Troubleshooting errors

The troubleshooting information for BMC Helix Business Workflows is categorized based on the types of errors, and is provided with detailed description and troubleshooting steps.

Errors displayed on screen

The following table lists the errors that might occur while you work in BMC Helix Business Workflows:

Error

Possible causes

Troubleshooting

When an administrator user with a fixed license tries to access BMC Helix Business Workflows, the following error is displayed:

ERROR (9867): Admin user not able to get license for Helix Platform User Named

2102AdminUserLicenseError.png

The administrator user does not have the Helix Platform Named User license.

Assign an IS Persona to the administrator user to assign the Helix Platform Named User license so that the administrator user can access BMC Helix Business Workflows. Learn how to assign an IS Persona in Assigning IS Personas to People data.

When an agent tries to create a case without manually selecting an assignee, the following error is displayed:
ERROR (222003): No support groups found. Please manually select a support group and contact your Administrator to create a case assignment mapping.

Case_auto_assignemnt_error.png

  • Assignment mapping rules are not configured.
  • No matching assignment mapping rule is found.
  • The default assignment mapping rule is not configured.

Perform one of the following steps:

  • As an agent, while creating a case, manually select an assignee.
  • As a case business analyst, click My Application Settings Gear icon.PNG. Navigate to Case Management > Assignments and verify if at least one default assignment rule is configured for the company.
  • If there are no assignment rules, configure the appropriate rules.
    For more information, see Automating-case-assignments.

When a case status is updated, the following error is displayed: 
[ERROR (18400): Message not found, [bundleId = com.bmc.dsm.notification-lib, messageNum = 18400]; No Recipients have mentioned]

Notification_error.png


  • The custom notification configuration in the process is incorrect.
  • Issues in setting Input Map parameters such as Template, Record Definition Name, and Record Instance ID.

As a case business analyst, perform the following steps:

  1. Log in to BMC Helix Business Workflows.
  2. Click My Application Settings Gear icon.PNG.
  3. Navigate to Manage Flowsets > Define Flowsets and identify the process that is registered for sending notifications.
    For example, Status Change Notification process that is registered to send notifications for Human Resources flowset.
    HR_Flowset_configuration.png

  4. Perform the following steps:

    1. Log in to BMC Helix Innovation Studio
    2. On Workspace, click Case Management Service.
    3. On the Case Management Service page, click Processes. 
    4. From the process list displayed, click Status Change Notification process definition.
    5. On the canvas, click the Send Notification element. 
      New Status Change Notification.png
    1. In the Properties panel, in the Input Map area, edit the To field. The Edit Expression dialog box appears.
    2. Remove the extra spaces in the expression. Use the following syntax:
      personGuid:" + Assignee GUID

    Expression for TO.png

When trying to approve a knowledge article in review, the following error is displayed:

Next Review Date should be future Date

Configuration of the next review date is incorrect.

To verify and update the next review date:

  1. As a case business analyst, log in to BMC Helix Business Workflows.
  2. Click Line of Business > Manage Line of Business.
  3. On the Application Configurations tab, click NEXT_REVIEW_PERIOD.
  4. Verify that the Configuration Value is set to a positive integer number. Out of the box this value is set to 31536000 seconds which is 1 year.

When a document manager tries to update or delete the documents in the document library, the following error messages are displayed:

Published documents cannot be modified.

Published documents cannot be deleted.


The document is in the Published status.

As a document manager, perform the following steps to change the document status to Draft:

  1. Log in to BMC Helix Business Workflows.
  2. Click My Application Settings Gear icon.PNG.
  3. Expand Document Management.
  4. In Library, open the required document.
  5. On the Edit Document screen, change the status to Draft.

For more information about document library, see Adding-documents-to-Document-Library.

When a user tries to update or delete documents in a document library, the following error message are displayed: 

You do not have permissions to change the status of the document.

You do not have permissions to delete the document.

The user has only read access to the document.

The user must belong to the owner group having write access to the document.

When a case business analyst tries to add dynamic fields to a case or task template or a case agent tries to add responses to the dynamic fields while creating a case, the following error messages are displayed:

ERROR (306): Value does not fall within the limits specified for the field

(Field ID - com.bmc.dsm.case-lib:Case <450000163>, Maximum length - 8112)

The maximum cumulative size limit defined for the dynamic fields per template is exceeded.

