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Troubleshooting


This topic includes information about troubleshooting the BMC Helix Multi-Cloud Service Management product, such as problems you might encounter during installation, configuration, and use of the product, as well as error messages and how to enable logs and diagnostic information. 

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For information about known issues, see Known-and-corrected-issues.

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Issues with polling

BMC Helix Multi-Cloud Service Management is configured to poll for ticket creation at intervals of three minutes. If it seems like polling is taking longer than three minutes:

  • Ensure that the system time for the Integration Service and the target system are synchronized.
  • In Integration Studio, verify that the polling interval is set to three minutes. To check the interval setting, navigate to Catalog > Connectors and click Remedy ITSM from the list of connectors. Click Throttling Controls and ensure that the value for Check Triggers Every is set to three minutes.

Incident is not resolved when the brokered ticket is resolved

Resolution of brokered tickets on incident resolution is only supported for AWS and Salesforce Service Could with the 18.05 version of BMC Helix Multi-Cloud Service Management. 

  • Ensure that you have specified the right technology provider and enabled auto-resolution when setting up vendor data.
  • Verify the connector account for ITSM and ensure that the connectors in the Connector Process Remedy ITSM process, in Innovation Studio, are associated with the correct configuration and profiles.

Tickets for selective services are being brokered

If incident brokering occurs for only a subset of the services, it is possible that the trigger conditions are not clearly defined.

Log in to Integration Service and locate the Create Brokered Incident flow. Ensure that you have specified all your services in the trigger conditions for the flow.

Updates to a Jira ticket field are not synchronized with the ticket in Smart IT

When the fix version for a brokered Jira issue is changed, if the corresponding ticket is not updated in Smart IT perform the appropriate procedure:

If you are using the 18.05 version of BMC Helix Multi-Cloud Service Management: 

  • Update BMC Helix Multi-Cloud Service Management settings:
  1. Log in to BMC Helix Multi-Cloud Service Management as a tenant administrator.
  2. Click Settingssettings.png to open the configuration page.
  3. Navigate to Configure Vendors > Map Vendors.
  4. Select the vendor that shows Jira as the Ticketing Technology Provider, and click Edit.
  5. Click { } for Display Field Mapping and navigate to the Vendor Specific section.
  6. Locate the fixVersion in the Name column and change the name to fields.fixVersions.
  7. Click Save.
  • Integration Service flow upgrade:
  1. Log in Integration Studio.
  2. Click My Flows and locate the Sync JIRA Issue flow.
    The Upgrade available label indicates that an upgrade to the flow template is available.
  3. Click the flow to open the flow details page.
  4. From the Action list, select Upgrade.
  5. Click OK to upgrade the flow.
    If you have overridden any of the out-of-the-box triggers and field mapping, you must apply those settings again.

Mismatch of DevOps ticket and Remedy ITSM resolution category

For DevOps integration, the ticket type created by BMC Helix Multi-Cloud Service Management is based on the resolution category.  The values for resolution categories include:

  • bug, story for Jira
  • user story, defect for CA Agile Central

To ensure that ticket type matches the resolution category:

  • Verify the transformation specified for the resolution category fields. If the field value is translated incorrectly, incorrect ticket types are created.
  • Ensure that the values in the resolution category fields are mapped correctly rather than entered manually.
  • Confirm that the resolution categorization data has not changed and still maps correctly.

Brokered tickets are not displayed in Smart IT

Details of tickets that are brokered to a vendor are displayed in the Smart IT console for effective ticket management.

If your brokered tickets are not displayed in Smart IT:

  • Verify that the BMC Helix Multi-Cloud Service Management pluggable provider is enabled. For more details, see Pre-configuration-tasks.
  • Ensure that there are no network connection issues with Smart IT.
  • The Connector Process Remedy ITSM process from the Ticket Brokering Library is used to update data in ITSM. Ensure that all the connectors of the process are configured with the correct account.
  • If ticket data is not displayed in Smart IT, but the data is sent to the vendor, verify the value that is set for the Broker Vendor Name field.

Tickets are not sent to vendor

To ensure that all your tickets are being sent to the appropriate vendor, check for connections and authentication.

  • If you are integrating with on-premises applications, you need to configure an Integration Controller, which is called a Site in Integration service. Ensure that your site is online by navigating to Sites in Integration Studio. For more information about sites, see Managing sites.

  • Check you network configurations to ensure that the required ports are not blocked.
  • Verify the ITSM connector configuration to ensure that the server account details are accurate. For more details about configuration, see Configuring-BMC-Multi-Cloud-Service-Management.
  • Ensure that you are using the correct account passwords.

Issues with flows

To check for issues with flows, see the flow timeline in Integration Studio. Navigate to My Flows > flowName to open the flow details. The flow errors are listed on the Timeline tab along with other flow updates. You can filter the list to view only the flow errors. 


 

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BMC Multi-Cloud Service Management 18.05