Troubleshooting

  • When an attribute is to be added to the schema, the attributes ID should be added as an internalName of the attribute in the schema.
  • When an attribute (which is not present in the schema) is to be added to the provisioning policy, the ID of the attribute should be provided as the name of the attribute.
  • For connection attributes, ensure that the ID of the attribute is prefixed with AC_.

  • While creating an ITSM Account having SupportStaff value Yes, ensure that the AssignmentAvailability attribute is added to the provisioning policy.
    For example,

    Copy 
    <Field displayName="AssignmentAvailability" name="1000000346" reviewRequired="true" type="string">
         <AllowedValues>
            <String>Yes</String>
            <String>No</String>
         </AllowedValues>
    </Field>
  • For account creation in BMC Remedy ITSM Suite version 7.5.00.001 required mandatory attribute InternetEmail.

  • Create / Update account fails for Site attribute as follows:

    "The Location Information is not valid. Please use the menus provided on the 'Region', 'Site Group' and 'Site' fields or the type ahead return function on the 'Site' field to select this information."

    Resolution: Provide the Site Id in the request.

  • To aggregate accounts and groups without an ID base search, you need to enter the following on the application debug page. Default value for ID base search is true.

    Warning
    It is recommended not to use application debug entries for huge data.

    Copy 
    <entry key="useAccIDBasedQualifier">
        <value>
             <Boolean>false</Boolean>
         </value>
    </entry>
    <entry key="useGrpIDBasedQualifier">
         <value>
             <Boolean>false</Boolean>
         </value>
    </entry>