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 security incident issues

When you create security incidents, you might face certain issues, if the required options are not configured.

SymptomsScopeResolution for security incident issues

The following error message is displayed:

ARException: ERROR (44699):; No groups were found using automated routing. You need to manually select a group.

While creating a security incident through the Ticket Console, you have not configured or enabled the auto assignment functionality.

Configure the auto assignment functionality in BMC Helix ITSM.

For more information, see Configuring automatic ticket assignments.

The My Security Incidents predefined filter or the Security Tickets filter is not displayed in the Ticket Console.While filtering incidents.

Add and enable the showSecurityIncidents ccs parameter.

For more information, see Setting configuration parameters for Smart IT.

The following options do not display matching categories:

  • Operational Category
  • Product Category
  • Resolution Category
  • Resolution Product Category

You perform the following steps:

  1. Upgrade to version 20.02.
  2. From the Ticket Console, create a security incident by selecting the Security Incident option from Incident Type.

Modify the required category on the Standard Configuration tab in the Application Administration Console in BMC Helix ITSM.

For more information, see the following topics:

  • Setting up and modifying Foundation data by using Application Administration Console Open link
  • Configuring product catalog information Open link Configuring generic catalog information Open link
  • Configuring operational catalogs Open link

Related topics

Configuring settings for managing security incidents

Managing and tracking security incidents

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