Smart IT: Unable to access either 'Asset View - Type Specific Area' in Screen Configuration (or Computer System CIs).

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Smart IT: Unable to access either 'Asset View - Type Specific Area' in Screen Configuration (or Computer System CIs).
Spinning wheel on Screen Configuration for Asset View
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Customer is unable to access the 'Type Specific Area' in the 'Asset View' of Smart IT's Screen Configuration, when trying to access this, depending on the browser version the expected blade either won't display or not fully load
 
User-added image
Also not able to open any Computer System CIs in Smart IT - the user would receive a long running script error.
Corruption in "SmartIT_Business.CUSTOMIZATION_CELL_EXTENSION" table
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.
 

When reviewing the meta data, it was found that lot many records had been created in the "SmartIT_Business.CUSTOMIZATION_CELL_EXTENSION" table, mostly duplicates, which caused the performance issue.

The recommendation is to remove the Asset specific screen configuration and re-apply this afterwards. & make sure to take a back-up (to .arx) of the records in the involved AR form as well as the Smart IT database before implementing these steps:

  1. Delete all records from the AR form:

           Prior to Smart IT 2.0 form is "MyIT Administration: Asset Customized Data Source Attributes"
           Smart IT 18.05 onwards form is "SMT:Administration: Asset Customized Data Source Attributes"

      2. Delete all data from the 'SmartIT_Business.CUSTOMIZATION_CELL_EXTENSION' table

DELETE FROM SmartIT_Business.CUSTOMIZATION_CELL_EXTENSION

  1. Delete all data from the 'SmartIT_Business.CUSTOMIZATION_AREA_CELL' table where the 'AREA_PK' is set to 27 or 28 (note: 27 and 28 were the 'PK' values of the records in the 'SmartIT_Business.CUSTOMIZATION_AREA' table on the customer's system where the ID was either 'assetScreen.generic' or 'assetScreen.typeSpecific')

DELETE FROM SmartIT_Business.CUSTOMIZATION_AREA_CELL WHERE AREA_PK=27 OR AREA_PK=28

  1. Restart the Smart IT Tomcat service

    If above steps don't resolve the issue you can find rare use cases where deleting the field from the SMT form will cause a generic error in the Smart IT UC UI. If this happens deleting all the data from DB and SMT forms followed with removing all the fields from screen configuration will work to resolve this issue.
Remedy with Smart IT
Remedy with Smart IT
All Smart IT version
Remedy with Smart IT
Remedy with Smart IT
All Smart IT version
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