Resolving application errors

As a case business analyst, access the Application errors console to view, resolve and reprocess the following application errors. You can also view backend data for analysis of the application errors.

Service request is not created from a case
Case status sync for service request fails
Automatic status transition fails

A case business analyst can navigate to the error console, and through self-service, view and fix the error. Self-service reduces the number of tickets and escalations logged with BMC support.

Case managers can also view the records and errors in the Application errors console but they cannot reprocess the records.

Examples

Scenario 1: Ajay, a case business analyst in Apex Global wants to view the failed service requests and reprocess them so that service requests are created or updated in BMC Helix Digital Workplace.

Ajay sees a note in a case that the service request is not created for the case.
In the Application errors console, Ajay views the error details that the connection to BMC Helix Digital Workplace was lost. Ajay reprocesses the record and the error is resolved. A service request is automatically created in BMC Helix Digital Workplace.

Scenario 2: Elizabeth, a case manager in Apex Global wants to view the application errors so that she can resolve the errors in the cases.

Elizabeth sees a note in a case that status has not been automatically updated.
Elizabeth opens the Application errors console and opens the error event. The error details show that required fields are not entered.
Elizabeth opens the case from the Application errors console through a link and finds out that a mandatory field, Effective date for this change, is not specified. She specifies the details in the case.
Ajay, the case business analyst reprocesses the error event from the Application errors console. The error is resolved and the status is automatically updated.

Application errors console

The following image shows the Application errors console:

To view error details

Log in to BMC Helix Business Workflows.
Click Settings .
Select Error Management > Application errors.
In the Application errors console, a case business analyst can perform the following actions:
- View failed service requests
- View error details
- View cases
- View data for the last 30 days
- Filter the records based on the line of business and error type
- Reprocess error records
- Cancel reprocessing of error records
From the Line of Business list, select the line of business for which you want to view errors.
If you have access to a single line of business, the line of business is selected by default.
To view the error details, click the Error Event link.

You can view the details in a read-only mode from the Error Details page.

Error statuses and actions

The case business analyst and the case manager can view the following error events and default reprocessing statuses in the Application errors console:

Error Events	Default error reprocessing status values
Service Request Create Service Request Update Automated Status Transition	Error Reprocessed with errors Reprocessed successfully

You can resolve the error by making the appropriate changes for the record, for example, add a missing mandatory field. As a case business analyst, you might also reprocess the error.

To filter event records

The case business analyst and the case manager can use the filter option in the Application error console to filter records based on the line of business and different error events. By default, the records are filtered based on Modified date.

Log in to BMC Helix Business Workflows.
Click Settings .
Select Error Management > Application errors.
Click Filter.
Select and click Apply Filters.

You can apply the following filters to the records:

Available filters	Saved filters
Created Date Error code Error event ID Modified Date Reprocessing Status Ticket ID Ticket Instance ID	All errors in last 1 month Automated status transition errors Service request creation errors Service request status update errors Reprocessed with errors Reprocessed successfully All errors to be reprocessed

To reprocess an application error and view the case

Log in to BMC Helix Business Workflows.
Click Settings .
Select Error Management > Application errors.
Select an error event and click Reprocess.

After you resolve the error, and click Reprocess, the process is rerun for the error.
- If the reprocessing is successful, refresh the case, and take appropriate action on the case, if required.
- If the case is reprocessed with an error, then the case contains active tasks. Ensure to close all the tasks and resolve the case.
Select View case from the three dots in the right column.

The case opens in a new tab.

You can reprocess all records for the respective line of business.

To reprocess application errors in bulk

Log in to BMC Helix Business Workflows.
Click Settings .
Select Error Management > Application errors.
Select multiple error events and click Reprocess.

Important

You can only reprocess up to 20 error records of the same error event type at a time. For example, you can select up to 20 Automated Status Transition error event types at a time for reprocessing, but you cannot reprocess different error event types like Automated Status Transition, Service Request Update, and Service Request Create at a time.

To cancel the reprocessing of records

Log in to BMC Helix Business Workflows.
Click Settings .
Select Error Management > Application errors.
Select the error event, and select Cancel reprocessing from the three dots in the right column.
The reprocessing for the selected error event is canceled.