Remedy Helix 20.08 - Known and corrected 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:

    BMC Helix ITSM


    COMPONENT:

    BMC Helix Platform


    APPLIES TO:

    BMC Helix AR System Suite v.20.08



    DETAILS:

     

    The Remedy Helix AR System Suite 20.08 Release Notes can be found here.

    The following table lists all the known issues and only the critical customer and partner reported issues corrected in BMC Remedy AR System.
    For information about any particular issue that is not listed on these tables, contact BMC Helix Support (http://i.onbmc.com/).

    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.

    Note:
    Known (open) issues with no version number listed under "Corrected in" remain open.

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              

    Component

    Defect ID

    Description

    Affected versions

    Corrected in

    AR System Server

    SW00566359

    Symptom: You cannot disable password management for a specific user.

    Scope: On the User form, you select the checkbox to disable password management for a specific user.

    20.08

     

    AR System Server

    SW00564235

    Symptom: On the Server Group Logs Management form, the details about the Flashboard log file are not saved in a template.

    Scope: Use a template to load the Flashboard logs.

    Workaround: Perform the following steps:
    1- Click Manage template.
    2- Load the AR System Server logs.
    3- Change the Flashboard log file.
    4- Save the template.

    20.08
    20.02

     

    AR System Server

    SW00564873

    Symptom: A user who does not have permission to view the record can update the record.

    Scope: When an undisclosed API is invoked through a driver program.

    20.08
    20.02
    19.11
    19.08

     

    AR System Server

    SW00564313
    SW00564616

    Symptom: The following error is displayed:
    "You cannot create or modify a view form data field 
    without specifying a corresponding database column name. 
    Specify a valid database column for field nextId"

    Scope: You try to modify the AR System Metadata: arschema form.

    20.08
    20.02
    19.11
    19.08
    19.02
    18.08
    18.05
    9.1.04

     

    AR System Server

    SW00549299

    Symptom: The following error message is displayed in the arerror.log file:
    "Error in failover monitor ERROR (552): Message not in catalog; Message number = 552;
    Failed to update database "ARSystem" because the database is read-only."

    Scope: Occurs in a server group environment when the server points to a read-only database.

    Workaround: Perform the following steps:
    1- Back up and restore the AR Server database.
    2- Point the secondary server to the restored database.
    3- Log in to the secondary server and delete entries of the primary server from the AR System Service Failover Ranking form.
    4- Make the database read-only.
    5- Start the AR System server.

    20.08
    20.02
    19.11
    19.08
    19.02.01
    19.02
    18.08.01
    18.08
    18.05
    9.1.04

     

    Remedy
    Mid Tier

    SW00560208

    Symptom: Time is not displayed as per the time zone you have set in the AR System User Preference form.

    Scope: Occurs when the following conditions are true:
    - You configure mid tier version 19.08 on an earlier version of AR System server and you create a record.
    - You configure time zone in AR System User Preference form.

    20.08
    20.02
    19.11
    19.08

     

    Remedy
    Mid Tier

    SW00560207

    Symptom: Time is not displayed as per your time zone

    Scope: You configure mid tier version 19.08 on an earlier version of AR System server and you create a record.

    Workaround: Use version 19.08 for the AR System server and mid tier.

    20.08
    20.02
    19.11
    19.08

     

    Remedy
    Mid Tier

    SW00563264

    Symptom: The Chart+List type Report exported to the SpudSoft Excel format does not display the chart as expected.

    Scope: This occurs when you create a web report and export the web report to the SpudSoft Excel format.

    Workaround: 
    1- Open the report that you have exported to the Spudsoft Excel format.
    2- Right-click the chart image.
    3- Select the Size and Properties option.
    4- Set the value of Scale Width to 100%.

    20.08
    20.02
    19.11

     

    Remedy
    Mid Tier

    SW00554428

    Symptom: If you press any letter on the keyboard, the first entry in a drop-down list, which starts with the pressed letter is not highlighted.

    Scope: You open a form in a browser and then click a drop-down list.
    When you use Internet Explorer 11 and run Internet Explorer 10 in compatibility mode by performing any one of the following actions:
    a) Setting the arsystem.emit_X_UA_compatible_mode configuration parameter in the Config.properties file to 10
    b) Changing the browser mode settings to Tools > F12 Developers Tools: Emulation

    Workaround:
    Perform the following steps:
    1- Modify the MenuElement.prototype.HandleKeyEvent method in the clientcore.js file located in:
    <midtier install directory>\resources\ie\javascript_ie11 folder.

    2- Replace the following code block:
    if(edata.mEventObject.key != "undefined"){asciikey = edtata.mEventObject.key.charCodeAt(0);}
    with
    if(edata.key!="undefined"){asciiKey = edata.key;}

    3- Delete the browser history and then reload the form.

