Remedy - ITSM 9.1 SP2 known and corrected issues/defects (Includes Incident Management, Problem Management, Calendar, Data Management, Foundation, and Installer)

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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:

    ITSM


    APPLIES TO:

    Remedy ITSM Suite 9.1 SP2 Incident Management, Problem Management, Calendar, Data Management, Foundation, and Installer



    PROBLEM:

    I need to know which Remedy ITSM Suite defects are known or fixed in 9.1 SP2.
    This list is for ITSM, Incident Management, Problem Management, Calendar, Data Management, Foundation, and Installer.

    To see other related addressed issues in SP2 please check also the following:
    Remedy - ARS 9.1 SP2 known and corrected issues/defects (AR System Server)
    Remedy - ARS 9.1 SP2 known and corrected issues/defects (Other than AR System Server)
    Remedy - ITSM 9.1 SP2 known and corrected issues/defects (Asset, Change, Knowledge Management, Deployment Management, Release Management, Task Management)
    Remedy - ITSM 9.1 SP2 known and corrected issues/defects (RSSO, Process Designer, Smart Reporting, Service Level Management,  Service Request Management, and Reconciliation Engine)


     

                       
      
      
                       
      

     


    CAUSE:

    Defects fixed in 9.1 Sp2


    SOLUTION:

     

    The Known and Corrected issues are documented here.  Please use this link as some information may change and not be updated in the article.

    Here is the current information available from that link:

      

    BMC Remedy ITSM Issues for Incident Management, Problem Management, Calendar, Data Management, Foundation, and Installer.

      
                       
      
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     
    Issue IDApplication or ModuleDescriptionAffected VersionsCorrected In
    SW0051196BMC Remedy ITSM

    Email based request creation requests are processed by both the BMC HR Case Management email engine and the Rules Based Email engine, resulting in duplicate records.

    Workaround:

    Contact BMC Support to get the hotfix to fix this issue.

    9.1.01 
    SW00448716BMC Remedy ITSMThe sort order of work information entries on the TMS:Task form was not consistent with other BMC Remedy ITSM forms such as HPD:Helpdesk. The other forms display the records in descending order on date, with the newest entry displayed first. The TMS:Task form displayed records in ascending order on date, with the latest record as the last entry in the Work Info History table.9.0.00
    8.1.00
    7.6.04 SP2
    9.1.00
    SW00451716BMC Remedy ITSMWith BMC Remedy ITSM in German locale, when you open an attachment on the Request Entry Console, the button text Auf Datenträger speichern is  truncated. The field length is not sufficient for the text.9.0.00
    8.1.00
    7.6.04 SP4
     
    SW00453428Data ManagementWhen uploading the Change_Process_Setup spreadsheet with the Data Management Console, the worksheet for Change Template Support Group Assoc consistently fails during validation.8.1.00
    9.0.00
    9.1.00
    SW00453428Data ManagementWhen uploading the Change_Process_Setup spreadsheet with the Data Management Console, the worksheet for Change Template Support Group Assoc consistently failed during validation.8.1.00,
    9.0.00
    9.1.00
    SW00458576BMC Service Desk: Incident ManagementThe SHR:SHR:UpdateGroupList-SetPublic_552 filter is not setting the Public permission on incident tickets correctly.8.1.00, 9.1.00 
    SW00459128BMC Service Desk: Incident ManagementIn Italian locale, the Resolved incident volume by product categorization report on HPD:HelpDesk form did not retrieve any data. A blank report was displayed.9.0.00
    8.1.00
    7.6.04 SP4
    9.1.00
    SW00463094Calendar

    The following issues were identified with the Calendar component when using Microsoft Internet Explorer version 11:

          
           
    • The Filters and Queries bar overlaps the records displayed on the Calendar.
    •      
    • Sub-menus for the pre-defined queries listed under Filters and Queries are not displayed.
    •      
    • The tabs on the Details flyout menu are not displayed.
    •     

    Workaround

    In the Mid-tier configuration file, config.properties, change the value of arsystem.emit_X_UA_compatible_mode variable from Edge to 10.

