Unable to reopen completed SR in DWP 18.02 with error: This feature requires ITSM def file import, please contact your admin

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    PRODUCT:

    MyIT Digital Workplace


    APPLIES TO:

    Pre-DWP 18.05



    QUESTION:

    1.    DROP/BUILD PROBLEM OCCURS IN (please include OS for both client and server where appropriate, DB version, component version, patch levels., etc....basically, the environment info)

    DWP 18.02 installed from scratch

    2.    STEPS TO REPRODUCE:

    - under timeline, reopen any completed SRs

    3.    ACTUAL RESULTS:

    An error is thrown: This feature requires ITSM def file import, please contact your admin


    ANSWER:

    Scenario 1:

    There is following lines in ux.log upon issue occurrence:

    13:37:01.886 | http-nio-8000-exec-8           | RID: 338 | DEBUG   | c.b.b.m.i.Application | Can't find request attribute myit.arserveruser.MyIT-ITSM.admin from thread local
    13:37:01.886 | http-nio-8000-exec-8           | RID: 338 | DEBUG   | c.b.b.m.i.Application | value from request=null
    13:37:01.886 | http-nio-8000-exec-8           | RID: 338 | DEBUG   | c.b.b.m.i.Application | replying with request value=null
    13:37:01.886 | http-nio-8000-exec-8           | RID: 338 | DEBUG   | c.b.b.m.i.Application | Start to set request attribute myit.arserveruser.MyIT-ITSM.admin
    13:37:01.886 | http-nio-8000-exec-8           | RID: 338 | DEBUG   | c.b.b.m.i.Application | Start to set request attribute myit.arserveruser.MyIT-ITSM.admin for current thread
    13:37:01.887 | http-nio-8000-exec-8           | RID: 338 | ERROR   | c.b.b.m.r.e.ServiceExceptionMapperProvider | 
    com.bmc.bsm.myit.service.exceptions.ServiceException: com.bmc.bsm.myit.dao.DaoException
        at com.bmc.bsm.myit.service.assistance.ServiceRequestServiceImpl.reopen(ServiceRequestServiceImpl.java:752)
        at com.bmc.bsm.myit.rest.v2.assistance.ServiceRequestResource.reopen(ServiceRequestResource.java:275)
        at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
    ......

    Caused by: com.bmc.bsm.myit.dao.DaoException: null
        at com.bmc.bsm.myit.dao.provider.assistance.ServiceRequestDaoImpl.reopen(ServiceRequestDaoImpl.java:457)
        at com.bmc.bsm.myit.service.assistance.ServiceRequestServiceImpl.reopen(ServiceRequestServiceImpl.java:750)
        ... 97 common frames omitted
    Caused by: com.bmc.bsm.myit.providers.ProviderException: This feature requires ITSM def file import, please contact your admin
        at com.bmc.bsm.myit.providers.srm.services.SrmSrService.reopen(SrmSrService.java:2228)
    ......

    When contrasting objects containing "myit" between customer environment and in-house VM, we found some forms, filters were missing. We then advised customer to import all DEF files under <Smart_IT_MyIT_Install_Dir>\Smart_IT_MyIT\workflow. Once performing midtier cache and restarting MyIT service, the issue was resolved. 


    Scenario 2:

    For this scenario the ux-metadata.log were used to identify the problem.

    Working 
    | Loading metadata info for <server>
    | Loading metadata info for server <server>...
    | Loading metadata info. Total forms: 4306
    | Loading metadata info: form has been found
    | Loading metadata info. Entries: [{1=000000000000001, 536870913=metadata.version, 536870914=2.5}]
    | Loading metadata info. Version string: 2.5
    | Loading metadata info. Version: VersionInfo{versionNumbers=[2, 5]}
    | Loading metadata info. Done in 278 ms

    Non Working 
    | Loading metadata info for <server>
    | Loading metadata info for server <server>...
    | Loading metadata info. Total forms: 4307
    | Loading metadata info: form has been found
    | Loading metadata info. Entries: []
    | Loading metadata info. Done in 173 ms

    To resolve the issue, you will have to import the attached def file to the ITSM server. And add a record in this form with values as shown in the screenshot below

    Name: metadata.version
    Value: 2.5

    And restart the tomcat service.


    Article Number:

    000163111


    Article Type:

    FAQ/Procedural



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