Troubleshooting issues in Proactive problem management
Issues with the API response
Issue symptom
The following error is displayed:
Issue symptom
The problem coordinator tries to create a job.
Resolution
- Log in to BMC Helix Innovation Studio
- 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
- 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.
Issues with the job state
Issue symptom
The job stays in the pending state and never starts.
Issue scope
One or more problem coordinators face this issue
Resolution
- Navigate to
> Proactive Problem Management > Settings. - Check the Max # of jobs per user count.
- Verify if jobs are already running for the tenant and if the maximum count of jobs has been reached.
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.
Issue symptom
Major incident details are not displayed in the Heatmap and List view
Resolution
The issue might occur to the jobs that were created before upgrading to 23.3.01. Rerun the existing jobs to generate clusters with major incident details.
For more details about job configuration, see Configuring Proactive problem management settings for recurring jobs and Configuring one-time job settings for proactive problem management.
Issue symptom
Unable to view the % of incidents in job column in List view.
Issue scope
One or more problem coordinators face this issue.
Resolution
The % of incidents in job column in List view is not enabled by default. You must enable it by using the Visible columns filter.
For more details, see Proactive problem management and Resolution insights overview.
Issue symptom
Unable to view the Average resolution time (hours) column in List view.
Issue scope
One or more problem coordinators face this issue.
Resolution
The Average resolution time (hours) column in List view is not enabled by default. You must enable it by using the Visible columns filter.
For more details, see Proactive problem management and Resolution insights overview.
Unable to view the Average effort (minutes) column in List view.
Issue scope
One or more problem coordinators face this issue.
Resolution
The Average effort (minutes) column in List view is not enabled by default. You must enable it by using the Visible columns filter.
For more details, see Proactive problem management and Resolution insights overview.
Issues with Group by configuration
Issue symptom | Issue scope | Resolution |
|---|---|---|
Unable to see clusters in the dashboard after selecting fields in Group by in job. | One or more problem coordinators face this issue. | Make sure that the fields selected in the one-time or recurring job have proper details. |
When I select a field in the Color by list, the heatmap displays too many categories. | One or more problem coordinators face this issue. | In the one-time or recurring job, select the fields with lesser categories based on your requirement. |
In the heatmap, Color by does not display the fields that are selected in Group by of the one-time or recurring job. | One or more problem coordinators face this issue. | Make sure the right job is selected in the dashboard. |
In preset, Color by does not display the fields that are selected in Group by of the one-time or recurring job. | One or more problem coordinators face this issue. |
Job failure
Issue symptom
A job fails and the following message is displayed on the Jobs table:
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.
Issue with finding a problem investigation
Issue symptom
You are unable to find a problem investigation on the Search for existing problem tab of the Relate to existing problem window.
Issue scope
- The problem coordinator searches for a problem investigation by using the problem ID or ticket description keywords.
- One or more problem coordinators face this issue.
Resolution
Make sure that the problem investigation exists that matches the entered problem ID. While searching for a problem by its problem ID, verify the number of digits that you enter. An inaccurate number of digits in the search parameter may not display problems in the search results.
Issues with permissions
Issue symptoms | Issue scope | Resolution |
|---|---|---|
On the Proactive problem management settings page, the following error is shown: ERROR 403: Permission denied
|
| Verify if the administrator has provided the required permissions. |
On selecting an incident from the dashboard, the following error is shown:
|
| |
No clusters are seen 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:
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.
Issue with resolution insights
Issue symptom
The Grouped by resolution insights tab does not display resolution insights clusters in the drill-down view.
Resolution
- Click the Enable toggle key as described in Configuring-one-time-job-settings-for-proactive-problem-management and Configuring the recurrent job settings for proactive problem management.
- Confirm that the second iteration of the job run is successful in generating the resolution insights clusters. Run the job again if required. For more details about the procedure, see Configuring-one-time-job-settings-for-proactive-problem-management and Configuring the recurrent job settings for proactive problem management.
Issue symptom
You do not see certain words in the resolution insights clusters.
You see certain irrelevant words in the resolution insights clusters.
Resolution
Confirm whether nouns, verbs, and noisy words are updated in the .csv file as described in Configuring-proactive-problem-management-settings.
Issue with cluster quality
Issue symptom
You do not see the existing clusters in the heatmap.
Issue scope
All users face this issue after the latest update is applied.
Resolution
- The quality of the existing clusters might be less than the threshold value of 60 and therefore filtered out. To view all clusters, select the full range of the cluster quality slider which is 0-100. For more information, see Proactive Problem Management.
- Check the list view to view all clusters.
Issue with PPM job sharing
Issue symptom
You cannot find the job execution result of a job that is shared with you.
Resolution
Jobs that are shared with you are not enabled by default. To run or enable a job shared with you, see Sharing-proactive-problem-management-jobs-with-others.
Issue symptom
When you compare your shared job result with that of the job owner, you notice different cluster formations.
Resolution
Since the job execution is based on the login user’s credentials, different users might have different row-level access to the incident data. Therefore the results could be different.
Issue with viewing the exported csv document
Issue symptoms
You are unable to view the downloaded .csv file for a language with Unicode characters( For example, Chinese).
Scope
One or more users experience this issue.
Resolution
You need to perform some additional steps to view .csv files for a language with Unicode characters.
Perform the steps mentioned in Managing clusters.