    8.1.01
    8.1.01.001
     
    SW00464346Data ManagementBMC Asset Management lets you save Transactional CI
    records with invalid categorizations, however, the Data
    Management component will not import Transactional
    CI that do not have valid categorization types. The
    behavior between BMC Asset Management and Data
    Management is inconsistent.
    8.1.00, 9.1.00 
    SW00465389BMC Service Desk: Incident ManagementIn Spanish locale, some field labels and values on the PBM:Known Error and PBM:Solution Database forms were not displayed in Spanish.9.1.00
    9.0.00
    8.1.00
    9.1.01
    SW00468709BMC Remedy ITSM

    You invoke a web service call through SOAP UI to modify a ticket in BMC Remedy ITSM applications. While modifying the ticket, you provide mandatory information such as login credentials, ticket ID, and values of fields you want to modify. Other fields that were mandatory during ticket creation already contain values you entered while creating the ticket, and because you do not want to modify those fields, you do not enter values through the modify web service call. In this scenario, the following error occurs:

    soapenv:Server.userException
    ERROR (326): Required field cannot be blank.; 2326

    Workaround:

    While invoking a modify web service call through SOAP UI, provide information for all fields that were mandatory while creating a ticket or request.

    8.1.00
    9.0.00
    9.1.00
    9.1.01
     
    SW00468841BMC Remedy ITSMWhen you tried to create People records using the Data Management tool with the Profile Status field set to Offline, the records were created with a status of Enabled.

    9.0.00
    8.1.00

    9.1.00
    SW00468855BMC Service Desk: Incident ManagementIf you were a non-support Staff user with both Incident Submitter and Incident User permissions, and you tried to submit an incident request, the ARERR 326 error occurred.9.0.00
    8.1.00
    9.1.00

    SW00468904

     

     

    Foundation

    Some messages and the Active/Set Inactive buttons on the Incident, Change, and Release templates are not localized.

    Workaround

    Currently no workaround is available for this issue.

    8.1.02, 9.1.00 
    SW00469270BMC Service Desk: Incident Management

    If you belonged to the Owner Group, but did not belong to the Assignee Group of an incident ticket, when you selected an incident ticket from Incident Management Console and clicked Assign to Group Member from Quick Actions, an ARERROR 1291053 error occured.

    9.1.00
    9.0.00
    8.1.00
    8.0.00
    7.6.04 SP2

    9.1.01
    SW00469300Data Management

    In the Onboarding Wizard, when you click on a step before the data in the table for the previous step is loaded, a caught exception error is displayed.

    To troubleshoot
    You must wait for the data from the previous step to loaded before you click the next step. In case the error is displayed click OK in the error dialog box.

    8.1.02 
    SW00470559BMC Service Desk: Problem ManagementWhen you created a Solution Database related to a Problem Investigation request, the relationship was not created.

    9.0.00
    8.1.00

    9.1.00
    SW00471125BMC Remedy ITSMIn BMC Remedy ITSM with German locale, when you navigate to Change Management > Search Change, and then search for change requests with Rejected status, the search criteria is set as Draft. Also, some selection fields such as Rejected and Closed statuses are not translated to German.

    9.0.00
    8.1.01

     
    SW00471679BMC Service Desk: Incident ManagementWhen you resolved an original incident request that had a large number of related or duplicate incidents requests, some of them continued to remain in Pending status. Not all related and duplicate incident requests were resolved.8.1.00
    9.0.00
    9.1.00
    9.1.01
    SW00477492BMC Service Desk: Problem ManagementIn German locale, there are duplicate entries for the Role filter on the Problem Management Console.

    9.0.00
    8.1.02

    9.1.00
    SW00483367CalendarThe Change Calendar widget was displayed incorrectly in Microsoft Internet Explorer version 11.8.1.02, 9.0.009.1.00
    SW00486296BMC Remedy ITSMWhen configuring Email Rule Engine, the Validate Sender and Allow External Emails fields were not editable. You could not use external emails to create incident tickets.9.1.00
    9.0.00
    8.1.01
    9.1.01

    SW00488146

    FoundationIn the CTM:People form, when you add Asset Viewer or General Viewer permissions for a user, an error message is displayed. 
    Therefore, users with correct permissions cannot view the Asset Viewer or General Viewer permissions in the CTM:People and the User forms.
    8.1.00, 8.1.01, 8.1.02, 9.0.00, 9.0.01, 9.1.00, 9.1.019.1.02
    SW00488339BMC Service Desk: Problem Management

    When you create a problem investigation record, the Contact Company is set as your default Support Group Company. As a result, if you are a member of multiple companies in a multitenant environment, users who do not belong to a particular company can also view the problem investigation record.

    This issue has been fixed with the new row-level security feature in BMC Remedy ITSM 9.1.00. For more information, see Row-level security.

    9.0.00
    8.1.00

    9.1.00
    SW00488806BMC Service Desk: Incident ManagementWhen viewing a broadcast message that was modified and saved without making any changes, clicking the green icon next to the Broadcast Originated From ID field did not open the HPD:Help Desk form.9.0.00
    8.1.02
    9.1.00
    SW00489553BMC Service Desk: Incident ManagementIn German locale, when relating an incident ticket to a problem ticket, some values in the Status dropdown on the Advanced Search window appeared in English instead of German.9.1.00
    9.0.00
    8.1.02
    9.1.01
    SW00489575BMC Service Desk: Incident ManagementIn German locale, when relating an incident ticket to a known error, some values in the Status dropdown on the Advanced Search window appeared in English instead of German.

