When you create, export, or import any type of approval rule with a specific qualification, the qualifications in the approval rules are blank.

Workaround: After you import the rule, add the qualification and save the rule.

1. Update the JDK path.
   # JVM search paths
jvm.search.path.1=FILE_SYSTEM=C:/Program Files/Java/jre8
2. Change the JDK path to the local JDK folder.
   For example
   /usr/JAVA/jdk-11.0.1/
3. Change the relative path for the start level entries.
   JVM classpaths
jvm.classpath.1=./lib/start/startlevel1/*
jvm.classpath.2=./lib/start/startlevel3/*
jvm.classpath.3=./lib/start/startlevel7/*
4. Put double dots (..) before lib in classpath
   For example:
   jvm.classpath.1=../lib/start/startlevel1/*
jvm.classpath.2=../lib/start/startlevel3/*
jvm.classpath.3=../lib/start/startlevel7/*

Launch the produse.exeutility.
Perform the following steps to make the arconnectconfig.exe utility work:

1. Update the JDK path.
   # JVM search paths
jvm.search.path.1=FILE_SYSTEM=C:/Program Files/Java/jre8
2. Change the JDK path to the local JDK folder.
   For example
   /usr/JAVA/jdk-11.0.1/
3. Change the relative path for the start level entries.
   #JVM classpaths
jvm.classpath.1=./lib/start/startlevel1/*
jvm.classpath.2=./lib/start/startlevel3/*
jvm.classpath.3=./lib/start/startlevel7/*
jvm.classpath.4=./lib/embedded/*
4. Put double dots (..) before lib in classpath
   For example:
   jvm.classpath.1=../lib/start/startlevel1/*
jvm.classpath.2=../lib/start/startlevel3/*
jvm.classpath.3=../lib/start/startlevel7/*
jvm.classpath.4=../lib/embedded/*

In a server group environment, when the server points to a read-only database, the following error message is displayed in the arerror.log file:

Error in failover monitor ERROR(552):
Message not in catalog;Message number= 552; 
Failed to update database "ARSystem" because the  database is read-only.

Workaround: Perform the following steps:

1. Back up and restore the AR Server database.
2. Point the secondary server to the restored database.
3. Log in to the secondary server and delete entries of the primary server from the AR System Service Failover Ranking form.
4. Make the database read-only.
5. Start the AR System Server.

An email message is sent to all the users registered on the People form (users belonging to a particular group) under either of the following circumstances:

• A user on the People form has an email address such as "00000", group IDs, or some garbage characters, and an incident is created for this user.
• The user who is creating a ticket for a replaces the value in the Email address field with zeros (for example, 000000) or a group ID and submits the incident.

(Oracle database) When you expand a full-text search (FTS) and multiform search (MFS) enabled SQL menu field on a form, the following error is displayed:

The SQL database operation failed.
ORA-00907: missing right parenthesis(ARERR 552)

A null pointer exception is displayed when you try to archive custom forms.

This is observed when you use a filter to delete entries on a Primary form and the filter tries to delete the related entries.

When you use DSO transfer on the User form, login failure might occur if there is an update for more than one user records.

In this case, though the DSO transfer is successful, the user_cache data for the second user record is not updated.

An email is sent without an attachment if you perform the following steps:

1. Create a new request on a form
2. Add an attachment field.
3. Modify the request.
4. Set the status to Assigned and save the changes.

The following error message is displayed when you use an external web service that includes acustom soapHeader element:

This is an operation
implementation 
generated fault.

This happens because the filter web service mapping does not comply with WSDL for the custom SoapHeader element.

(UNIX) The following error message occurs when you try to run the produse.exeutility after deploying the package:

java.lang.NoClassDefFoundError

When you use Internet Explorer 11 and run Internet Explorer 10 in compatibility mode either by;

• setting the arsystem.emit_X_UA_compatible_mode configuration parameter in the Config.properties file to 10
• or by changing the browser mode settings to Tools > F12 Developers Tools: Emulation,

the entries in the drop-down list are not highlighted if you press any letter on the keyboard.

Workaround:

Perform the following steps:

1. Modify the 
   MenuElement.prototype
.HandleKeyEvent 
   method in the clientcore.js file located in the <midtier install directory>\resources\ie\javascript_ie11folder. 
2. Replace the following code block,

   if(edata.mEventObject.key != "undefined"){asciikey = edtata.mEventObject.key.charCodeAt(0);}

   With

   if(edata.key != "undefined"){asciiKey =edata.key;}

3. Delete the browser history and reload the form.

Apache Tomcat version is disclosed in the application web server's HTTP response. This information can help an attacker gain a greater understanding of the systems in use and potentially develop further attacks targeted at the specific version of Apache.

