Troubleshooting issues in Real-time incident correlation

Before using BMC Helix ITSM Insights, make sure 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

Symptom	Scope	Resolution
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.	One or more users experience this issue.	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.

Issues with major incident notifications

Symptom	Scope	Resolution
You are unable to receive notifications.	One or more users experience this issue.	Verify that you have turned on the Enable notification for possible major incidents toggle key. Verify that you belong to the company or the support group assigned to the incident. Verify that your email is correctly configured to receive notifications. Verify that your name is added to the recipient list.
Unintended recipients are getting notifications.	Multiple users experience this issue.	Check if the users' names are wrongly added to the recipient list.
When I navigate to the Real-time incident correlation dashboard from the notification message, I do not see the cluster.	Multiple users experience this issue.	Verify that you belong to the company or the support group assigned to the incident.

Unreadable details in the downloaded file

Symptom	Scope	Resolution
You are unable to view the downloaded .csv file for a language with Unicode characters( For example, Chinese).	One or more users experience this issue.	You need to perform some additional steps to view .csv files for a language with Unicode characters. Perform the steps mentioned in Identifying clusters of incoming incidents.

Unable to search an incident in the Relate selected incidents to Original window

Symptom	Scope	Resolution
You are unable to search for an incident on the Search for existing incident tab of the Relate selected incidents to Original window.	One or more users experience this issue	While searching for an incident by its incident ID, verify the number of digits of the incident ID that you enter. An inaccurate number of digits of the incident ID in the search parameter may not display accurate search results.

No data in the dashboard

Symptom	Scope	Resolution
The Real-time incident correlation dashboard is empty.	One or more users experience this issue.	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

Symptom	Scope	Resolution
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.	Most users experience this issue.	You can view only those incidents to which you have access. Access to incidents depends on the company and support group affiliation.
After tenant onboarding and activation, the following error is displayed: ADE-CLU-VR-404-1001 : No IC Algorithm found for Tenant	One or multiple users experience this issue.	The out-of-the-box incident correlation algorithm was not been onboarded. Contact the BMC SaaS operations team to onboard the algorithm.

Shared preset disappears from my preset list

Symptom	Scope	Resolution
You are unable to view and use a preset that is shared with you.	One or multiple users experience this issue.	Confirm with the preset owner if the preset was deleted or renamed by them. Changes made by the preset owner are updated in the recipient's system immediately.