This documentation supports the 20.02 version of Remedy IT Service Management Suite.

To view an earlier version, select the version from the Product version menu.

Troubleshooting BMC Helix Cognitive Automation

Before using BMC Helix Cognitive Automation, ensure that you have the Cognitive Service Config permission. For information about this permission, see BMC Cognitive Service Management permission. Understand the types of training data and the guidelines to follow while generating the data. For more information, see Training data for BMC Helix Cognitive Automation and Generating training data for BMC Cognitive Helix Automation. If you still encounter any challenges using BMC Cognitive Service Management, this topic helps you provide information about troubleshooting such issues while using cognitive service and generating training data.

Issues with configuring the cognitive service

Issue symptom

While you configure the cognitive service, it shows an error message that the URL, username, or password provided to configure BMC Helix Cognitive Automation is incorrect.


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.

Issues with generating training data

Issue symptom

The system encounters any error while generating training data and 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 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In a certain situation, a specific training dataset is obsolete and you don't want to use that trained dataset.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.

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