Problem Statement : Impact Analysis Functionality not working as expected post 9.1 SP3 Environment STEPS TO REPRODUCE: 1. Login to Remedy and Open Create Change form. 2. Relate a CI to Change and fill all necessary details. 3. Run Impact Analysis and Click on Save After clicking Save, the timer Icon keeps spinning and nothing happens on console. However on checking arjavaplugin.log file we see below error. <PLUGINSVR> <TNAME: THREAD_CREATE_ASSOCIATIONS_CRQ000000000320> <ERROR> <? > < ?:? > /* Mon Oct 02 2017 04:05:53.321 */ --- >>>>>Failed to update impacted CI association status in CHG:ChangeInterface_Create <PLUGINSVR> <TNAME: THREAD_CREATE_ASSOCIATIONS_CRQ000000000320> <ERROR> <? > < ?:? > /* Mon Oct 02 2017 04:05:53.321 */ --- >>>>>Failed to set create association status as FailedProcessing <PLUGINSVR> <TNAME: THREAD_CREATE_ASSOCIATIONS_CRQ000000000320> <ERROR> <? > < ?:? > /* Mon Oct 02 2017 04:05:53.321 */ --- >>>>>null <PLUGINSVR> <TNAME: THREAD_CREATE_ASSOCIATIONS_CRQ000000000320> <ERROR> <? > < ?:? > /* Mon Oct 02 2017 04:05:53.321 */ --- >>>>>java.lang.NullPointerException at com.bmc.arsys.api.ProxyJRpc.ARSetEntry(ProxyJRpc.java:1173) at com.bmc.arsys.api.ARServerUser.setEntry(ARServerUser.java:4290) at com.bmc.remedy.itsm.chg.AssociationsRunnable.setAssocStatus(AssociationsRunnable.java:991) at com.bmc.remedy.itsm.chg.AssociationsRunnable.runCreateAssoc(AssociationsRunnable.java:514) at com.bmc.remedy.itsm.chg.AssociationsRunnable.run(AssociationsRunnable.java:93) at java.lang.Thread.run(Thread.java:745) |
The reported problem has been acknowledged as a Defect SW00536761 and is fixed from ITSM 9.1.04 version. Please contact customer support for certified hotfix. |