As a case business analyst, reduce the number of dynamic fields added for the case or task template or reduce the length of dynamic field description.

As a case agent, reduce the length of responses to the dynamic fields.

When a case agent tries to update multiple dynamic fields at a time, the following error message is displayed:

ERROR (306): Value does not fall within the limits specified for the field 

(Field ID - com.bmc.dsm.case-lib:Case Audit <450000162>, Maximum length - 4096)

The maximum cumulative size limit defined for the dynamic fields per template is exceeded.

As a case agent, do not update multiple dynamic fields at a time. For this, perform the following actions:

  1. Log in to BMC Helix Business Workflows.
  2. On the Cases workspace, select the required case from the list.
  3. On the case details page, click Edit.
  4. From the list of dynamic fields, update some dynamic fields and click Save.
  5. Perform this action again to update some more dynamic fields.

When a tenant administrator, creates a custom email process in an email configuration, any of the following warning message is displayed:

  • WARNING (471): Field Id given by the user is not within the specified range. Process Variable: Sender Email ID
  • WARNING (471): Field Id given by the user is not within the specified range. Process Variable: Operation Type
  • WARNING (471): Field Id given by the user is not within the specified range. Process Variable: Email Plain Text Body
  • WARNING (471): Field Id given by the user is not within the specified range. Process Variable: Assigned Group
  • WARNING (471): Field Id given by the user is not within the specified range. Process Variable: Record Definition name
  • WARNING (471): Field Id given by the user is not within the specified range. Process Variable: Email Subject
  • WARNING (471): Field Id given by the user is not within the specified range. Process Variable: Is External User
  • WARNING (471): Field Id given by the user is not within the specified range. Process Variable: Acknowledgement

A tenant administrator opens an email configuration from the Administrator tab in BMC Helix Innovation Studio.

You can ignore the warning message or open the email configuration from the Settings page in BMC Helix Business Workflows.

Configuration errors

The following table lists the errors that might occur because of incorrect configurations in BMC Helix Business Workflows:

Error

Possible causes

Troubleshooting

In Quick Case, if a case agent searches for a case template, no templates are displayed in the search results.

The case template that the agent searches for is in an Inactive status.
For example, a case agent might search for a template Kitchen issues to create a case, however the template might be inactive.

Perform one of the following steps:

  • As a case agent, perform the following steps:

    1. Log in to BMC Helix Business Workflows.
    2. Click My Application Settings Gear icon.PNG.
    3. Navigate to Case Management > Templates and open the required case template.
    4. Change the case template status to Active.
      For example, verify the status of the Kitchen Issues template.

When a case status is changed from New to Assigned, an approval process is not initiated for that case.

  • Incorrect approval mapping configuration.
  • The created case does not match an approval or a status trigger.
  • During approval mapping configuration, approvers are not defined.

As a case business analyst, perform the following steps:

  1. Log in to BMC Helix Business Workflows.
    1. Click My Application Settings Gear icon.PNG.
    2. Navigate to Case Management > Approval Mappings.
    3. Verify all the listed approval mappings and ensure that the Category Tiers, Priority and Status Trigger field values match any of the criteria defined in the created case.
      Approval Mapping Configuration.png
  2. Log in to BMC Helix Innovation Studio.
    1. Navigate to Administration > Approvals > Wait For Approval Definition and open the appropriate Wait For Approval Definition.
    2. Ensure that appropriate approvers are mapped.Wait for Approval Definition.png

When a case is assigned to an agent, the agent does not receive an email notification.

  • Incorrect or missing outgoing email configuration.
  • Incorrect or missing email id of the agent.
  • The Default Notify Mechanism is not set to Email for the agent.

As an administrator, perform the following steps:

  1. Log in to BMC Helix Innovation Studio.

  2. To verify the outgoing mailbox configuration, perform the following steps:

    1. Navigate to Administration > Configure MyServer > Email > Outgoing Mailbox.
    2. On the Outgoing Mailbox Configuration page, open the required configuration and ensure that all the fields are specified correctly.

