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Phased rollout

 

This documentation supports the 21.05 version of BMC Service Request Management. To view an earlier version, select the version from the Product version menu.

BMC Service Request Management 21.05 Troubleshooting

Troubleshooting processes related to a service

You can often troubleshoot a request from the Process View of the request details. For example, if there are problems with the data within the request (such as mapped operational categories that are not valid for a company), you can correct the data and continue to process the request. Certain kinds of errors, such as application configuration errors, cannot be resolved from the Process View.

Related topics

Troubleshooting

To troubleshoot processes related to a request

  1. In the Service Request Coordinator Console, click the SRs With Errors link. Alternatively, you can search for your request.
  2. Double-click the request or click Request Details.

  3. To see the process related to the request, in the Request Details dialog box, click Process View.
    You can see the underlying objects used when creating work orders, incidents, change requests, and so on.

    Important

    If the Event Error button is enabled, it indicates that there is a data error that you can troubleshoot from the Process View.

    If the Event Error button is disabled when an error occurs, it indicates that the error cannot be fixed from the Process View.

  4. To troubleshoot the request, in the The Process form, click Event Error.
  5. In the Fulfillment Application Instance Detail area, verify that the correct applications are instantiated.
    • If the event is successful, the Application Instance Details area shows the application that created the event, its request ID, and its current status.
    • If there is an error on the application instance, you can vie its details in the Event Error Details area of the Application Instances dialog box.
  6. If an event contains an error (shown in Event Error Details area), click View Events.
    The Event History form appears, showing the event history of the instance. If the event ran without errors, the entry is automatically deleted. As a result, you cannot view successful events in the Event History form.
  7. Debug the error with the fulfillment applications.
    Typically, you see problems with fulfillment applications if the AOTs, PDTs, or SRDs were not defined correctly.
    For example, if you create a global entitlement for an SRD that assumed specific company information, errors might appear when the application attempts to create an entry. Users might enter invalid location information, but the SRD requires input of a specific Region, Site Group, and Site. Using the Event History dialog box to troubleshoot this type of error is difficult due to poor definition of the catalog entry.
    Another example of poor definition of the catalog entry is adding questions that do not correctly create the fulfillment request. If you want a user to enter the urgency of a request, make sure you specify that the Urgency question is required and must be answered. If users ignore the question (because they thought it was optional) and submit the request, the fulfillment application generates an error.
  8. To restart the application instance command, click Retry.
  9. Close the Event History dialog box.
    When you have fixed the fulfillment application error, the application generates a request ID and automatically moves the application request into the In Progress state.
  10. Close the View History dialog box.
    The Request Details dialog box shows the fulfillment ID of the fulfillment application.
  11. Close the Request Details dialog box.
    The fulfillment application ID is generated correctly, and you can work on the request.
  12. After the problem is fixed, make sure that the fulfillment worker working on the request completes it in a timely manner.
    If necessary, you can track the request to make sure it is approved by the appropriate person.
  13. Track the request until its status is Completed.

Additional troubleshooting tips

Use the following troubleshooting tips to correct event errors that might appear in the Process View:

Issue symptomIssue scopeResolution
Cannot create entry (ARCreateEntry) — Required fields cannot be set to a NULL value

The fulfillment application cannot create an entry if the required fields do not contain valid data.

  1. Scroll through the Event Parameters list to find the field with the NULL value.
  2. Enter a valid parameter value in the Param Value field.
  3. Click Commit , and click Retry . The new parameter is processed.
  4. Close the Event History dialog box and the Application Instances dialog box.
  5. Refresh the request. The error code is no longer in the Event Status field.
  6. Open the View Process dialog box to see the request that was created.
Cannot create entry (ARCreateEntry) — Operational categorization information is invalid for the specified company.

The fulfillment application cannot create an entry if the categorization is incorrect.

