Approver list not showing in Smart IT for Change Management for SmartIT  2.0, Patch 2

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    PRODUCT:

    Remedy with Smart IT


    APPLIES TO:

    SmartIT 2.0,Patch 2



    PROBLEM:

    After applying patch 2 for SmartIT 2.0, Approver list not showing in Smart IT for Change Management :


    We see following errors in Logs:


    13:46:09.984 | http-nio-8080-exec-319         | RID: 222221 | DEBUG   | c.b.b.a.d.AbstractDataSource | Tenant Apps by query [MYITSM_LIST_CHGAPPROVAL_SUPPORT_GRP_BY_CRITERIA] and tenantId [000000000000104] are [[]].
    13:46:09.984 | http-nio-8080-exec-319         | RID: 222221 | ERROR   | c.b.b.a.d.AbstractDataSource | No tenant apps found for queryName=MYITSM_LIST_CHGAPPROVAL_SUPPORT_GRP_BY_CRITERIA.
    13:46:09.984 | http-nio-8080-exec-319         | RID: 222221 | INFO    | c.b.b.a.d.EntryServiceFactoryImpl | ds: null, appid: null, tenant: 000000000000104
    13:46:09.984 | http-nio-8080-exec-319         | RID: 222221 | ERROR   | c.b.b.m.r.e.ExceptionMapperProvider | 
    java.lang.IllegalArgumentException: Couldn't find an EntryService by query: MYITSM_LIST_CHGAPPROVAL_SUPPORT_GRP_BY_CRITERIA
        at org.apache.commons.lang.Validate.notNull(Validate.java:192)
        at com.bmc.bsm.arfoundation.datasource.EntryServiceWrapper.fill(EntryServiceWrapper.java:45)
        at com.bmc.bsm.myitsm.common.util.ProviderServiceHelper.getResult(ProviderServiceHelper.java:779)
        at com.bmc.bsm.myitsm.common.util.ProviderServiceHelper.getResult(ProviderServiceHelper.java:754)
        at com.bmc.bsm.myitsm.common.util.SupportGroupHelper.getSupportGroupByIds(SupportGroupHelper.java:246)
        at com.bmc.bsm.myitsm.foundation.converter.ApprovalSignatureConverter.fetchPersonGroups(ApprovalSignatureConverter.java:517)
        at com.bmc.bsm.myitsm.foundation.converter.ApprovalSignatureConverter.convertApprovalSignaturesToSummaries(ApprovalSignatureConverter.java:275)
        at com.bmc.bsm.myitsm.common.util.ApprovalHelper.getApprovalSummaries(ApprovalHelper.java:342)
        at com.bmc.bsm.myitsm.common.util.ApprovalHelper.submitApprovalRequest(ApprovalHelper.java:827)
        at com.bmc.bsm.myitsm.providers.change.services.ChangeServiceImpl.submitApprovalRequest(ChangeServiceImpl.java:3895)
        at com.bmc.bsm.myitsm.service.foundation.ApprovalServiceImpl.submitApprovalRequest(ApprovalServiceImpl.java:76)
        at com.bmc.bsm.myitsm.rest.foundation.ApprovalResource.submitApprovalRequests(ApprovalResource.java:109)
        at sun.reflect.GeneratedMethodAccessor2020.invoke(Unknown Source)
        at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
        at java.lang.reflect.Method.invoke(Method.java:498)
        at org.glassfish.jersey.server.model.internal.ResourceMethodInvocationHandlerFactory$1.invoke(ResourceMethodInvocationHandlerFactory.java:81)
        at org.glassfish.jersey.server.model.internal.AbstractJavaResourceMethodDispatcher$1.run(AbstractJavaResourceMethodDispatcher.java:144)
        at org.glassfish.jersey.server.model.internal.AbstractJavaResourceMethodDispatcher.invoke(AbstractJavaResourceMethodDispatcher.java:161)
        at org.glassfish.jersey.server.model.internal.JavaResourceMethodDispatcherProvider$ResponseOutInvoker.doDispatch(JavaResourceMethodDispatcherProvider.java:160)
        at org.glassfish.jersey.server.model.internal.AbstractJavaResourceMethodDispatcher.dispatch(AbstractJavaResourceMethodDispatcher.java:99)
        at org.glassfish.jersey.server.model.ResourceMethodInvoker.invoke(ResourceMethodInvoker.java:389)
        at org.glassfish.jersey.server.model.ResourceMethodInvoker.apply(ResourceMethodInvoker.java:347)
        at org.glassfish.jersey.server.model.ResourceMethodInvoker.apply(ResourceMethodInvoker.java:102)
        at org.glassfish.jersey.server.ServerRuntime$2.run(ServerRuntime.java:326)
        at org.glassfish.jersey.internal.Errors$1.call(Errors.java:271)
        at org.glassfish.jersey.internal.Errors$1.call(Errors.java:267)
        at org.glassfish.jersey.internal.Errors.process(Errors.java:315)
        at org.glassfish.jersey.internal.Errors.process(Errors.java:297)
        at org.glassfish.jersey.internal.Errors.process(Errors.java:267)
        at org.glassfish.jersey.process.internal.RequestScope.runInScope(RequestScope.java:317)
        at org.glassfish.jersey.server.ServerRuntime.process(ServerRuntime.java:305)
        at org.glassfish.jersey.server.ApplicationHandler.handle(ApplicationHandler.java:1154)
        at org.glassfish.jersey.servlet.WebComponent.serviceImpl(WebComponent.java:473)
        at org.glassfish.jersey.servlet.WebComponent.service(WebComponent.java:427)
        at org.glassfish.jersey.servlet.ServletContainer.service(ServletContainer.java:388)
        at org.glassfish.jersey.servlet.ServletContainer.service(ServletContainer.java:341)
        at org.glassfish.jersey.servlet.ServletContainer.service(ServletContainer.java:228)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:231)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
        at com.bmc.bsm.myit.filter.DevelopmentModFilter.doFilter(DevelopmentModFilter.java:43)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
        at com.bmc.bsm.myit.filter.InstrumentationFilter.doFilter(InstrumentationFilter.java:111)
        at org.springframework.web.filter.DelegatingFilterProxy.invokeDelegate(DelegatingFilterProxy.java:346)
