This documentation supports the 20.08 version of BMC Helix Multi-Cloud Service Management.

To view the documentation for the previous version, select 20.02 from the Product version menu.

Troubleshooting configuration issues for failed transactions

When tickets are brokered, multiple issues can cause a transaction to fail. The BMC Helix Multi-Cloud Service Management Error Management console provides a consolidated view of 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 failed transaction records 
  • An easy way to update the status of failed transactions
  • An easy way to view error information related to a failed transaction

Valid status transitions

The Error Management Console lists all the failed ticket brokering transactions. A transaction is marked as Failed after 5 unsuccessful attempts to create a brokered record. As a BMC Helix Multi-Cloud Service Management administrator, you can view the details of the failed transaction, review the error information, and perform the required tasks to fix the errors. After you fix the errors, update the status of the transaction to Retry.

Important

You can update the transaction status to Retry only for certain errors.


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:

EventTransaction statusNext step
Ticket is brokered successfully.Automatically changed to Fixed.You can manually update the transaction status to Closed.
Transaction fails after a retry.Automatically changed to Error.

If you want to complete the transaction, update the errored transaction status to one of the following values:

  • Retry—The next retry is attempted after a couple of minutes.
  • Closed—Transaction is completed. You cannot retry the transaction after it is moved to Closed.

To view and update failed transactions

  1. Log in to BMC Helix Platform as an administrator.
  2. Select Workspace > Applications.
  3. From the list of applications, click Multi-Cloud Service Management.
  4. To launch BMC Helix Platform, on the top-right corner of the page, click Visit Deployed Application.
  5.  In BMC Helix Platform, to open the error console, click Error Management .

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

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

    FieldDescription
    StatusShows the current status of the transaction.
    Ticket IDShows the ID of the Remedy 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 DateShows the date and time when the Remedy 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 Service Management related connection errors and BMC Helix Multi-Cloud Service Management 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 DateShows the date when the entry was created.
    Error Code

    Shows the BMC Helix Platform 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 Failed to Retry and you attempt to retry the transaction 5 times, the retry count is set to 0.

    Error Text

    Displays a link that shows the complete details of the error that is encountered during ticket brokering.
    BMC Helix Multi-Cloud Service Management related connection errors and BMC Helix Multi-Cloud Service Management 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 a Failed 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 a Failed transaction without attempting to retry it, update the status to Closed.

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

      Important

      For the integration-service-flow-run type of transactions, the following fields are displayed:

      • Status (in the read-only mode)
      • Error Text
  8. Save the record.
    The following image shows the Error Details page:

Related topics

Troubleshooting flow issues

Troubleshooting connector configuration issues

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