  1. Scroll through the Event Parameters list to find the incorrect categorization values from the request. For example, the user entered TEL as the category.
  2. Remove the invalid parameter value in the Param Value field.
  3. Click Commit , and click Retry . The new parameter is processed.
  4. Close the Event History dialog box and the Application Instances dialog box.
  5. Refresh the request. The error code no longer appears in the Event Status field.
  6. Open the View Process dialog box to see the request that was created.
Cannot create entry (ARCreateEntry) — No application group could be found. Manually select a group from the menus. If no group with an individual in the functional role of application manager is defined, notify your System Administrator.The fulfillment application cannot create an entry because the assignment manager rules are not properly configured for the fulfillment application.
  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Foundation > Configure Assignment > Configure Assignment, and click Open.
  3. From the Configure Assignment form, make sure the Work Order Assignee and the Work Order Manager events appear in the Assignment Configuration window.
  4. Make sure that you have correctly configured the group assignments for the correct events, for example, the Work Order Assignee and the Work Order Manager events.
  5. Make sure the correct available applications are selected. For example, you cannot create a work order if Work Order Management is not selected.

    For information about configuring assignments, see the Configuring work order assignments.
Cannot create entry (ARCreateEntry) — You cannot submit or modify the incident status from incidentState> to New.The application cannot create the incident because the incident template is not correctly configured.
  1. Open the incident template.
  2. Make sure that the template is assigned to the correct support company, support organization, and assigned group.
  3. If the incident template is assigned to a specific assignee, clear the name from the Assignee field. Do not assign incident templates to a specific individual.
  4. Open the Request Details dialog box to view the underlying event error.
  5. When you view the event in the Event History, click Retry .

    When you return to the Request Details dialog box and view the Process View, you can see that the incident request was successfully created.
ARCreateEntry — Value does not fall within the limits specified for the field (Maximum length - fieldLength) : paramName
Note: Field length in the request is too long — fixing the configuration to stop the underlying problem.		The fulfillment application cannot create an entry because the data passed from a field in the request is longer than the maximum limit. The error in the Command Automation Interface (CAI) occurs because the field length in the request field (for example, 120 characters) exceeds the field length of the fulfillment application (for example, 100 characters).
  1. From the Custom Configuration tab, choose Service Request Management > Application Configuration > Define Application Target Data, and click Open .
  2. Configure the field length of the application target data to be less than or equal to the field length in the fulfillment application.

    You no longer see this problem when a request creates the entry. However, you will still see a TRUNCATE WARNING message in the Work Info History.
ARCreateEntry — Value does not fall within the limits specified for the field (Maximum length - fieldLength) : paramName
Note: Field length in the service request is too long — fixing the record		The fulfillment application cannot create an entry because the data passed from a field in the request is longer than the maximum limit.
  1. Scroll through the Event Parameters list to find the Param Name field with the incorrect value.
  2. Reduce the number of characters in the Param Value field to less than or equal to the maximum length, for example, 98 characters.
  3. Click Commit , and click Retry. The correct parameter is processed.
  4. Close the Event History dialog box and the Application Instances dialog box.
  5. Refresh the request. The error code no longer appears in the Event Status field.
  6. Open the View Process dialog box. You see that the request was created.
  7. Close the dialog box.
  8. Click the Work Info tab, and select All in the Show list.
    A general information TRUNCATE WARNING message appears in the Work Info History. This warning appears because the field length value in the request is not within the limits specified for the field and was truncated in the fulfillment application. Although the entry was successfully created, some data did not flow to the fulfillment application.
Unable to get the Request ID from <application>:<application> Interface. The entry you requested does not exist.

For example, with BMC Change Management, the following error appears: Unable to get the Request ID from CHG:Change Interface. The entry you requested does not exist.		When submitting a request with an attachment, you might see the error with the SRM_OUT_UPDATE_APP_REQUEST_WORKLOG event command (with incidents, change requests, and work orders).You can ignore this error message. The request is not affected. You can still complete the fulfillment application requests and the request.
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Last modified by Vrishali namdev Galinde on Jul 28, 2021
troubleshooting service process

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