        at org.springframework.web.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:262)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
        at com.bmc.bsm.myit.filter.UserLoggingFilter.doFilter(UserLoggingFilter.java:41)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
        at com.bmc.bsm.myit.filter.AuthenticationFilter.processRequestBasedOnState(AuthenticationFilter.java:130)
        at com.bmc.bsm.myit.filter.AuthenticationFilter.doFilterBase(AuthenticationFilter.java:114)
        at com.bmc.bsm.myit.filter.AuthenticationFilter.doFilter(AuthenticationFilter.java:79)
        at org.springframework.web.filter.DelegatingFilterProxy.invokeDelegate(DelegatingFilterProxy.java:346)
        at org.springframework.web.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:262)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
        at org.apache.tomcat.websocket.server.WsFilter.doFilter(WsFilter.java:52)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
        at com.bmc.bsm.myit.filter.ResponseHeaderFilter.doFilter(ResponseHeaderFilter.java:60)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
        at com.bmc.bsm.myit.filter.SessionExpirationFilter.doFilter(SessionExpirationFilter.java:83)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
        at com.bmc.bsm.myit.filter.oauth2.OAuthFilter.doFilter(OAuthFilter.java:66)
        at org.springframework.web.filter.DelegatingFilterProxy.invokeDelegate(DelegatingFilterProxy.java:346)
        at org.springframework.web.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:262)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
        at com.bmc.bsm.myit.filter.SSOFilterWrapper.doFilter(SSOFilterWrapper.java:88)
        at org.springframework.web.filter.DelegatingFilterProxy.invokeDelegate(DelegatingFilterProxy.java:346)
        at org.springframework.web.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:262)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
        at com.bmc.bsm.myit.filter.SSODecisionFilter.bypassSso(SSODecisionFilter.java:270)
        at com.bmc.bsm.myit.filter.SSODecisionFilter.handleBypassForNonOauthSso(SSODecisionFilter.java:203)
        at com.bmc.bsm.myit.filter.SSODecisionFilter.handleSsoBypass(SSODecisionFilter.java:140)
        at com.bmc.bsm.myit.filter.SSODecisionFilter.doFilter(SSODecisionFilter.java:74)
        at org.springframework.web.filter.DelegatingFilterProxy.invokeDelegate(DelegatingFilterProxy.java:346)
        at org.springframework.web.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:262)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
        at com.bmc.bsm.myit.filter.ExpiresFilter.doFilter(ExpiresFilter.java:1273)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
        at org.springframework.web.filter.RequestContextFilter.doFilterInternal(RequestContextFilter.java:99)
        at org.springframework.web.filter.OncePerRequestFilter.doFilter(OncePerRequestFilter.java:107)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
        at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:199)
        at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:96)
        at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:478)
        at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:140)
        at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:81)
        at org.apache.catalina.valves.AbstractAccessLogValve.invoke(AbstractAccessLogValve.java:650)
        at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:87)
        at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:342)
        at org.apache.coyote.http11.Http11Processor.service(Http11Processor.java:803)
        at org.apache.coyote.AbstractProcessorLight.process(AbstractProcessorLight.java:66)
        at org.apache.coyote.AbstractProtocol$ConnectionHandler.process(AbstractProtocol.java:868)
        at org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.doRun(NioEndpoint.java:1459)
        at org.apache.tomcat.util.net.SocketProcessorBase.run(SocketProcessorBase.java:49)
        at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
        at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
        at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
        at java.lang.Thread.run(Thread.java:748)
    13:46:09.985 | http-nio-8080-exec-319         | RID: 222221 | DEBUG   | c.b.b.a.utils.MobilityARUserUtil | User keys for releasing : [myit.arserveruser.MyIT-ITSM, myit.arserveruser.MyIT-ITSM.admin]


    CAUSE:

    "MYITSM_LIST_CHGAPPROVAL_SUPPORT_GRP_BY_CRITERIA" Query name is missing in the form : MyIT Administration: Application Data Source Queries


    SOLUTION:


    Import the attached arx on  AR Server, because this query :MYITSM_LIST_CHGAPPROVAL_SUPPORT_GRP_BY_CRITERIA is missing on AR Server.

    ===========================================================================

    Import Option:

    •         On the BMC Remedy AR System server, use the Data Import Tool to import the file myitsm-app-queries.arx from the hotfix.
    •         Specify the target form as MyIT Administration: Application Data Source Queries.
    •         In the Mapping tab, Auto Map the fields.
    •         In the Options tab, set the following import options:
    Handle Duplicate Request IDs By: — Replace old with New Record
    Use the Match Duplicate Request By: Request ID

    •         Run the import. 


    Article Number:

    000171052


    Article Type:

    Solutions to a Product Problem



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