Remedy IT Service Management - Searching for a CI under Computer System brings back CIs that are in the Printer class

Knowledge Article

Article Number

000332210

Old Article Number

000131602

Article Type

Solutions to a Product Problem

Title

Remedy IT Service Management - Searching for a CI under Computer System brings back CIs that are in the Printer class

Summary

Searching for a CI under Computer System brings back CIs that are in the Printer class

Product

Remedy IT Service Management Suite

Component

Remedy Asset Management Application

Applies to

Remedy Asset Management Application 9.1.01

Problem

1. STEPS TO REPRODUCE:

Create two CI's with same name in BMC_ComputerSystem and BMC_Printer classes.
Open AST:ComputerSystem from Asset Management Console
Do wildcard search (or search for a printer CI)

2. ACTUAL RESULTS:
Printer class CIs are visible in AST:ComputerSystem

3. EXPECTED RESULTS:
Printer class CIs should not get displayed.

Cause

Workflow side defect# SW00529958

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.

The problem is with set field mapping in the AL "ASI:SHR:ClearFieldsOnSearch_100". The zTmpKeyword is getting set to Null.
This was fixed in 1902 under defect SW00529958 where the class id is set in activelink ASI:SHR:ClearFieldsOnSearch_100, hence it will display only that particular class CIs only.

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