Troubleshooting exceptions
This topic describes the issues that may occur while working with exceptions.
Unresponsive exceptions
Issue symptoms and scope
Exceptions created for vulnerabilities may be unresponsive if the following issues are observed on the UI:
- On the start date of an exception the status is still shown as ENABLED and not ACTIVE.
- After the end date of the exception, the exception status is still ACTIVE and not EXPIRED.
- The in-progress states (Active-In-Progress, Expire-In-Progress, Disable-In-Progress, Delete-In-Progress) are unchanged for a long time.
This can happen because the exception task has hung (reason could be resource crunch). In such a scenario you will need to cancel the activity using REST APIs. This will re-trigger the exception evaluation process.
This can happen , there may be a problem in the scheduler service and you may need to cancel the activity using REST APIs.
Resolution
To cancel the current activity, use the following API call:PUT/api/v1/activities/cancelThe input parameter for this API is exception ID. Note that if an exception is not expired, using this workaround triggers the exception again.
For details, see Using-REST-API.
No change in exception status
Issue symptoms and scope
If you create an exception and on the start or end date the exception status is not changed to ACTIVE or EXPIRED respectively, you may need to forcefully trigger the transition.
This issue might occur due to some problems in the scheduler service.
Resolution
Typically, this issue might get resolved when the next time the scheduler service runs (12 AM UTC).
However, if you want to forcefully perform a synchronization, use the following REST API call:
- TrueSight Automation Console (on-premises): POST/api/v1/exceptions/sync
BMC Helix Automation Console (SaaS):
POST
/automation-console/api/v1/exceptions/sync
After the API is successful, the exception status changes to ACTIVE.