Australian English locale)After you upgrade to version 9.1.03, if you build a custom filter for the date format in Change Management Console, the following error is displayed:
    The date format is invalid (ARERR 8957)
    18.08
    18.05
    9.1.04
    9.1.03
    19.02
    AR System ServerSW00554142When you create an entry on a form, the following error is displayed due to the decimal value precision exceeding the limit.
    The SQL database operation failed.:Error converting data type nvarchar to decimal.(ARERR 552)
    18.0819.02
    AR System ServerSW00554054When you run dbchecker on a form, the dbchecker does not flag bad views in the checkdb.log file.18.08
    18.05
    9.1.04
    9.1.03
    19.02
    AR System ServerSW00553088When you use a REST API to pass user information and credentials, the Application-Confirm-Password command returns a null value.19.0219.02
    AR System ServerSW00550956When an email message has huge plain text body or HTML body with multiple characters, the Email Engine stops processing outgoing emails intermittently.The following error is displayed in the email.log file.
    String index out of range.
    18.08
    18.05
    19.02
    AR System ServerSW00552661A Java Management Extension (JMX) vulnerability is identified where you can connect with the AR System Server without using Secured Socket Layer (SSL).18.0819.02
    AR System ServerSW00555470When a form has a dynamic menu field, no value is retrieved from the database if the value of Max-Entries-Per-Search-Menu is zero.18.08
    18.05
    9.1.04
    19.02
    AR System ServerSW00553106When you log in to Remedy AR System and click on the Atrium Integrator Console, numerous API calls in API_SQL_Filter logs are seen. Each API shows a select query for the user_cache table.19.0219.02
    AR System ServerSW00553065The Application-Query-Delete-Entry command does not work if the User keyword has a backslash (\).18.08
    18.05
    19.02
    AR System ServerSW00553339The Server Action does not provide any output if you use the Exit All Guides option in the workflow.18.08
    18.05
    19.02
    AR System ServerSW00553208You can rollback a package at the 49th hour when the AR System Server is one hour ahead due to the day time saving (DST) mode. 19.02
    AR System ServerSW00550102The use of the Application-Release-Pending function causes memory issues.18.08
    18.05
    9.1.04
    19.02
    Remedy Approval ServerSW00554450The Approval Server stops responding if many (for example, more than 3000) approval requests are pending for action and you delete all process administrators from the Administrator tab of the Approval Administration Console.18.08
    18.05
    9.1.04
    19.02
    Remedy Approval ServerSW00555415The Change Approval request does not work if the user creating the approval request has a colon (:) in the Login ID.18.0819.02
    Remedy Approval ServerSW00555072If an API triggers while processing an approval request, a null pointer exception occurs, and the API results into a timeout or takes longer time than the polling interval.18.08
    18.05
    9.1.04
    19.02
    Remedy Approval ServerSW00551804
    SW00552014
    When you assign a value to the Currency field on any form, a null pointer exception occurs in the Approval Server, and the approval request is not reflected.18.08
    18.05
    9.1.04
    19.02
    Remedy Approval ServerSW00551701A system error occurs when you use Management Chain approval for Service Request Management or Change Management.18.0819.02
    Remedy Approval ServerSW00551309A performance issue is observed when you have bulk (more than five) approval requests on the Approval Central form.18.08
    18.05
    9.1.04
    19.02
    Remedy Approval ServerSW00551280When you perform the following steps, the db folder does not have the approval.log file generated with the modified name.
    The AR System Server restores the default values.
    - Enable the approval logs by using the following parameters:
         Approval-Log-File
         Approval-Log-File-Size
         Approval-Log-File-Backup
    - Rename the approval.log file.
    - Stop the AR System Server.
    - Delete the renamed approval.log file from the db folder.
    - Start the AR System Server.
    18.08
    18.05
    19.02
    Remedy Mid TierSW00552279When you enter any text surrounded by the Dollar sign ($), for example, $0$, the text is misinterpreted as a keyword and is replaced with a space.18.0819.02
    Remedy Mid TierSW00552179When you select a report and click Run, the following error is displayed on the HPD:Help Desk form.
    Throw ARException- ERROR (303):Form does not existon server;HPD%3AHelp Desk
    18.08
    18.05
    9.1.04
    19.02
    Remedy Mid TierSW00552343On Apache Tomcat version 8.5.20, if you click on Excel link, the Web report do not open in the Excel format.18.0819.02
      

    Platform installation and upgrade known and corrected issues
                                                                                                                                                                                                                                                                                                                                                                                           
    ComponentDescriptionCorrected inDefect ID
    AR System Server

    (Linux operating system) The following INFO level warning is displayed on the console when you restart the AR System Server:

    INFO - WARNING: 
    The following warnings have been detected:
    WARNING: Cannot new create registration for component type class
    com.bmc.arsys.restapi.SwaggerJwtResource:
    Existing previous registration found  for the type.

