Troubleshooting impact analysis issues
The following table provides the issue details and the resolutions:
Issue symptom | Issue scope | Resolution | Reference |
|---|---|---|---|
Running an impact analysis on an incident | |||
The following error message is displayed: Error (245150) Could not retrieve any starting CIs. Verify if the CIs are synced to DSM. | From an existing incident, when you click More > Impact Analysis Console, and select Create new impact analysis run > Use associated CIs or Create new impact analysis run > Select input CIs. | Run a Smart Graph Sync Schedule from BMC Helix CMDB. | Scheduling a DSM Sync to share impact attributes with BMC Helix NetOps in the BMC Helix CMDB online documentation portal. |
The following error message is displayed: Error (245124) You cannot run the impact analysis till the data sync is complete. | From an existing incident, when you click More > Impact Analysis Console and select Create new impact analysis run > Select input CIs. When you click Console > Impact Analysis Console > + Impact analysis run. | Run a Smart Graph Sync Schedule from BMC Helix CMDB. | Scheduling a DSM Sync to share impact attributes with BMC Helix NetOps in the BMC Helix CMDB online documentation portal. |
The following error message is displayed: Error (245116) Currently, there are no CIs associated to this ticket. You must associate a CI to run the impact analysis. | From an existing incident, when you click More > Impact Analysis Console, and select Create new impact analysis run > Select input CIs. | Associate impact CIs with the Association type other than Impacts to the incident. | |
The following error message is displayed: Error (245114) The impact analysis is already in progress. After the existing process is complete, you can initiate another impact analysis. | From an existing incident, when you click More > Impact Analysis Console, and select Create new impact analysis run > Use associated CIs or Create new impact analysis run > Select input CIs. | Wait till the impact analysis process completes and then run the impact analysis again. | |
Relating impacted CIs back to an incident | |||
The following warning message is displayed: Warning (245121) The selected CIs are already related to this ticket. | From the Incident Analysis Console, when you select the CIs, and click Relate selected CIs. | Select other CIs and then click Relate selected CIs. | |
When you try to generate impact analysis summary, you might encounter some issues.
Issue symptom | Issue scope | Resolution | Reference |
|---|---|---|---|
| Generating an impact analysis summary | |||
The following error message is displayed: Error: 500 - NOT_ABLE_TO_GENERATE_SUMMARY | Occurs when you attempt to generate an impact analysis summary | Make sure the BMC HelixGPT is properly configured and ready to use. | |
When you configure a service class, you might encounter some issues.
Issue symptom | Issue scope | Resolution | Reference |
|---|---|---|---|
| The setting to configure a service class is not available. | When attempting to create, update, or delete the configuration from the impact analysis setting, the configure a service CI class setting is dimmed. |
| |
Certain service CI classes are not displaying in the service CI column of the impact analysis results. | Occurs when you run an impact analysis. | Make sure you have configured the service CI classes in the BMC Helix Telco Extensions. |
Issue symptom | Issue scope | Resolution | Reference |
|---|---|---|---|
The rerun impact analysis option is not available for runs that are still in Progress. | Occurs when you attempt to rerun the impact analysis from an existing incident or change request. |
| |
The option for relating the CIs is not available or is not functioning. | Occurs when you try to relate impacted CIs from a rerun impact analysis. | Make sure that the following conditions are true:
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When you create a rule for automated impact analysis, you might encounter some issues.
Issue symptom | Issue scope | Resolution | Reference |
|---|---|---|---|
| Creating rules to automatically trigger impact analysis for incident requests | |||
| Impact analysis is not triggered when a CI is associated with an incident by using the relationship type Impacts despite a rule being configured with CI association as a trigger event. | A rule is configured with CI Association as a trigger event in BMC Helix Telco Extensions Network Impact Analysis settings. Despite the rule being correctly defined with the required fields, impact analysis is not triggered. | Automated impact analysis does not consider CIs associated using the Impacts relationship type. To ensure the rule is triggered correctly, use a supported relationship type other than Impacts when associating CIs with incidents. | |
| Impact analysis is not triggered automatically when a new incident is created, even though rules are configured. | Below are the conditions under which the issue occurs:
| Ask your administrator to verify that:
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| Impact Analysis is not triggered automatically when a Configuration Item (CI) is removed from an incident. | The issue occurs when a service desk agent or incident user, or incident master removes CIs from an incident request. | Ask your administrator to verify that:
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