    Outgoing Mailbox Configuration.png

  3. To verify the default notification method for an agent, perform the following steps:
    1. Navigate to Administration > Foundation Data > Manage People > Manage Agents.
    2. On the Manage Agents page, open the required agent profile.
    3. In the Basic section, on the General tab, ensure that the email ID of the agent is correct.
    4. In the Basic section, on the Access Details tab, ensure that the value in Default Notify Mechanism is set to Email.

Agents who belong to the Level 1 Support group are not able to access a case.

  • Agents who belong to Level 1 Support group do not have read access to the case.
  • Agents do not belong to the Level 1 Support group.

As an administrator, perform one of the following steps:

  • To add an agent to a support group, see Creating or modifying People data.
  • To ensure that the support group has read access to the case, perform the following steps:
    1. Log in to BMC Helix Business Workflows.
    2. From the Cases workspace, open the required case.
    3. On the case details page, on the Case Access tab, ensure that the support group has read access to the case.
      For more information, see Configuring-default-access-for-cases.

Service targets are not displayed in a case.

  • Matching service targets are not configured.
  • The case does not match the Terms and Condition field of the service target.
  • The case status may be equal to any of the Start When conditions of the service target.

As a case business analyst, perform the following steps:

  1. Log in to BMC Helix Business Workflows.
  2. Click My Application Settings Gear icon.PNG.
  3. Navigate to Service Level Management > Service Targets.
  4. Verify all the listed service targets to ensure that the Terms and Condition and the Start When settings of the matching service target are configured properly.

When an employee sends an email to raise a service request or to update a case, acknowledgement emails are not sent to the employee.

  • The email engine does not recognize the email ID that you configure for a company.
  • The outgoing mailbox is not configured properly.
  • As an administrator, after you configure an email ID, wait for approximately 30 minutes for the email ID to sync with the email engine.
  • To verify the details that you have specified in the outgoing mailbox configuration, perform the following steps:
    1. As an administrator, log in to BMC Helix Innovation Studio.
    2. Navigate to Administration > Configure My Server > Email > Outgoing Mailbox.
    3. On the Outgoing Mailbox Configuration page, select the appropriate outgoing mailbox and click Edit.
    4. In the Edit Outgoing Mailbox Configuration pane, on the Advanced Configuration tab, in Email Address ensure that you have specified the correct email ID for your company.
      Acknowledgement emails are sent from this email ID.

When an employee sends an email to raise a service request or to update a case, a case corresponding to the email is not created or updated.

  • Default assignment mapping is not available in the system.
  • POP3 settings in the email client of the company are not configured properly.
  • To set a default assignment mapping, perform the following steps:

    1. As a case business analyst, log in to BMC Helix Business Workflows.
    2. Click My Application Settings Gear icon.PNG.
    3. Navigate to Case Management > Assignments.
    4. On the Assignment Configuration page, open an appropriate mapping.
    5. In the Edit Assignment Mapping pane, select the Use as Default toggle to specify the mapping as default.
    6. Click Save.

  • In your email client, ensure that POP3 is enabled.

Functional errors

The following table lists the error that might occur because of a functional behavior in BMC Helix Business Workflows:

Error

Possible causes

Troubleshooting

A knowledge article that is available on the Knowledge workspace is not displayed in Quick Case or under Recommended Knowledge list in a case.

  • The knowledge article might not be in the Published status.
  • The knowledge set of the knowledge article is not associated with the application library.

Perform the following steps:

  1. As a case agent, log in to BMC Helix Business Workflows and perform the following steps:
    1. Navigate to Workspace > Knowledge.
    2. Select the appropriate knowledge article and ensure that:
      1. The status of the knowledge article is set to Published.
      2. Verify the Knowledge Set of the knowledge article.
  2. As an administrator or a case business analyst with the Knowledge Coach functional role, perform the following steps:
    1. Click My Application Settings Gear icon.PNG.
    2. Click Knowledge Management > Knowledge Sets.
    3. Associate the appropriate knowledge set with the application library—com.bmc.dsm.bwfa.

A case has been approved, but the approval status of the case is not updated.

Approval status for a case is not updated if case update is unsuccessful.

Contact your Administrator to edit case data to update the case status.