Troubleshooting the CI Relationship Viewer

Troubleshooting the CI Relationship Viewer

See Page 20 (Windows) or page 36 (UNIX) of the CMDB 2.0 Installation Guide for installation steps on the Mid-Tier Server. If you still have problems, check the following.

* Ensure a form named Data Visualization Module is present on the AR Server. If it is not, import
the form definition from the DataVisForms.def definition file located in the ..\AR System\AR Server\Samples\en
directory.

* Ensure that there is an entry in the Data Visualization Module form for the CI Relationship Viewer and that the
civiewer.jar is present in the Module Code* attachment field. If the entry is not present, it can be reimported from the
DataVisualizationModule.arx file located in the ..\AR System Applications\<server>\Remedy CMDB\workflow directory. If the
entry is there, but the attachment for the civiewer.jar is missing, the jar file can be reattached from the
..\AR System Applications\<server>\Remedy CMDB\workflow\DataVisualizationModule directory

* Ensure that there is a Mid-tier installed and that it is running and functioning correctly. This can be accomplished
by attempting to navigate to and log into the Mid-Tier configuration tool.

* Ensure that the AR Server is listed in the Mid-Tier configuration tool's AR Server Settings

* Ensure that the default web path in the BMC Remedy Administrator tool is set and is pointing to the proper Mid-Tier

* For errors similar to:
Error. The server encountered an unexpected condition which prevented it from fulfilling the request.
java.lang.UnsatisfiedLinkError: no cmdbjni20 in java.library.path at
java.lang.ClassLoader.loadLibrary(ClassLoader.java:1517) at
java.lang.Runtime.loadLibrary0(Runtime.java:788) at
java.lang.System.loadLibrary(System.java:834) at
com.remedy.cmdb.api.CMDBProxy.(Unknown Source) at
com.remedy.cmdb.api.CMDBProxyPool.get(Unknown Source) at
com.remedy.cmdb.api.CMDBProxyManager.getProxy(Unknown Source) at com.remedy.cmdb.api.CMDBUtil.CMDBGetCMDBUIComponents(Unknown
Source) at com.remedy.cmdb.viewer.ViewManager.loadUIComponents(Unknown Source)
at com.remedy.cmdb.viewer.CiViewerMain.processRequest(Unknown Source) at
com.remedy.arsys.plugincontainer.impl.PluginServlet.postPluginInfo(Unknown
Source) at
com.remedy.arsys.plugincontainer.impl.PluginContainer.doRequest(Unknown Source)
at com.remedy.arsys.stubs.GoatHttpServlet.postInternal(Unknown Source) at
com.remedy.arsys.stubs.GoatHttpServlet.doPost(Unknown Source) at javax.servlet.http.HttpServlet.service(HttpServlet.java:763)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:856) at
com.newatlanta.servletexec.SERequestDispatcher.forwardServlet(SERequestDispatcher.java:638)
at com.newatlanta.servletexec.SERequestDispatcher.forward(SERequestDispatcher.java:236)
at
com.newatlanta.servletexec.SERequestDispatcher.internalForward(SERequestDispatcher.java:283)
at
com.newatlanta.servletexec.ApplicationInfo.processApplRequest(ApplicationInfo.java:1846)
at com.newatlanta.servletexec.ServerHostInfo.processApplRequest(ServerHostInfo.java:937)
at com.newatlanta.servletexec.ServletExec.ProcessRequest(ServletExec.java:1091)
at com.newatlanta.servletexec.ServletExec.ProcessRequest(ServletExec.java:1002)

Check your Mid-Tier's WEB-INF\lib directory, especially if the Mid-Tier is located on a separate machine than the CMDB installation. The
CI Viewer requires .dll and .jar files located in the ..\AR System Applications\<server>\Remedy CMDB\bin directory. Copy these files into
the Mid-Tier's WEB-INF\lib directory if they are not present. This step is optional in CMDB 2.1 or later.

CIRV for CMDB 2.1 must NOT place CIViewer.jar in the Mid Tier WEB-INF\lib folder. If you do this you will get a class loader error on ILOG jview jar files.

If you run Mid Tier on the same OS image as AR System, it must be at the same version as AR System. When Mid Tier 7.1 is on the same OS as ARS 7.0.1, an error can be encountered with CI Viewer indicating “Root CI Instance not found”. Mid Tier 7.1 is compatible with ARS 7.0, but they must be on separate machines (due to libraries being fetched from the system path.) This same error “Root CI Instance not found” can come from other errors such as a configuration error that causes Mid Tier to point to a different AR System than the BMC Remedy User tool.