    9.1.00
    9.0.00
    8.1.02

    9.1.01
    SW00489578BMC Service Desk: Incident ManagementIn German locale, when relating an incident ticket to a change request, some values in the Status dropdown on the Advanced Search window appeared in English instead of German.

    9.1.00
    9.0.00
    8.1.02

    9.1.01
    SW00490130BMC Remedy ITSMCreation of work information notes through the Rule Based Engine (RBE) showed inconsistent behaviour for different BMC Remedy ITSM applications. You should be able to create work information notes for all applications through RBE with the type as Email Engine. However for some applications, such as BMC Problem Management, you could create work information notes with the type as Customer Communication.

    9.0.00
    8.1.01

    9.1.00
    SW00490698BMC Service Desk: Incident Management

    The HPD:IncidentInterface_Create form mapped Location Company into Contact Company. If the Service Request Definition (SRD) had different mapping defined for Location Company, error ARERR 48255 occurred and incident creation failed.

     

    9.0.00
    8.1.00
    9.1.00
    SW00490701BMC Service Desk: Problem ManagementIn German locale, for an existing problem ticket that was in the Investigation and Diagnosis stage, you selected Generate Work Around/Root Cause from the top ribbon. In the window that opened the word Workaround in the was partially displayed.

    9.1.00
    9.0.00
    8.1.02

    9.1.01
    SW00490748BMC Service Desk: Problem Management

    In a problem investigation notification, the value of Investigation Driver was not translated to German.

    9.0.00
    8.1.02

    9.1.00
    SW00490888BMC Service Desk: Incident ManagementPerformance was impacted when you created or opened incident requests.9.0.00
    8.1.00
    7.6.04 SP4
    9.1.00
    SW00491076BMC Service Desk: Incident Management

    Company specific notifications did not get triggered when you disabled the global notifications, after configuring the following notification tags on the SYS: Notification form:

          
           
    • HPD-CRQ-ChangeRequestStatus
    •      
    • HPD-PBI-IncidentInvestigationAssociation
    •      
    • HPD-PBI-InvestigationCompleted
    •     

    9.0.00
    8.1.00
    7.6.04 SP2

    9.1.00
    SW00491465BMC Service Desk: Incident Management

    Broadcast message did not popup although it is configured in the Application Preferences. The behavior of broadcast popup did not work as per the documentation.

    Refer the updated documentation. See Working with broadcasts.

    9.0.00
    8.1.02

    9.1.00
    SW00492796BMC Service Desk: Problem Management

    In Problem Management, company specific notifications did not get triggered when you disabled the global notifications after configuring the following notification tags on the SYS: Notification form:

          
           
    • PBM-PAS-AssigneeAssociatedChangeCompletion
    •      
    • PBM-PAS-ManagerAssociatedChangeCompletion
    •      
    • PBM-PKE-AssigneeAssignment
    •      
    • PBM-PKE-GroupAssignment
    •      
    • PBM-PKE-ProblemManagerAssignment
    •      
    • PBM-KDB-AssigneeGroupAssignment
    •      
    • PBM-KDB-AssigneeIndivAssignment
    •      
    • PBM-PKE-ProblemManagerGroupAssignment
    •     

    9.0.00
    8.1.00
    7.6.04 SP2

    9.1.00
    SW00494232BMC Service Desk: Problem ManagementWhen you updated the status of a problem investigation record from Completed to Assigned, value of the Last Completed Date field was not updated to blank.9.1.00
    9.0.00
    8.1.00
    9.1.01
    SW00494444BMC Service Desk: Incident ManagementAfter navigating to the Incident Management Console > Functions > KPIs option, when you chose to view all open incidents by clicking the All Open link under Total Open Incidents, the incidents with Pending status were not included.

    9.0.00
    8.1.00

    9.1.00
    SW00494472Foundation dataCFG:CTL:TFCompany_100_Hide active link now displays the filed name on the CFG:Service Catalog Lookup form.9.0.00, 9.0.01, 9.1.009.1.01
    SW00494501BMC Service Desk: Incident ManagementAfter you cancelled an incident request from the Request Entry Console, the Assigned Group members did not receive any cancellation notification.

