Hiding some Applications in Applications List removes all applications and shows ‘No applications or entry points’.

Knowledge Article

Article Number

000309188

Old Article Number

000078680

Article Type

Solutions to a Product Problem

Title

Hiding some Applications in Applications List removes all applications and shows ‘No applications or entry points’.

Summary

Hiding some Applications in Applications List removes all applications and shows ‘No applications or entry points’.

Product

BMC Helix IT Service Management OnPrem

Component

Applies to

BMC Remedy IT Service Management Suite

Problem

Hiding some Applications in Applications List removes all applications and shows ‘No applications or entry points’.

LP: BMC Remedy IT Service Management Suite 8.1.00

OS vendor/version : Windows 2008 R2
Database vendor/version :
Version/patch levels of BMC product(s) : ARS/CMDB/ITSM 8.1
Vendor/version of related 3rd party software. : None
Problem occurring in what type of environment? (Test, QA, Production, etc) : Pre-Production

Summary:
Hiding some Applications in Applications List removes all applications and shows ‘No applications or entry points’.

Description:
Customer doesn’t want all users to have access to Knowledge Management or Remedy Administrator Console application. He removed public permission from Knowledge Management Application and logged in as a non-admin user who had Incident User ,Infrastructure Change User and Problem User permissions. But, he had no applications showing (please see screen shots).
The same scenario happened when public permissions were removed from Remedy Administrator Console.
Is this a known issue? Or is there a different way of hiding Applications?

What is the expected behavior?
>> When public permission is removed from any one application should not remove other applications.

What is different from the expected behavior?
>> When public permissions are removed from any one application (for e.g. Knowledge Management or Remedy Administrator Console), all other applications are getting removed.
Provide the exact steps to reproduce the unwanted/incorrect behavior. If you are not able to reproduce please provide details why you are not able to reproduce.
>>
• Log in as a user with permissions shown in attached screen shot and note the applications showing on Applications List
• Open the Knowledge Management application in Developer Studio
• Remove the public permission and save it.
• Flush the cache and log in as the same user
• Note that no applications show

Cause

Solution

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

Legacy ID:KA401460

ISSUE: Hiding some Applications in Applications List removes all applications and shows ‘No applications or entry points’.
CAUSE: General query related functionality.
RESOLUTION: We suggest that you work on the individual entry points of each application. For e.g., you can try hiding the 'Knowledge Management Console' by removing 'Public' permission from the Active Link Guide (Entry Point) -- "RKM:COR:AppListEntryPoint". Similarly, there are Active Link guides acting as Entry Points for different applications.
This will be a modification at a micro level and not touching other involved applications.

Regarding, the Application Administration Console, it has been kept to be always displayed because it gives an interface for viewing/configuring various important Foundation data as per the applicable permissions of respective users. From the support end, we will not suggest modifications in this designed OOTB behaviour as it may cause malfunctioning of other applications.
Related Products:

BMC Remedy IT Service Management Suite

Attachment(s):