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 issues in Proactive problem management

Before using BMC Helix ITSM Insights, ensure that you have the required permissions. For information about the permissions for Proactive problem management, see Roles-and-permissions. Also, refer to the best practices for configuring jobs for Proactive problem management. If you still encounter any challenges using Proactive problem management, this topic helps you with information about troubleshooting such issues.

Related topics

Viewing and collecting critical logs by using the Kibana dashboard
Viewing and collecting logs by using the Support Assistant tool

(BMC Helix Service Management for on-premises deployment documentation)

Issues with the API response

Issue symptom

The following error is displayed:

API Error.png

Issue symptom

The problem coordinator tries to create a job.

Resolution

  1. Log in to BMC Helix Innovation Studio
  2. Click Administration > Settings > Integrations > Web API Connection. Verify if the Web API connection is correctly set by checking the following details in the General panel:
    • Web API Connection Name: PLATFORM_RSSO_OAUTH_CLIENT
    • Host Name: Tenant's domain URL
    • Port: 443
    • Protocol: HTTPS
    • Authentication: OAuth Token Exchange
    • Login: The admin user used while onboarding the tenant

      WebAPI.jpg
  3. Click Next. Check the following details:

    • Access token URL: /rsso/oauth2/token
    • Client ID: Use the ID generated while registering the client for the tenant in BMC Helix Single Sign-On.
    • Client Secret: Use the client secret generated while registering the client for the tenant in BMC Helix Single Sign-On
    • Resources: Specify the tenant's domain URL
    • OAuth token exchange server endpoint: Select Custom and enter the BMC Helix Single Sign-On URL
    • Click Add HTTP header and set the parameter as authtype and value as rsso-jwt.
      WebAPI2.jpg

Issues with the job state

Issue symptom

The job stays in the pending state and never starts.

Pending Job.png

Issue scope

One or more problem coordinators face this issue

Resolution

  1. Navigate to Settings icon.PNG > Proactive Problem Management > Settings.
  2. Check the Max # of jobs per user count.
  3. Verify if jobs are already running for the tenant and if the maximum count of jobs has been reached. 
    Max jobs per user.png
    New jobs are run only after the queued jobs are complete.

Issues with the job results

Issue symptom

A job is completed but see the clusters are not displayed on the dashboard.

Issue scope

One or more problem coordinators face this issue.

Resolution

This issue might occur due to the following reasons:

  • The incident data is of low quality.
  • A large number of clusters have been created
  • The data used for the job is huge.

Use the following steps to resolve this issue:

  • Data should be in the proper UTF8-encoded format without any garbage characters.
  • Run the job again by providing a specific number of clusters. 
  • Reduce the job data size by selecting a shorter date range or by applying filters, and run the job again.

Job failure

Issue symptom

A job fails and the following message is displayed on the Jobs table:

Job failure.png

Issue scope

One or more problem coordinators face this issue.

Resolution

Verify if the value specified in the Helix-Portal-URL parameter in the Centralized configuration is correct.

Issues with job cluster quality

Issue symptoms

The job quality of one or more jobs is poor.

Issue scope

One or more problem coordinators face this issue.

Resolution

This issue can occur due to the following reasons:

  • The data set used by the job is very discrete.
  • The problem coordinator has not selected a proper Group By field or has selected a field that is not appropriate. 
  • The problem coordinator has specified a low cluster count in the job configuration.

Use the following steps to resolve this issue:

  • Add proper stop words to clean up data in preprocessing.
  • Increase the number of clusters in the job configuration.
  • Select an appropriate Group by field.

Issues with permissions

Issue symptoms

Issue scope

Resolution

On the Proactive problem management settings page, the following error is shown:

ERROR 403: Permission denied

Permission error.jpg

  • The problem coordinator tries to create a job.
  • One or more problem coordinators face this issue.

Verify if the administrator has provided the required permissions.

On selecting an incident from the dashboard, the following error is shown:

Permission Error.PNG

  • The problem coordinator selects an incident from a cluster on the Proactive problem management dashboard.
  • One or more problem coordinators face this issue.

Issues with ticket data

Issue symptom

The job fails and the following error is displayed:

Ticket data error.jpg

Issue scope

The problem coordinator runs a one-time job.

Resolution

Log in to Mid Tier and check if there are incidents present for the scheduled period.

Cluster IDs being displayed on the Proactive Problem Management heatmap and list view

Issue symptoms

For the jobs that have already been run successfully, cluster IDs are displayed on the Proactive Problem Management heatmap and list view instead of cluster labels.

Issue scope

All users face this issue after the latest patch is applied.

Resolution

To fix this issue, rerun existing jobs, or delete old jobs and create new ones. Once job execution is complete, you can see cluster labels again.

 

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