    20.08
    20.02
    19.11
    19.08
    19.02.01
    19.02
    18.08.01
    18.08
    18.05

     

    Remedy
    Mid Tier

    SW00549151

    Symptom: Specific versions of Tomcat Apache are vulnerable to targeted attacks by attackers.

    Scope: Apache Tomcat version is disclosed in the application web server's HTTP response.
    This information can help an attacker gain a greater understanding of the systems in use and potentially develop further attacks targeted at the specific version of Apache.

    Workaround: Add the server attribute to the Server.xml file.
    See the following example:
    URIEncoding="UTF-8"
    connectionTimeout="20000"
    disableUploadTimeout="true"
    enableLookups="false"
    maxHttpHeaderSize="8192"
    maxKeepAliveRequests="-1"
    maxThreads="300"
    minSpareThreads="50"
    redirectPort="8443"
    server="Apache Tomcat"
    />

    20.08
    20.02
    19.11
    19.08
    19.02.01
    19.02
    18.08.01
    18.08
    18.05

     

    Remedy
    Mid Tier

    SW00558924

    Symptom: Advanced search results show that each CI is duplicated—once for English and once for French.

    Scope: You perform the following steps:
    1- Create more than 25 CIs with the same Categorization Tier 1 and the same status.
    2- By logging on as a user whose language is set as French, create more than 25 CIs with the same Categorization Tier 1 and with a different status than the first 25 CIs.
    3- Open Asset Management Console.
    4- Select Manage CIs > Advanced Search.
    5- Search by the Categorization Tier 1, and then click Search.
    6- Because you have more than 50 results, go to the next page of results.
    7- Add another filter search. In this case, add the second status that you had set for the other 25 CIs.
    8- Click Search.

    You notice that each CI is duplicated—once for English and once for French.

    20.08
    20.02
    19.11
    19.08
    19.02.01
    19.02
    18.08.01
    18.08
    18.05
    9.1.04

     

    Remedy
    Mid Tier

    SW00567352

    Symptom: While creating a new web report, you cannot add or remove a field by dragging the field in the Report Definition and Filter By sections of AR System Report Console.
    You notice that instead of the field, the entire list of fields moves as you drag the field.

    Scope: You perform the following steps:
    1- Create a new web report.
    2- Do the following on the New Report <Report_Name> screen:
    1- In the Report Definition section, drag a field from the Available Fields list to the Column list.
    2- In the Filter By section, drag a field from the Available Fields list to the box at the right or to the box under the Advanced sub-section.

    Workaround: Perform the following steps:
    1- Do the following in the Report Definition section:
        a) In the Available Fields list, select one or more fields, and then click Add.
        b) Click Add All to add all fields.
        c) Double-click a field to add it to the Column list.
        d) In the Column list, select one or more fields, and then click Remove.
        e) Click Remove All to remove all fields.
        f) Double-click a field to remove it from the Column list.
    2- Do the following in the Filter By section:
        a) In the Available Fields list, select a field, and then click Add Field.
        b) To remove a field, click Remove Field.
    3- Do the following in the Advanced sub-section:
        a) In the Available Fields list, select a field, and then click Add Field.
        b) To remove a field, select the field text, and then press DEL.

    20.08

     

    Remedy
    Mid Tier

    SW00565716

    Symptom: You notice the following in the Chrome web browser version 80.x and in the latest version of Microsoft Edge web browser:
    > You get a warning message that the change you made is not saved, and the Un-Display event set in the active link is not triggered.
    > You get an error message that the browser has disallowed synchronous XMLHttpRequest (XHR) calls on the Window Unload event, and the active link set on the Window Close event does not complete.

    Scope: When you set an active link on the Un-Display event and on the Window Close event.

    20.08
    20.02
    19.11
    19.08

     

    Remedy Developer Studio

    SW00560622

    Symptom: You experience slow extraction after around 400 forms are extracted, and get the following error:
    "ERROR: Unable to add item to the localization database.
    java.sql.SQLException: out of memory"

    Scope: In Developer Studio, when you use the Localization Package Definitions feature to extract localization strings for all applications.

    Workaround:
    Change the default preferences and set the localisation database as the main AR Server database. For more information, see Setting a root folder.

    20.08
    20.02
    19.11
    19.08
    19.02.01
    19.02
    18.08.01
    18.08

     

    BMC Remedy Smart Reporting

    SW00559967

    Symptom: You get the following error message:
    "ERROR (91): RPC call failed; ONC/RPC call timed out (ARERR 91)"

    Scope: You run the RSR:ContentSync escalation manually.

    Workaround:
    Ignore this error message because the escalation completes successfully in the background.

    20.08
    20.02
    19.11
    19.08

     

     


    Article Number:

    000372597


    Article Type:

    Product/Service Description



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