Workaround: Add server attribute to the Server.xml file. Refer to the following example:

URIEncoding="UTF-8"
connectionTimeout="20000"
disableUploadTimeout="true"
enableLookups="false"
maxHttpHeaderSize="8192"
maxKeepAliveRequests="-1"
maxThreads="300"
minSpareThreads="50"
redirectPort="8443"
server="Apache Tomcat" />

On the AR System Deployment Management console, when you click Manage Package > Create, all fields are read-only and you cannot create a package.

Workaround:

1. Log in to mid tier.
2. Click Cache Settings.
3. Click the Flush Cache button.

In the AR System Report console, the following error occurs if you create a web report that contains double quotation marks (" ") in the report name:

ARERR [9246] Cannot find report.

Workaround: Do not use double quotation marks (" ") in the report name.

A Mid Tier session is not timed out and the floating license is not released.
This is occurs when the  arsystem.exclude_table_autorefresh_
for_sessiontimeout property in the config.properties file is set to True.

The Table field with an external qualification keeps the session alive when you perform a refresh.

19.02.01
19.02
18.08

When you create a character field on a form and set an attribute property to $LOWER$,the value does not fall within the limits specified for the field and the following error occurs:

(Field ID - , Pattern -$LOWER$)  (ARERR 306).d

Workaround:

Perform the following steps:

1. Open the AR System Email Messages form.
2. Click Search > Advanced Search.
3. Use the qualification: ‘To’ LIKE “<email_address@email_domain.com>”
4. Click Search.

The correct search results are displayed.

19.02.01
19.02
18.08

Inline images in an email are not visible if you send an email using the email template that uses an attachment that has a name different than the name of the image file attachment.

Workaround: Ensure that the attachment name and image name are the same for inline images.

Java Null Pointer exception occurs when you deploy a Remedy Application package and at the same time try to import another Remedy Application package.

Workaround:

Complete the deployment of one Remedy Application package at a time and then import the other Remedy Application package.

When upgrading Remedy AR System on the primary server to version 19.02,
the following error is logged in the installation log file:

SEVERE,com.bmc.install.product.
arsuitekit.platforms.arsystemservers.arserver.
ARServerDatabaseInformationValidationTask,
THROWABLE EVENT
{Description=[Failed to get AR Server version]},

Workaround:

• If the upgrade is successful, ignore the error.
• If the upgrade fails and rollback is triggered; you must revert the version number in the SHARE:Application_Properties form.

  Perform the following steps:

1. 1. Open the SHARE:Application_Properties form.
   2. From the Property Name dropdown list, select Version and click Search.
   3. In the All Application Properties tab, double-click the Version option.
   4. In the Property Value field, change the version number to your prior AR version number. 
      For example, if you are upgrading from version 18.05 to 19.02, change the version number to 9.1.05.
   5. Click Save

You cannot import a package to apply a patch on your system if you have Encryption Security installed.

Workaround:

• Make sure you import or deploy a package before installing Encryption Security.
• If your base system has Encryption Security installed, uninstall the Encryption Security before importing or deploying a package. 
  You can reinstall the Encryption Security after deploying a package.

After performing the following steps, if you try to connect to the encrypted server by using a non-encrypted client, the encryption is not applied and an un-encrypted client can connect with an encrypted server:

• Use Java 11 to install or upgrade to Remedy AR System 19.02 
• After completing the installation or upgrade you install FIPS enabled Premium Encryption

if you try to connect to the encrypted server by using a non-encrypted client, the encryption is not applied and an un-encrypted client can connect with an encrypted server.

Workaround: Use any version except Java 11. You can use Java 8.

When you upgrade Mid Tier to version 19.02 and export a web report either to docx or pptx format, the report is exported, however, the type is shown as File only. It does not show if it is a Microsoft Word file or a Microsoft PowerPoint file.

Workaround: Rename the file and include .docx or .pptx.

If you integrate Remedy SSO with Mid Tier and then upgrade Mid Tier to the latest version, the web.xmlfile that contains the Remedy SSO filter information is overwritten and the integration stops with an error message.

Workaround:

To restore the integration, manually remove the <RemedySSO (integration) installation> directory that contains the InstalledConfiguration.xml file and perform the integration steps again.