    9.0.00
    8.1.02

    9.1.00
    SW00494607BMC Service Desk: Incident ManagementWhen using BMC Service Resolution 3.0.01 with BMC Remedy ITSM 9.0, the following date format error occurs when the HPD_IncidentOutboundEvent web service is called to search based on the modification date.
    ERROR (8957): The date format is invalid

    Workaround:
    Add a new environment variable called ARDATE in the ITSM system with the following value:
    ARDATE    MM/dd/yyyy HH:mm:ssZ
    9.0.00
    9.0.01
    9.1.00
     
    SW00495162BMC Service Desk: Incident ManagementIn Best Practice View, while creating and incident request, you selected a company, then clicked the Next button and selected a user. If you then clicked the Previous button to clear the data in Customer+ field, the erase button was disabled. You could not clear the data in the Customer+ field.

    9.0.00
    8.1.00

    9.1.00
    SW00495265Foundation

    When you run the Data Management contract job, the following error is displayed.

    1182 – Invalid child identifier

    Workaround:
    In the CTR:LCR:ValidateCertificateChild_Staging filter, update the below information at the start of the qualification used in the Set Field action:

    From: ('CertificateName' = $Child_Instance_ID$) AND ('DL_Status' >= "Validated") AND ('Error_Flag' = ) AND ('Parent_Job_GUID' = $Parent_Job_GUID$)


    To: ('instanceId' = $Child_Instance_ID$) AND ('DL_Status' >= "Validated") AND ('Error_Flag' = ) AND ('Parent_Job_GUID' = $Parent_Job_GUID$)

    8.1.00-9.1.02 
    SW00495422Data ManagementWhen you try to update a people record using the People spreadsheet, if you set Unrestricted access to Yes, the Group list gets overwritten with Unrestricted Access permission.9.0.019.1.00
    SW00495670BMC Service Desk: Incident ManagementWhen adding work information details in incident tickets or work orders, if you navigated away from the page without saving the ticket, you did not get any warning message. The work information details were not saved.9.1.00
    9.0.00
    8.1.02
    9.1.01
    SW00495841BMC Service Desk: Incident ManagementThe My Searches function on Incident Management Console does not work correctly when you create a search qualification that contains an AND or OR clause.

    9.0.00
    8.1.02

    9.1.00

    SW00496120

    FoundationIn the German locale, the TMS:Task form displays the incorrect names for the Data and Dates tabs.8.1.02-9.1.019.1.02
    SW00497096FoundationThe Email Message Body and Notification Text fields on the NTE:Notifier Log form got truncated because filter NTE:NTS:AuditLog_900_PNTL incorrectly used the LEFTC function instead of using the LEFT function.9.1.00
    9.0.01
    9.1.01

    SW00497280

    Foundation

    An error message is displayed if all of the following conditions are true:

          
           
    • You are a member of a company.
    •      
    • You create a task for a company to which you do not have access permissions.
    •      
    • You select the product categorization specific to your company
    •     
    8.1.02-9.1.019.1.02
    SW00497353Data Management

    In Data Management, when you use the Data Wizard and select the option for merging target value for company merge, then if you select a company from the Merge into this company section, you get the following error:

    The specified menu is invalid. (ARERR 9372)
    9.1.00 
    SW00497460Data ManagementWhen you try to merge support group belonging to the same company, the link for Application Maintenance Console is not available.9.1.00 
    SW00497840Data Management

    When you try to merge Company or Support Group data, you get the following error:

    552: "The SQL database operation failed.", "ORA-00933: SQL command not properly ended.
      
    SW00497865Data Management

    In Data Management, when you try to merge Support Group data, when no other Count or Update operation is in progress, you get the ARERR 45457 error. An error message similar to the following error is displayed:

    An other Count/Update action with the Data Wizard started at 10/26/2015 1:16:51 AM is currently being performed.  Only one Count/Update action can be performed at any given time. (ARERR 45457)
     9.1.00 
    SW00497891BMC Service Desk: Incident ManagementThe out-of-the-box Resolved Incident Volume by Product Categorization web report did not show any data in Japanese locale.

    9.0.00
    8.1.02

    9.1.00
     SW00497978Data ManagementIn Data Management, when you run the Count operation in Data Wizard, the operation remains does not complete, and the status of all target objects remains Pending.9.1.00 
    SW00498045Data Management

    After you merge two companies by using the Data Wizard in Data Management, users from the merged companies cannot select support group values from dropdown lists such as Assignee Group, Owner Group, and so on.

