Troubleshooting issues while using the cognitive service
Before using AI Service Management (Categorization and Classification) capabilities in BMC Helix ITSM, make sure that you have the Cognitive Service Config permission. For information about this permission, see Permission to configure the cognitive service.
Additionally, understand the types of training data and the guidelines to follow while generating the data. For more information, see Training-the-cognitive-service and Generating-training-data-for-the-cognitive-service.
If you still encounter challenges when you use AI Service Management (Categorization and Classification) capabilities in BMC Helix ITSM, this topic provides information about troubleshooting issues while you are using the cognitive service and generating training data.
Issues with configuring the cognitive service
Issue symptom
An error message is displayed that the URL, username, or password that is provided to configure the cognitive service is incorrect.
Issue scope
When you configure the cognitive service.
Resolution
You must enter the correct URL and credentials. Alternatively, you can analyze the error details in the arextension.log file located in the ARSysteminstalldirectory\Arserver\Db directory and contact BMC Support.
Issues with generating training data
Issue symptom
The system encounters any error and the status of the training data record is set to FAILED and an error message is displayed as shown in the following image:
Issue scope
When you generate the training data.
Resolution
The details of the error are logged in the arextension.log file located in the ARSysteminstalldirectory\Arserver\Db directory and contact BMC Support.
Issues with generating training data
You must analyze the error description and perform a corrective action based on the error type.
Deactivating a previously trained data set
Issue scope
When you use a trained data set that is obsolete.
Resolution
Perform the following steps to deactivate the trained data set:
- Select Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration.
- On the Cognitive Data Setup form, select Cognitive Data Type.
- Select the training data set that you want to deactivate.
- Change the Status to Inactive.
Additionally, if you want to delete the trained data for Application Templates, the option to delete the data set is disabled. To delete the trained data set, on the AR System Administration:Cognitive Service Training Data Set Pending form, search the data set by entering the Data Set ID. In the search window, select the data set, and click Delete.