Troubleshooting operations with change requests

This topic describes the problems that you may encounter while creating change requests for operations and provides their resolution. 

• • Operation creation using an operation template fails for NSH jobs if the permitted values and default value fields are empty in the template
  • Change templates are 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

Operation creation using an operation template fails for NSH jobs if the permitted values and default value fields are empty in the template

When creating an operation using an operation template, the operation fails and the following error message is displayed: 

#.overridden_script_params.0.value: expected type: String, found: Null For more information refer swagger document.

This issue may occur when you are creating an operation for an NSH job, and Permitted Values or Default Value is not specified for the job in the template. As an operator, you may not have the permissions to make any changes to the template. Reach out to the administrator or the template owner for resolving this issue. 

As an administrator or a template owner, do these steps: 

1. Ensure that you have specified all valid values while creating the template. 
2. If the value for one or more NSH parameter is blank and non-editable for users in TrueSight Server Automation, then you need to update the job in TrueSight Server Automation.
3. Go to TrueSight Server Automation console, find the job, and select Editable for the relevant NSH parameters in the job.  
4. Go to Automation Console, edit the operation template, select the job again, specify the appropriate values, and save it. 

Users can now create the operation using this template successfully. 

Change templates are not displayed when configuring change approval for an operation

When adding an operation, 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-APIs.
• 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:

1. 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. 
2. 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.