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This documentation supports the 25.1 version of BMC Helix ITSM Insights, which is available only to BMC Helix customers (SaaS).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 com.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.

Issue symptom

ITSM Insights is not successfully deployed On-premise.

Resolution

Use the following steps to verify if BMC Helix ITSM Insights has been deployed successfully for on-premises users:

  1. Log in to BMC Helix Innovation Studio with the demo user credentials and navigate to the Workspace page.
    You should be able to see the AI Foundation Service and 

    BMC Helix ITSM Insights

     bundles as shown in the following image:
    Bundles1.jpg
    Bundles2.jpg

  2. Log in to Mid Tier. Use the following URL to view the AR System Webhook:
    http://Server name:Port number/arsys/forms/<########>/AR+System+Webhook/Default+Administrator+View 
    You must be able to view the following webhooks and the status for these webhooks is Enabled. 
    Webhooks.png
  3. Login to Smart IT with valid credentials.
    1. Click More > Workspaces. You should be able to view the Proactive Problem Management and Real-time Incident Correlation options.
    2. Click Proactive Problem Management. To access this page, you must have one of these permissions: Problem Config, Problem Master, or Problem User.
    3. Click Real-time Incident Correlation options.  To access this page, you must have one of these permissions: Incident Config, Incident Master, or Incident User.
    4. Click Manage jobs. You are able to access this page without any errors.
      Manage jobs.jpg


 

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BMC Helix ITSM Insights 25.1