1 Reply Latest reply on Feb 11, 2019 11:35 PM by Deodatta Marathe

    Smart IT ticket console only ever shows "No results found"

    Lisa Singh
    Lisa Singh Feb 11, 2019 5:49 AM

      I know there are a few knowledge articles about this, but I've not been able to find something that tells me how to resolve it when it happens. I've heard someone mention "rebuilding the ticket console" but can't find any way to fix it.

       

      I've got an outstanding query with BMC Support but after a couple of weeks with no resolution I'm guessing they might not be entirely sure either.

       

      Any advice?

        • 1. Re: Smart IT ticket console only ever shows "No results found"
          Deodatta Marathe
          Deodatta Marathe Employee Feb 11, 2019 11:35 PM (in response to Lisa Singh)

          Hi Lisa,

           

          We may need more details about Smart IT Version you are using. For Rebuilding Union you can try this...

           

          Step 1:

          1. Open the SHR:Union_ConfigurationConsole form in Mid Tier.

          2. Select SmartIT Ticket Console in the Implementation Area.

          3. select Yes next to Bypass Enum Value Conversion.

          4. Click Build/Rebuild Database Union Structure.

           

          Verify you get Successful Message. After that..

          Step 2:

          1. Open the SHR:Union_ConfigurationConsole form in Mid Tier.

          2. Select SmartIT Ticket Console in the Implementation Area.

          3. select No next to Bypass Enum Value Conversion.

          4. Click Build/Rebuild Database Union Structure.

           

          Verify you get Successful Message. If not and getting error you needs to run Migration Utility to Migrate customized Selection fields from your main Ticket forms to Union View form. for that follow pt 7,8,9,10,11 from Configuring columns in ticket console - Documentation for Remedy with Smart IT 2.0 - BMC Documentation .

           

          On Successful Migration, please repeat Step 1 & Step 2.

           

          -Deodatta Marathe

           

           

          2 of 2 people found this helpful