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.
To troubleshoot processes related to a request
- In the Service Request Coordinator Console, click the SRs With Errors link. Alternatively, you can search for your request.
- Double-click the request or click Request Details.
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.
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.
- To troubleshoot the request, in the The Process form, click Event Error.
- 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.
- 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.
- 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.
- To restart the application instance command, click Retry.
- 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.
- Close the View History dialog box.
The Request Details dialog box shows the fulfillment ID of the fulfillment application.
- Close the Request Details dialog box.
The fulfillment application ID is generated correctly, and you can work on the request.
- 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.
- 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 symptom||Issue scope||Resolution|
The fulfillment application cannot create an entry if the required fields do not contain valid data.
The fulfillment application cannot create an entry if the categorization is incorrect.
|The fulfillment application cannot create an entry because the assignment manager rules are not properly configured for the fulfillment application.|
|The application cannot create the incident because the incident template is not correctly configured.|
|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).|
|The fulfillment application cannot create an entry because the data passed from a field in the request is longer than the maximum limit.|
For example, with BMC Change Management, the following error appears:
|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.|