Troubleshooting issues in Real-time incident correlation

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

Issue with incident permissions

Issue symptoms

When you click a cluster on the Real-time incident correlation dashboard, the following error is displayed:

ERROR 12349: Message not found, [bundleId = com.bmc.dsom.ai-foundation-service-lib, messageNum = 12349], You have not been assigned a support group. Contact your administrator.

Scope

One or more users experience this issue.

Resolution

This issue occurs when the logged in user does not have proper incident permissions. Make sure that the administrator has assigned proper permissions to view and manage incidents. For more information, see Roles-and-permissions.

No data in the dashboard

Issue symptoms

The Real-time incident correlation dashboard is empty. 

Issue scope

One or more users experience this issue.

Resolution

• Clusters in the dashboard are visible only after the count of incidents is equal to or higher than the configured value. By default, the minimum number of incidents that a cluster should have to be shown in the dashboard is five.
• Verify that all services are running.

Incident count mismatch in the dashboard and in the drill-down view

Issue symptoms

On the dashboard, you can view the total number of incidents on a cluster but when you drill down into the cluster, you see fewer incidents.

Issue scope

Most users experience this issue.

Resolution

You can view only those incidents to which you have access. Access to incidents depends on the company and support group affiliation.

Incident count mismatch in the dashboard and in the drill-down view

Issue symptoms

After tenant onboarding and activation, the following error is displayed:

Issue scope

One or users experience this issue.

Resolution

The out-of-the-box incident correlation algorithm was not been onboarded. Contact the BMC SaaS operations team to onboard the algorithm.