This documentation supports the 21.3 version of BMC Helix ITSM: Smart IT.

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 Helix Cognitive Automation permissions Open link .

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 Open link  and  Generating training data for BMC Cognitive Helix Automation Open link .

If you still encounter challenges when you use BMC Helix Cognitive Automation, this topic provides information about troubleshooting issues while you are using the cognitive service and generating training data.

Issues with configuring the cognitive service

Issue symptom

An error message is displayed that the URL, username, or password that is provided to configure BMC Helix Cognitive Automation is incorrect.

Issue scope

When you configure the cognitive service.

Resolution

You must enter the correct URL and credentials. Alternatively, you can analyze the error details in the arextension.log file located in the ARSysteminstalldirectory\Arserver\Db directory and contact BMC Support.

Issues with generating training data

Issue symptom

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

Issue scope

When you generate the training data.

Resolution

The details of the error are logged in the arextension.log file located in the ARSysteminstalldirectory\Arserver\Db directory and contact BMC Support.

Issues with generating training data

You must analyze the error description and perform a corrective action based on the error type.

Deactivating a previously trained data set

Issue scope

When you use a trained data set that is obsolete.

Resolution

Perform the following steps to deactivate the trained data set:

  1. Select 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, on the AR System Administration:Cognitive Service Training Data Set Pending form, search the data set by entering the Data Set ID. In the search window, select the data set, and click Delete.

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