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

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
     
     
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.
     

Issues with the job state

After you create a job, the job shows incorrect status.

Issue symptom

The job stays in the pending state and never starts.

Issue scope

One or more problem coordinators face this issue

Resolution

1. Navigate to  > 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. 
   
   New jobs are run only after the queued jobs are complete.

Issues with the job results

After a job is complete, clusters, and major incidents do not appear on the dashboard. Also, the % of incidents in job, Average resolution time (hours) and Average effort (minutes) columns do not appear on the List view tab of the dashboard.

Issue symptom

The clusters do not appear on the dashboard after a job is complete.

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

The dashboard's Group by and Color by options do not function as intended.

Job failure

When you try to run a job, it fails to do so.

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

The quality of the jobs that you create is poor.

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

You cannot find a problem investigation while relating incidents of a cluster.

Issue symptom

You cannot 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

You encounter the following issues while viewing the Proactive problem management dashboard.

Issues with ticket data

After you run a job, it fails and displays a ticket data-related error message.

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

After you run a job, the cluster IDs are displayed on the Heatmap and List view tabs.

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

You are unable to view the resolution insights details within a cluster.

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

After you upgrade, the existing clusters disappear from the dashboard.

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

You cannot see the execution results of a shared job, and view different cluster formations for the same shared job.

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

You cannot download, view and find .csv files in your system.

Issue symptoms

You cannot 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 described in Managing clusters.

Issue symptoms

You are unable to download the .csv file.

Scope

One or more users experience this issue.

Resolution

Ensure that your browser does not block any download window.

Issue symptoms

You are unable to find the downloaded .csv file.

Scope

One or more users experience this issue.

Resolution

Check the Download folder in your system.