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This documentation supports the 21.3 version of BMC Helix ITSM Insights.To view an earlier version, select the version from the Product version menu.

Troubleshooting general issues

After installing BMC Helix ITSM Insights, you might face certain issues. Use this information in this topic to understand and resolve such issues.

Issue symptom

After the administrator installs ITSM Insights, the Workspaces menu is not present in Smart IT.

Resolution

This issue might occur as the license for ITSM Insights is not added in Action Request System.

Use the following steps to resolve this issue:

  1. Log in to Mid Tier.
  2. Select AR System Administration > AR System Administration Console, 
  3. Select System > General > Add or Remove Licenses.

  4. Verify if the itsm.bmc.dsom.itsm-insights-app entry has at least one license, as shown in the following image:
    Add or Remove Licenses.png
    To add a license for ITSM Insights, see Adding or removing licenses.

The administrator must assign the Smart IT users proper Problem Management and Incident Management permissions. For more information, see Smart IT roles and permissions.


 

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BMC Helix ITSM Insights 21.3