Troubleshooting configuration issues for failed transactions

When tickets are brokered, multiple issues can cause a transaction to fail. The BMC Helix Multi-Cloud Broker Error Management console provides a consolidated view of the errored or failed brokering transactions, and enables you to view the errors related to the transactions. You can review these errors, take the necessary actions to fix them, and then either re-run the transaction or mark it as completed.

The Error Management console provides the following advantages:

• A single point to access errored or failed transaction records 
• An easy way to update the status of errored or failed transactions
• An easy way to view error information related to an errored or a failed transaction

Valid status transitions

The Error Management Console lists all the errored and failed ticket brokering transactions. The system retries an errored transaction with the Error status for 5 times. The retry happens every 1 hour. If you do not manually retry the errored transaction, after the last attempt, the transaction is marked as Failed. As a BMC Helix Multi-Cloud Broker administrator, you can view the details of the errored transaction, review the error information, and perform the required tasks to fix the errors. After you fix the errors, update the status of the errored transaction record to Retry.

The following table lists the valid status transitions for a transaction after a retry, and the steps that you can take to complete the transaction:

To view or retry errored transactions

1. Log in to BMC Helix Innovation Studio as an administrator.
2. Select Workspace > Applications.
3. From the list of applications, click Multi-Cloud Broker.
4. To launch BMC Helix Innovation Suite, on the top-right corner of the page, click Visit Deployed Application.

5.  In BMC Helix Innovation Suite, to open the error console, click Error Management .

   The error console lists all the transactions that failed, along with their current status. 

6. Click an errored transaction record to view its details.
   The following table describes the details that are displayed for a failed transaction:

   Field	Description
   Status	Shows one of the following values as the current status of the transaction: Error Failed
   Ticket ID	Shows the ID of the BMC Helix ITSM ticket for which the transaction failed.
   Type	Shows when the error has occured. For example, an error has occurred while creating an incident.
   Error Step	Shows where the error has actually occurred. For example, an error has occurred during vendor configuration.
   Created Date and Modified Date	Shows the date and time when the BMC Helix ITSM ticket was created and last modified.
   Error Text	Displays details of the error encountered when attempting to broker the ticket. BMC Helix Multi-Cloud Broker related connection errors and BMC Helix Multi-Cloud Broker Issues are displayed.
   Context	Provides more information about the error. For example, if an error occurs in a flow, the Context field displays information about the flow such as description, summary, vendor, vendor ticket id, and urgency.
   Error History section
   Created Date	Shows the date when the entry was created.
   Error Code	Shows the BMC Helix Innovation Suite error code that is associated with the error.
   Retry Count	Shows the number of times the system attempted to complete the transaction. After a record status is changed from Error to Retry and you attempt to retry the transaction 5 times, the retry count is set to 5. Important: After every retry attempt, the retry count is incremented by 1. After the last attempt, if the error is not resolved, the transaction status is set to Failed and the system cannot retry the transaction again.
   Error Text	Displays a link that shows the complete details of the error that is encountered during ticket brokering. BMC Helix Multi-Cloud Broker related connection errors and BMC Helix Multi-Cloud Broker Issues are displayed.
   GUID	Displays the unique identifier for the error.

   Important

   Consider the following information for the integration-service-flow-run type of transactions:

   • The Status field is displayed in the read-only mode.
   • The Error Text field is displayed.

7. On the transaction record, you can perform one of the following actions:

   • To retry an errored transaction, review the error text and take appropriate action to fix the error. Then, update the status of the transaction to Retry. 

     Important

     For some errors, the Retry option does not work and after 2-5 minutes, the transaction status remains Retry. You need to broker such transactions (tickets) again after you fix the error.

     • When the retry attempt is successful, the status is automatically updated to Fixed.

     • When the retry attempt fails, the status is automatically updated to Error.

   • To close an Error or Fixed transaction, update the status to Closed. 

8. Save the record.
   The following image shows the Error Details page:
   

Related topics

Troubleshooting flow issues

Troubleshooting connector configuration issues