7 Replies Latest reply on Mar 28, 2019 3:10 AM by Marek Ceizel

SmartIT 18.08 we are not able to see the DWP Catalog Service Requests

Marek Ceizel Mar 28, 2019 4:42 AM

Hello,

Even when we followed the configuration instructions:

https://docs.bmc.com/docs/digitalworkplaceadvanced/1811/integrating-bmc-digital-workplace-catalog-service-requests-with-remedy-smart-it-856632873.html

and we checked also:

https://docs.bmc.com/docs/smartit1805/smart-it-troubleshooting-803118660.html

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BMC Digital Workplace service request is not found in Smart IT

While searching BMC Digital Workplace Catalog service request in Smart IT, if you cannot find it in Smart IT, search the service request in the SBE:Request vendor form. If the service request is not available in the vendor form, that means that service request does not exist. Search by service request ID or by name. In the vendor form, % search does not work.

Test connection failure in Digital Workplace service request

In case of test connection failure in the SBE:ConnectionConfig form of ITSM, check the following log file to find out the failure reason:

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Both works OK. We checked also the permissions (in SB the Agent and in Remedy all the required permission for IT Agent)

We are not able to see the Digital Workplace catalog Service Requests in Smart IT.

Is there anything else to check ?

Tony Chung, John Gallagher experts ?

PS-I know SmartIT is in Group ITSM, but want to try here at first.

thanks a lot

Marek

1. Re: SmartIT 18.11 we are not able to see the DWP Catalog Service Requests

John Gallagher Mar 12, 2019 4:12 AM (in response to Marek Ceizel)

Hey Marek Ceizel

What version of the Advanced ITSM integration patch are you running ? Are you able to see any exceptions in F12 developer mode while you're searching ? Debug logs on the Smart IT side while reproducing the issue may also help here.

Cheers,
John
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2. Re: SmartIT 18.11 we are not able to see the DWP Catalog Service Requests

Marek Ceizel Mar 12, 2019 9:26 AM (in response to John Gallagher)

Hello John Gallagher,

The only Patch I installed is the DWP Catalog Patch 18.11 for ITSM (the lates where you start the install.bat file).I upgraded ITSM to 18.08.001, DWP and DWPC to 18.11 and SmartIT to 18.08.001

Reproducing issue is reallyh realtive. The SmartIT just doesn't show the option in Ticket Console to filter DWP Catalog Service Requests. There are only ITSM service requests. Which point exactly should show some errors in F12 or in Debug Logs ? Opening of Ticket Console ?

thanks a lot
Marek
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3. Re: SmartIT 18.11 we are not able to see the DWP Catalog Service Requests

John Gallagher Mar 12, 2019 9:29 AM (in response to Marek Ceizel)

Hey Marek Ceizel

Maybe I misunderstood. Do you mean you are able to find Catalog requests when you search for them in Smart IT but you don't see a label for them in the filter ?

Regards,
John
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4. Re: SmartIT 18.11 we are not able to see the DWP Catalog Service Requests

Marek Ceizel Mar 12, 2019 9:44 AM (in response to John Gallagher)

Hello John Gallagher

No, you understood me correctly. I cannot see catalog requests. In the web page there is a screenshot:
https://docs.bmc.com/docs/digitalworkplaceadvanced/1811/integrating-bmc-digital-workplace-catalog-service-requests-with-remedy-smart-it-856632873.html

I cannot see this option, neither the DWP Requests. I can only see Service Requests from ITSM.

regards
Marek
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5. Re: SmartIT 18.11 we are not able to see the DWP Catalog Service Requests

John Gallagher Mar 12, 2019 10:37 AM (in response to Marek Ceizel)

Hey again,

I just checked an 18.11 DWP/18.08 Smart IT system here and it's OK for me.

Can you tell me what the output of this on your SmartIT server is ?

http://<smartIT>:9000/smartit/restapi/version

Cheers,
John
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6. Re: SmartIT 18.11 we are not able to see the DWP Catalog Service Requests

Marek Ceizel Mar 19, 2019 9:32 AM (in response to John Gallagher)

Hello John Gallagher,

Sorry for my late answer. I took some holiday
Here is the version:
{"buildNumber":"78","buildTime":1542990060000,"smartITVersion":"18.08.01","smartITPreviousVersion":null,"changelist":"962803c39d8c4af28f138568b4d1b0660eac54a3","jobName":"CI-SMARTIT-BACKEND-GITHUB-BUILD/support-18.08.00","ucBuildNumber":"78","ucChangeList":"20851f7de4688527d2fea7ca1e44159a6529c090","ucJobName":"CI-SMARTIT-UC-GITHUB-BUILD/support-18.08.00"}

I opened also a support ticket and waiting for Webex schedule.

thanks a lot
Marek
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7. Re: SmartIT 18.11 we are not able to see the DWP Catalog Service Requests

Marek Ceizel Mar 28, 2019 3:10 AM (in response to Marek Ceizel)

Hello John Gallagher,

At the end of the day I finded out the funtionality work as designed. I can find DWP Catalog Requests using Global search in SmartIT. The screenshot is actually not from Ticket Console but from Global Search result.

Here I have to state this is a really missing functionality so strange that I would say a bug.Digital Workplace Requests are also tickets so as e.g. Incident and Service Requests. The possibility to choose the Ticket Type - Digital Workplace Request in Ticket Console should be available

thanks a lot
best regards
Marek

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