6 Replies Latest reply: Feb 18, 2010 9:30 AM by Karina NameToUpdate RSS

    Not available information from Remedy

    Karina NameToUpdate

       

      Hi everyone,

       

      I have some problems with the configuration and I don´t know what is the reason so I´d like to know if somebody can help me.

       

      The problem is that I can´t get information from Remedy, the connection is successfully but there are not available pods in fact in the Company Filter tab there are not available companies.

      1.JPG

       

      Dashboards and Mid-Tier are in the same server, do you think that it is a problem?  (Mid-Tier&Dashboards have different number ports)

       

       

      This is the environment where Dashboards for BSM is.

      3.JPG

       

       

       

      I´m looking forward to knowing your answer .

       

      Thanks a lot.

       

                      Karina Sanchez 

       

      El mensaje fue editado por: Karina

        • 1. Re: Not available information from Remedy
          Jim Wilson
          Hi Karina,
          If no companies are showing in the Company Filter tab, this suggests that your Foundation Data is not configured in the AR System.
          Have you created Companies (and associated Foundation data) using the Standard Configuration tab of the Application Administration console?
          What version of AR System and ITSM Applications do you have installed?
          • 2. Re: Not available information from Remedy
            Karina NameToUpdate

            Hi,

             

            Thanks for your answer Mr. Wilson it was useful. Unfortunately the problem hasn´t been resolved yet.

             

            I created Companies using the Standard Configuration tab of the Application Administration console. However the customer have been doing the back up many times, so I don't know if it is a problem, what do you think?

             

            The version of  ITSM Applications and AR System that I installed are:

             

            AR System  7.1 Patch 006

            BMC Atrium CMDB 2.1 Patch 005
            BMC Remedy Service Desk  7.0.03

                 Problem Management 7.0.03 Patch 009

                 Incident Management  7.0.03 Patch 004

                 Change Management  7.0.03 Patch 009

            BMC Service Level Management  7.1.00 Patch 001

             

            There is not installed Service Request Management, do yo think that it is a problem??

             

            This is the error in the log that I get from the BSMDashboardsSupportDiagnostics.

            LOG-00001.JPG

             

            LOG-00002.JPG

            The last 3 lines are the same problem for each module of AR Server.

            I´m looking forward to knowing your answer.

             

            Thank you very much.

             

            Karina Sanchez

             

             

             

            El mensaje fue editado por: Karina

            • 3. Re: Not available information from Remedy
              Jim Wilson

              Hi Karina,

               

              The error messages are still indicarting that the expected data is not available in the AR System database.

               

               

              Please run the support tool (see Troubleshooting section of Installation Guide) and open a support issue for more detailed analysis than can be done via these forums.

               

               

              Thanks

              Jim

              • 4. Re: Not available information from Remedy
                Karina NameToUpdate

                Hi Jim,

                 

                I send the information to BMC Support in fact I´ve been waiting for almost 2 weeks.

                So as soon as I´ll get the answer I´ll tell you.

                 

                Thank you

                • 5. Re: Not available information from Remedy
                  Jim Wilson
                  Hi Karina,
                  I located the support issue and some of the information requested by support was sent to them on February 11, so it's not two weeks, and only part of the requested information was supplied
                  I will leave the assigned support reps to work on this and hope that it gets resolved quickly for you.
                  Thanks & Regards
                  Jim
                  • 6. Re: Not available information from Remedy
                    Karina NameToUpdate

                    Hi Jim,

                     

                    Thank you very much.

                     

                    Have a nice day.