    9.1.00 
    SW00498142Data ManagementUsing the Data Wizard, when you merge the support group belonging to one company into support group of another company, the support group data of the merged company is not properly associated with people record.9.1.00 
    SW00498193FoundationFor a change request, the 112 value of an associated task is not updated when you update the Coordinator, Manager, or Requested for details.9.1.00 
    SW00498235BMC Service Desk: Incident ManagementWhen you selected multiple incident tickets from search results on the HPD:Help Desk form, and selected a support group from the Assigned Group*+ field, the ARERR 1291053 error occurred.9.1.00
    9.0.00
    8.1.02
    9.1.01
    SW00498736BMC Service Desk: Incident ManagementServer offset was not updated on the Business Time form. As a result, if the client and the server were in two different time zones, and either the client or the server entered or exited daylight saving time, notifications were not sent at the appropriate time. The notifications were syncronized only after both, server and client, entered or exited daylight saving time.

    9.1.00
    9.0.00
    8.1.02

    9.1.01
    SW00499432Incident ManagementOn the Server Information page > Licenses tab, if you set the Submitter Mode to Locked, standard filters relevant to AST:CMDB Associations form records are not compatible with the Submitter Mode.8.0.00-9.1.019.1.02
    SW00499463FoundationWhen you upgraded to BMC Remedy ITSM 9.0 from a previous version, an active link form the older version, ASI:SHR:AddASTPeople_003, was not removed. As a result when you related a People record to a Configuration Item (CI), a three-dialogue window—to select relationship type, search for it, and select a role—from the older version incorrectly appeared. Then, a new single window from version 9.0 for performing the same tasks appeared.9.1.00
    9.0.01
    9.1.01
    SW00499642BMC Service Desk: Incident Management

    The WSDL file in the HPD_IncidentInterface_WS web service was corrupted.

    9.1.00
    9.0.01
    9.1.01
    SW00499748BMC Remedy ITSM

    The work info email does not get sent if you use lower case prefix in the subject line of the email when updating an incident using RBE. Also, no error is displayed about this failure.

    Workaround:

    In the RBE:Rule form, add the following Rule Qualification for the Incident Add Worklog rule:

    ('Subject' LIKE "RE:%") AND ('Subject' LIKE "%INC%")OR(('Subject' LIKE "%inc%")
    9.1.00 
    SW00499853Data Management

    When you create support groups using the Unified Data Management (UDM) (Data Management > Spreadsheet Management >Spreadsheet Type >BMC template) and import them into ITSM, these support groups are not automatically available for assignments.

    For example, create support groups for Invention Inc. using the UDM. If you select Invention Inc. as a contact/location company while creating/modifying a ticket, the assignment menus do not display the support groups of Invention Inc.

    Workaround

    For making these support groups (created using the UDM) available for assignments, you must include them to the company they belong to.

    In the example below, let us include the support groups (created using the UDM) to Invention Inc.

          
           
    1. From the Application Administration Console > Foundation  > Advanced Options  > Support Group Assignment Configuration > Configure Assignment Groups for a Service Company > Support Company drop-down list, select Invention Inc. This displays the list of support groups associated with Invention Inc.
    2.      
    3. From the Service Company Assignment Support Groups drop-down list on the Configure Assignment Groups for a Service Company form, select Invention Inc. 
    4.      
    5. Select the required support groups (displayed on the left) and click  . The selected support groups are added to Invention Inc. and are available for assignments. 
    6.     
    9.1.00 
    SW00500412BMC Service Desk: Problem ManagementThe PBM:PPI:CreateProblem_155_WorklogSetType filter referenced an incorrect field in its Run If qualification. The value of Work Info Type for Problem Investigations created using PBM:ProblemInterface_Create form were overwritten.

    9.0.00
    8.1.01

    9.1.00

    SW00500616

    FoundationIn the CTM:People form, if you set the License Type to None, the User form displays an error message relevant to the license information of the Asset User permission group.9.0.01-9.1.01 9.1.02
    SW00501130Foundation dataThe Person’s Image field on the CTM:People form now does not allow you to update the .txt files.

    7.6.04,

    8.0.00, 8.0.01, 8.0.02, 9.0.00, 9.0.01

    9.1.00

    9.1.01
    SW00502346BMC Service Desk: Incident ManagementAuto-assignment did not work for incident tickets of type Infrastructure Event.9.1.00
    9.0.01
    9.1.01
    SW00502816BMC Service Desk: Problem ManagementWhile creating a new problem ticket, if you searched the knowledge base and related or used a knowledge article before saving the problem ticket, the knowledge article window did not close.9.1.00
    9.0.00
    8.1.01
    9.1.01
    SW00503464BMC Service Desk: Incident ManagementIn an incident ticket, if the Configuration Item (CI) name had double quote (") characters in it, and you related the incident ticket to another incident or problem ticket, the CI name in the related ticket truncated at the double quotes (") character.9.1.00
    9.0.01
    9.1.01
    SW00504007BMC Service Desk: Incident Management

    If you were an Incident Owner with only Support Group Manager functional role, you could not relate a Closed incident ticket to other incident tickets; an ARERR 1930002 occured.