     SW00556191
    AR System Server

    Java Null Pointer exception occurs when you deploy a Remedy Application package and at the same time try to import another Remedy Application package.

    Workaround:
    Complete the deployment of one Remedy Application package at a time and then import the other Remedy Application package.

     SW00548592
    Remedy AR System

    When upgrading Remedy AR system from version 8.1.01 to 18.05 or 18.08, the following error occurs:

    “ERROR RIKMain - Definition import failed, code 2 ,
    filename-/opt/bmc/ARSystem/installforms/en/ARSystemServerGroupAdministration.def”

    19.02SW00552839
    Remedy AR SystemWhen upgrading Remedy AR System from version 9.1.04 to version 18.08, if the AR upgrade fails, the File Deployer service is not restored during rollback.19.02SW00549971
    Remedy AR System

    When upgrading Remedy AR System on the primary server to version 19.02, the following error is logged in the installation log file:

    SEVERE,com.bmc.install.product.
    arsuitekit.platforms.arsystemservers.arserver.
    ARServerDatabaseInformationValidationTask,
    THROWABLE EVENT
    {Description=[Failed to get AR Server version]},

    Workaround:
    If the upgrade is successful, ignore the error.

    If the upgrade fails and rollback is triggered; you must revert the version number in the SHARE:Application_Properties form.

    Perform the following steps:
         1- 
    Open the SHARE:Application_Properties form.
         2- 
    From the Property Name dropdown list, select Version and click Search.
         3- In the 
    All Application Properties tab, double-click the Version option.
         4- In the 
    Property Value field, change the version number to your prior AR version
             number. 
             For example, if you are upgrading from version 18.05 to 19.02, change the version
             number to 9.1.05.
         5- Click 
    Save.

     SW00555902
    Remedy AR System

    You cannot import a package to apply a patch on your system if you have Encryption Security installed.

    Workaround:

          
           
    • Make sure you import or deploy a package before installing Encryption Security.
    •      
    • If your base system has Encryption Security installed, uninstall the Encryption Security before importing or deploying a package. 
      You can reinstall the Encryption Security after deploying a package.
    •     
     SW00552106
    Remedy AR SystemThe AR System installer GUI is not launched when running in upgrade mode and an error is displayed. This issue occurs if you set the BMC_JAVA_HOMEenvironment variable to point to OpenJDK 11 path in the /etc/bmc.profile file on a CentOS AR System server. SW00555282
    Remedy Encryption Security

    After performing the following steps, if you try to connect to the encrypted server by using a non-encrypted client, the encryption is not applied and an un-encrypted client can connect with an encrypted server:

          
           
    • Use Java 11 to install or upgrade to Remedy AR System 19.02 
    •      
    • After completing the installation or upgrade you install FIPS enabled Premium Encryption if you try to connect to the encrypted server by using a non-encrypted client, the encryption is not applied and an un-encrypted client can connect with an encrypted server
    •     
    Workaround: Use any version except Java 11. You can use Java 8.
     SW00555965
    Remedy Mid TierIf the AR System server in your Remedy environment is older than 18.08 and the version of Mid Tier is 18.08.01, you cannot apply the deployment packages provided by BMC.19.02SW00552084
    Remedy Mid Tier

    When you upgrade Mid Tier to version 19.02 and export a web report either to docx or pptx format, the report is exported, however, the type is shown as File only. It does not show if it is a Microsoft Word file or a Microsoft PowerPoint file.

    Workaround: Rename the file and include .docx or .pptx.

     SW00555920
    Remedy Single Sign-On (SSO) and Remedy Mid Tier integration

    If you integrate Remedy SSO with Mid Tier and then upgrade Mid Tier to the latest version, the web.xml file that contains the Remedy SSO filter information is overwritten and the integration stops with an error message.

    Workaround:
    To restore the integration, manually remove the <RemedySSO (integration) installation> directory that contains the InstalledConfiguration.xml file and perform the integration steps again.

     DRSMX-14351
    Remedy online documentation portalIn the Remedy online documentation portal, when you click any link that points to another Remedy component’s online documentation, sometimes an earlier version of the page opens.19.02SW00550388

     


    Article Number:

    000165140


    Article Type:

    Product/Service Description



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