This documentation supports the 18.08 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Troubleshooting BMC Helix Cognitive Automation

When you encounter any challenges while configuring, generating training datasets, or using BMC Cognitive Service Management, you can use the information provided in this topic for troubleshooting issues.

Issues with configuring the cognitive service

Issue symptom

You get an error message that the URL, username, or password provided to configure BMC Helix Cognitive Automation is incorrect.

Issue scope

This happens while you configure the cognitive service.

Issue resolution

You must re-enter the correct URL and credentials. Alternatively, you can analyze the error details in the arextension.log file in ARSysteminstalldirectory\Arserver\Db and contact BMC Customer Support. Also, ensure that you have the Cognitive Service Config permission. For information about this permission, see BMC Cognitive Service Management permission.

Issues with generating training data

Issue symptom

The status of the training data record is set to FAILED and an error message is displayed as shown in the following image:

Cognitive Data Setup form


The error message clearly explains the reason for failure of the training data. The details of the error are logged in the arextension.log file in ARSysteminstalldirectory\Arserver\Db. You must analyze the error description and perform a corrective action based on the error type.

Deactivating a previously trained dataset

Issue symptom

In a certain situation, a specific training dataset is obsolete and you don't want to use that trained dataset.


You can deactivate the option for that trained dataset. For this, you must perform the following steps:

  1. Navigate to Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration.
  2. On the Cognitive Data Setup form, select Cognitive Data Type.
  3. Select the training data set that you want to deactivate.
  4. Change the Status to Inactive.

Additionally, if you want to delete the trained data for Application Templates, the option to delete the data set is disabled. To delete the trained data set, open the data set using Data Set ID on the form AR System Administration:Cognitive Service Training Data Set Pending.

Related topics

Training data for BMC Helix Cognitive Automation

Generating training data for BMC Helix Cognitive Automation

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