    9.1.00
    9.0.00
    8.1.01

    9.1.01
    SW00504442BMC Service Desk: Incident ManagementWhile creating an incident ticket, if you related another incident and deleted the relationship before saving the incident you were creating, the Incident Association Type and Original Incident Number fields were not set to NULL, and the Status field was incorrectly set.9.1.009.1.01
    SW00504480, SW00506382Data Management

    From the Data Management > Job Console, when you load CI data by using the CI-CMDB Express template, the data management job now runs successfully. 

    9.0.01, 9.1.009.1.01
    SW00504522BMC Service Desk: Problem ManagementAn unrestricted user from one Company who is a member of support groups of another Company could not create problem tickets.9.1.009.1.01
    SW00504705Data Management

    Modifications to a group name using the data wizard no more requires a manual modification to any concatenated field values on the Group form. For example, if you are changing a group name, the long group name is automatically updated in the Group form and email notifications work correctly.

    9.1.009.1.01
    SW00504756BMC Service Desk: Incident Management

    When you related a knowledge article to an incident ticket, such that the same knowledge article was already related to the incident, an ARERR 371 occurred.

    9.1.00
    8.1.02
    9.1.01
    SW00504863Foundation

    If you had installed BMC My IT or BMC Remedy with Smart IT with the Remove leading zeroes from IDs of new tickets option selected, and you try to update the work log of an existing record by sending an email, a work information note is not created.

    9.1.009.1.01
    SW00504965FoundationWhen you removed any permission for a People record, the previously set default home page was reset Overview console.9.1.00
    9.0.00
    9.1.01
    SW00505080BMC Service Desk: Incident Management

    The Incident Rules settings of Changeable Reported Date, Changeable Responded Date and Changeable Resolution Date fields did not work as expected for closed or resolved incidents. As a result, with Incident User permission and Support Group Lead or Incident Manager functional roles, you could not modify the Reported Date, Responded Date, and Resolution Date fields.

     

    9.1.009.1.01
    SW00505582Data Management

    The Merge target values action on the Data Management > Data Wizard now successfully merges data between the following entities:

          
           
    • Companies
    •      
    • Support groups within a company
    •      
    • Support groups across companies
    •     
    9.1.009.1.01
    SW00506208Data ManagementThe configuration items (CIs) now display in the CIs in inventory tab on the AST:InventoryStorage form when you load CI data and the asset relationship data through the Data Management.8.1.02, 9.0.00, 9.0.01, 9.1.009.1.01

    SW00506292

    Data Management

    If you create a user without using the People template, Asset Admin permission is unavailable in the User form. This behavior causes people synchronization failure.

    9.1.00, 9.1.019.1.02
    SW00506316BMC Service Desk: Problem Management

    If you only had the Problem Submitter permission, you could not create a new problem ticket from BMC Remedy with Smart IT. The following error occured :
    You do not currently have permission to submit or modify a Known Error request. Notify your administrator.

    9.1.00
    9.0.00
    8.1.00
    9.1.01
    SW00506700BMC Remedy ITSM

    When BMC Remedy Single-Sign On (RSSO) is installed and configured for BMC Remedy AR System, clicking the Approve, Reject, or Hold options in Approval Central two dialog boxes are displayed: the credential sign in dialog box and the double authentication dialog box.

      
    SW00506724Data Management

    If you have multiple configuration items with the same name but for different companies, when you run a data management job to load the data for a worklog  and CI relationship, the UDM now builds the correct relationship between the worklog and the company.

    8.1.01, 8.1.02, 9.0.00, 9.0.01, 9.1.009.1.01
    SW00506765BMC Service Desk: Incident Management

    When you passed parameters such as first name, last name, and email ID, people lookup did not consider email ID in the list of input parameters. As a result, it returned non-unique records when there were multiple people with the same First Name and Last Name. An error similar to the following error occurred:

    2 records have been found for the Incident contact information you have provided.  Please talk to your data administrator to make this data unique.

