Troubleshooting operations with change requests
This topic describes the problems that you may encounter while creating change requests for vulnerability operations and provides their resolution.
- Change templates not displayed when configuring change approval for an operation
- Operation is configured to create a change request, however, change is not created in BMC Remedy IT Service Management
- Change request is created in BMC Remedy ITSM, however, the request ID and status is not displayed on the Operations page
Change templates not displayed when configuring change approval for an operation
When adding an operation for remediating vulnerabilities, if you are on the Change Approval Management page, the templates are not displayed in the Change Template Names list.
To troubleshoot, administrators must verify the logs for the following services:
- Policy Service
- ITIL Service
- TrueSight Orchestration connector
If any of these messages appear in the ITIL Service log file, it indicates that the TrueSight Orchestration connector is not configured or is configured incorrectly.
- ConfigMgmtService::Submitting get config request to workmanager
- ConfigMgmtService::Got response of Get ITSM config
- ConfigMgmtService:: Error message returned for Get ITSM config call
- {statusCode : 500, errorCode : 2220, message : "Error while getting ITSM configuration data."}
Resolution
To resolve this issue, administrators must configure the TrueSight Orchestration connector. For details, see Configuring-the-TrueSight-Orchestration-connector.
Operation is configured to create a change request, however, change is not created in BMC Remedy IT Service Management
If you have selected the Create Change Ticket option while creating an operation, and provided all the required details, a change request must be created in BMC Remedy ITSM.
If a change request is not created, administrators must verify the logs for the following services:
- Policy Service
- ITIL Service
- TrueSight Orchestration connector
If any of these error messages appear in the ITIL Service log file, it indicates that there are problems in the internal services communication:
- ChangeMgmtService::Submitting Create change request to workmanager
- ChangeMgmtService::Got response of Create change ticket
- ChangeMgmtService:: Error message returned while creating change ticket
- {statusCode : 500, errorCode : 2300, message : "Error while creating ITSM change ticket."}
Resolution
To resolve this issue, administrators must do these:
- Verify whether the connector is configured with correct TrueSight Orchestration credentials using the GET /api/v1/connectors REST API.
See Using-REST-API. - Verify whether change automation is enabled correctly.
See Enabling-change-automation. - Verify whether the permissions are appropriately configured in Automation Console.
See .User roles and permissions.
Change request is created in BMC Remedy ITSM, however, the request ID and status is not displayed on the Operations page
While creating a vulnerability operation, change request is created and approved in BMC Remedy ITSM, but the status is not updated in Automation Console.
If a change request status is not updated, administrators must verify the logs for the following services:
- Policy Service
- ITIL Service
- TrueSight Orchestration connector
- Data Refresh Worker
If any of these error messages appear in the ITIL Service log file, it indicates that the data refresh cycle is not run and the status is not yet updated.
- Requested changeIds
- Error while reading ids
- ChangeMgmtService::Got response of GET_CHANGE_STATUS_CI
- ChangeMgmtService:: Error message returned while Get Change Ticket status
- {statusCode : 500, errorCode : 2400, message : "Error while getting change ticket status from ITSM."}
Resolution
To resolve this issue, administrators must do these:
- On Automation Console, go to Administration > Service Account page and verify the duration specified for a data refresh cycle.
By default, the time interval is 60 minutes. - If the change request status is not updated after the data refresh time interval has passed, verify the drw.log file to see if the connection with ITIL service is established correctly.