This documentation supports the 22.1 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Troubleshooting service requests with errors

If a service request cannot be completed because of errors from BMC Helix ITSM: Change Management or Incident Management, you can view the error details in the event log to learn which service requests contain errors and then analyze the root cause.

Issue symptoms

Service requests cannot be completed because of errors.

Related topic

Troubleshooting in the Service Request Management documentation

Issue scope

One or more users experience this problem.

Resolution

To see service requests with errors, you need Command Event Master permissions and Requester Console Master permissions.

  1. From the Navigation pane of the Requester console, select Request Errors > View Requests with Errors.
  2. Click the Change/Incident Data tab.
  3. Click Reset Error to restart the service request. 
    Users can now continue to work on the service request.
  4. Click View Events to display the event log and troubleshoot the service request.
  5. View the event details:
    • Protocol
    • Access Mode
    • Error Code
    • Error Message
  6. Take any of the following actions for events that are in error:
    • Retry
      It is best to retry each event in the order the events are generated. By default, the event table is sorted with the recent event on top, in reverse chronological order. Typically, you should retry events after the problem has been fixed.
    • Ignore
Warning

Delete service requests with caution. They cannot be recovered. To delete service request records, you must have AR System administrator permissions.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*