    **** Filter "SHR:SPF:Contact_Multi_Found": No enabled error handler

    9.1.00
    9.0.01

    9.1.01
    SW00506777BMC Service Desk: Incident ManagementWhen you removed a Service CI associated with an incident template, the value of ServiceCI_ReconID field was not set to blank.9.1.00
    9.0.00
    8.1.02
    9.1.01

    SW00506821

    FoundationIn the Japanese and Chinese locales, the COM:Company form displays garbled text.9.1.00, 9.1.019.1.02
    SW00506879, SW00506878BMC Remedy ITSM

    If duplicate and invalid entries with the same parent group, support group, or permission group ID exist in the CTM:SYS-Access Permission Grps or Group form, you may encounter an error when upgrading BMC Remedy IT Service Management to a higher version,  and the upgrade may fail due to the invalid and duplicate entries. To prevent the upgrade failure, BMC recommends you to:

          
           
    • Run the BMC Remedy Configuration Check utility before upgrade which verifies whether any duplicate and invalid entries exist in the CTM:SYS-Access Permission Grps or Group form. 
    •      
    • If duplicate and invalid entries exist in the CTM:SYS-Access Permission Grps or Group form, correct or delete them. For details see, BMC Remedy ITSM checks.
    •     
     9.1.00 9.1.01

    SW00506972

    Data ManagementThe LDAP_People Atrium Integrator job now correctly updates the Assignee_Groups field on the CTM:People form.8.1.02, 9.0.00, 9.0.01, 9.1.009.1.01
    SW00507029BMC Service Desk: Incident Management

    When creating a People record using a People template from an incident ticket, the  permissions and access restrictions are updated in the CTM:People Permission Group form, but are not updated in the Group List in the User form. Also, a People record is created on the CTM:People form, with Enabled status.

    9.1.00
    9.0.00
    8.1.01

    9.1.01

    SW00507045

    Incident managementOn the HPD:Help Desk form, the Do Not Archive field is incorrectly aligned. 9.1.00, 9.1.019.1.02
     SW00507524BMC Service Desk: Incident Management

    When sending an email from Email System in an incident ticket, if you added the email subject line in Japanese, and if the number of characters in the subject line exceeded the length of the Summary field on HPD:WorkLog form, the following an ARERR 306 error occured.

     9.1.009.1.01
    SW00507727BMC Service Desk: Incident Management

    With Support Group Admin functional role, you could not access the HPD: Template form from the Application Administration Console. You could not create incident templates and the following error occured:

    You do not have access to view this form. You will be redirected to the Home Page. (ARWARN 48638)

    9.1.009.1.01
    SW00507802Foundation data

    The Open Tasks field on the CTM:People form now displays the correct number of tasks that are in open state. 

    8.1.01, 9.0.00, 9.0.01, 9.1.009.1.01
    SW00508348BMC Service Desk: Incident Management

    The decision tree functionality did not work with Oracle database. While creating an incident ticket, if you selected the Decision Tree option from Functions in the left pane, the branch details are not populated and the window closes.

    9.0.019.1.01
    SW00508490BMC Service Desk: Incident Management

    If multiple main branches were configured in one decision tree, the decision tree functionality did not work as expected. The following issues were observed while using the decision tree:

          
           
    • The Decision Tree Selection popup window displays only the first main branch. You cannot view or select the next main branches.
    •      
    • The Select and Back buttons do not work correctly, and the selected branch item does not get applied to the incident ticket.
    •     

    The overall user interface and functionality is not useful when using decision trees that have multiple main branches.

    Refer the updated documentation. See Using the Incident Management decision tree in version 9.1.01.

    8.1.00
    9.0.00
    9.1.00
    9.1.01

    SW00509651

    FoundationA member of a parent support group cannot view the audit logs.9.1.00, 9.1.019.1.02

    SW00510986

    Incident ManagementInstead of displaying the support groups configured for a company, the Quick Action > Assign to Me window displays all the support groups to which the user has access. 9.1.00-9.1.019.1.02
    SW00511016Data ManagementWhen you run the RKM_Articles job by using the Transactional_Knowledge spreadsheet which includes an invalid support group name, the validate step now displays the correct error message.9.1.009.1.01

    SW00511445

    InstallerBMC Remedy ITSM 9.1.00 installer includes double extension .def files.9.1.00-9.1.019.1.02

    SW00512146

    Data ManagementIf you enable an unlicensed Full Text Search (FTS) on your AR System, the Data Wizard jobs do not run successfully.9.1.00-9.1.019.1.02

    SW00512420

    InstallerWhen you upgrade BMC Remedy ITSM from the version 7.6.04 to 9.1.00, warning messages are displayed during the upgrade process in spite of successful upgrade.9.1.00-9.1.019.1.02

    SW00512436

    FoundationWhen you load the CI approval mappings by using the Data Management, the APR:Approver Lookup form displays only one record. This behavior occurs even if multiple records exist in the CI approval mappings spreadsheet for the same CI.

    Workaround
    Update Filter 'APR:DAL:SetCIName_BMCCore_766' and change Set Field action's Qualification to check against CI Name as well as Recon ID as follows:

    ('Name' = $CI_Name$) AND ('Reconciliation Identity' = $ReconciliationID$)
    8.1.02-9.1.019.1.02

    SW00512847

    Data ManagementIf there are multiple companies with the same name, when you run the Data Management People job, company names change to upper case. 8.1.02-9.1.019.1.02

    SW00513001

    Incident Management

    For an incident or a work order, the Internet Email field in the Email System form displays a semi-colon ahead of email address.

