Agents in Smart IT are not able to see any Incident Templates from "Smart Recorder", from "Incident Template" field nor by clicking on the "Browse All Templates" button in the Incident ticket, but they are able to see Work Orders and Change templates.


Smart Recorder:





Incident Template field:





Browse All Templates button:





 

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.


Below are the steps followed to fix this issue:


1.- Check that the  "templateSearchByAuthoringGroup" setting is configured according to your expectations (true or false). For further information check Smart IT Configuration Parameters.

1.1.- Login to ITSM and go to Applications > AR System Administration > AR System Administration Console > System > General > Centralized Configuration

1.2.- Select com.bmc.arsys.smartit > *   from the "Component Name" menu field at the top of the form.

1.3.- Search for the parameter "templateSearchByAuthoringGroup".



***In this case the setting was configured so that Smart IT fetches templates matching Customer company and Incident Template company, NOT Authoring Groups.



2.- Verify the templates are "Enabled" and have a specific or "Global" company related to it.





3.- Open the “HPD:TemplateCompany_Join_Inner” form and do an unqualified search you should see the incident template records here. When the "templateSearchByAuthoringGroup" is set to "false", Smart IT will search on this form all the records matching:

('1000000580' = 1) AND (('1000000001' = "Customer_Company") OR ('1000000001' = "- Global -")) AND ('1000001437' LIKE "%Template Name%")

***In this case there were no records returned from the query, so Smart IT did not have any templates to display.





4.- “HPD:TemplateCompany_Join_Inner” form is a join of "HPD:Template" regular form and "HPD:TemplateCompany_Dist" view forms, verify each have records.

"HPD:Template" form had records




***In this case "HPD:TemplateCompany_Dist" had no records





5.- "HPD:TemplateCompany_Dist" is a view form that points to a DB view called "HPD_TemplateCmpDist", you can verify this by opening the former in Dev Studio and click on the "Define" tab then click on Other Definitions > View Information.






6.- Verify "HPD_TemplateCmpDist" DB view has records there. Login to the Remedy DB and run the following query:

SELECT *  FROM HPD_TemplateCmpDist

***In this case there was no records here which indicates problems with the view






7.- In the Remedy Db do right click on "HPD_TemplateCmpDist" view and select "Design" option





8.- The query to create the view should look like:



SELECT DISTINCT C1000000001 AS Company, C1000000204 AS Template_Id, C7 AS Request_Id
FROM            dbo.T2909

Where 2909 is the schema id for “HPD:TemplateSPGAssoc”  form. This ID is different in each environment, you need to check the schema id in yours.

***In this case the view query was wrong and it was pointing to a different table:

SELECT DISTINCT C1000000101 AS Form Name01, C230000009 AS Lookup Keyword, C1000000205 AS Request ID02, C301763400 AS Data_Set_ID01
FROM            dbo.T2910


8.1.- Replace this wrong query with the query from step 7 and save the changes by clicking on the "Save" icon.




NOTE:  To check the "HPD:TemplateSPGAssoc" form schema ID run the following query:

Select * FROM arschema WHERE name = 'HPD:TemplateSPGAssoc'

Validate that 2909 is related to “HPD:TemplateSPGAssoc” form





9.- Login to ITSM and go to Applications > Remedy Management Console > AR System Server Group Console > FTS Management

10.- Select the “Form Name” radio button and the “HPD:TemplateCompany_Join_Inner” form from the menu field, then click on “Reindex” button.

This process will re-index the records on that form making them searchable for Smart IT, it takes some time depending on the records you have in the form, click on the refresh button once in a while to check the re-index process status





11.- Log out and log back in to Smart IT and do a new test, now templates will be showed.



NOTE:  Searches on “HPD:TemplateCompany_Join_Inner”, "HPD:TemplateCompany_Dist" forms and "HPD_TemplateCmpDist" DB view will return records as well.