    9.1.00-9.1.019.1.02

    SW00513261

    FoundationDuring the implementation phase, if you assign a task to a change request by using the Change template, the task is not assigned.9.1.00-9.1.019.1.02

    SW00513264

    InstallerWhen you export forms that have currency field, corrupted default value is displayed in the currency field.  

    SW00514201

    FoundationIn the run if qualification of the FND:ACT:IM1-ProcessUPDATEASSOCATIONSTATUS escalation, some action keywords are not present, This behavior results in performance issues after the upgrade.8.1.02-9.1.019.1.02
    SW00514636Data ManagementThe below help text is added to the People.xlsx spreadsheet on the CTM_LoadPeopleTemplateSFR and CTM_LoadSGPFunctionalRole tabs for the Functional Role Alias column:
    • 11000 for Request Approver
    • 11001 for SRD Approver
    • 12000 for Knowledge Manager
    • 30000 for Work Order Assignee
    • 31000 for Work order Manager
    • 32000 for Knowledge Management Approver
    9.1.00-9.1.019.1.02

    SW00514659

    Incident ManagementUsers cannot save a child incident even if its parent incident is in the resolved state.9.1.00-9.1.019.1.02

    SW00515302

    Data ManagementWhen you run a Data Management job by using the BMC templates > Foundation > Product Catalog, the data on the PCT_LoadProdModelVersion tab is loaded to the target form and the status column is set to the default value Enabled. 9.1.02

    SW00515540

    FoundationAfter configuring trusted user and trusted recipient for a company, when you send an email from the trusted email address, the processed message does not include the company field.9.1.019.1.02

    SW00515725

    BMC Service ManagementIf there are multiple approvers with the override only admin role, the approvers do not receive the approval emails.9.1.019.1.02

    SW00515788

    Data Management

    If you modify the name of a support organization from the Arabic locale to the English locate by using the Data Wizard, the new name of the support organization is not updated.

    9.1.019.1.02

    SW00515954

    Incident ManagementBMC Atrium Service Context displays incorrect information about the CI related to the record you are viewing.8.1.02-9.1.019.1.02

    SW00516045

    Incident Management

    In the incident request form, if you do not select the Public check box and add an activity note, the last modified date is not updated.

    9.1.019.1.02

    SW00516234

    Problem Management

    When you cancel a problem, the tasks attached to the problem are not cancelled.

    9.1.019.1.02

    SW00516510

    Incident ManagementFor a completed incident, if you update the Assigned Group and Assignee, the CI unavailability assignment information changes.9.1.00-9.1.019.1.02
    SW00517113FoundationWhen you rename a support group by using the Data Wizard, the incident template associated with the support group shows the relationship status as Inactive.9.1.00-9.1.019.1.02
    SW00517315Data ManagementIn a server group environment, if one of the servers is down, users cannot run the data management jobs. In the UDM:Config form, users have to define the server as the primary server.9.1.00-9.1.019.1.02
    SW00517552Incident ManagementIn Smart IT 1.4, users are able to close the Infrastructure Event incidents without assigning the them to an assignee.9.1.00-9.1.019.1.02
    SW00517972Data Management

    For a ticket, field 112 displays the IDs of support groups but does not include the ID of the company associated with the ticket.

    9.1.00-9.1.019.1.02
    SW00518347Problem ManagementThe Assignment Engine overwrites the Problem Coordinator fields for requests created from Smart IT 1.4. 9.1.02
    SW00520349Foundation

    When you assign user A's ticket to user B, the number of open tickets assigned to user A does not decrease but remains the same.

    Workaround

    None

    9.1.01, 9.1.02 
    SW00520351Data Management

    When you execute a Data Management job, it gets stuck in In Progress state for a long time. When you check arjavaplugin logs, you may get an error relevant to invalid execution instance or an error relevant to creating an entry in the UDM:Execution form.

    Workaround

    You may try one of the following workarounds:

          
           
    • Restart your AR Server and rerun the Data Management job.
    •      
    • Remove the execution entry of the Data Management job from the UDM:ExecutionInstance form and rerun the job.
    •     
    9.1.02 
    SW00520829Incident Management

    On the BMC Remedy ITSM home page, when you search for tasks, the search results fetch a single task even if multiple tasks exist in the system.

    Workaround

    None

    9.1.00, 9.1.01, 9.1.02 

     


    Article Number:

    000127557


    Article Type:

    Solutions to a Product Problem



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