This documentation supports the 23.3 version of BMC Helix ITSM: Service Level Management.To view an earlier version, select the version from the Product version menu.

Troubleshooting issues with service targets and service level agreements

You might get errors while working with service targets or service level agreements. Perform the following steps to resolve the problem.

Considerations

 When you are importing service targets from a source or development server to a destination or production server, you must consider the following points:

  • You must create service targets in development server and then import to the production server. We do not recommend creating service targets in the production server, directly.
  • You must ensure that the service targets in the development server are in sync with the production server. This resolves the issue with the Service target IDs that might occur while importing service targets.

Issue symptom

Existing ID is generated for the service target and gives an error.

Issue scope

You import service targets on a server and try to create a service target manually on the same server.

Resolution

  1. Open Application Administration Console > Custom configuration > Service Level Management > Configure Application Settings > Preferences.

  2. Specify Service Target ID.

    Best practice
    While importing service targets from the development server to the production server, to avoid conflict in the Service Target ID values, you must set the value of the Start Service Target ID From field on the SLM:ConfigPreferences form of both the development and production servers, based on the approximate highest number that would be created as Service Target ID on the development server.

    For example, enter the value of Start Service Target ID From on the SLM:ConfigPreferences form as 100 in the development server and 10000 in the production server, assuming that no more than 9900 service targets would ever be created on the development server.

Related topics

Troubleshooting

Managing-service-goals-by-using-Service-targets

Issue symptom

 Existing ID is generated for this service level agreements (SLA) and gives an error.

Issue scope

You import SLA on a server and try to create an SLA manually on the same server.

Resolution

  1. Open Application Administration Console > Custom configuration > Service Level Management > Configure Application Settings > Preferences.
  2. Specify Start Agreement ID From.

Issue symptom

The zSLMGen filters are not removed from one or both servers.

Issue scope

In a distributed server environment, you delete a service target or an agreement.

Resolution

To ensure the filters are removed from both servers, delete the zSLMGen filters manually from Developer Studio.

Issue symptom

The following error message is displayed:

No active Currency Code found on the Currency Code form. :301539300 (ARERR 985).

Issue scope

If you manually update a service level agreement when an SVT is attached to the SLM:Config
ManualSampling form.

Resolution


Run the currency utility and set the default currency value for BMC Service Level Management to the same as the value set in BMC Helix ITSM. You must run the currency utility on the following forms:


  • SLM:AssociationSVTCompMeas
  • SLM:CloneBase
  • SLM:Contract
  • SLM:CostCalculator
  • SLM:GoalSchedule
  • SLM:LoadContract
  • SLM:LoadGoalSchedule
  • SLM:LoadMeasurement
  • SLM:LoadMeasurementChild
  • SLM:LoadPenaltyRewards
  • SLM:LoadServiceTarget
  • SLM:LoadSLAAssociation
  • SLM:LoadSLACompliance
  • SLM:LoadSLAComplianceHistory
  • SLM:LoadSLADefinition
  • SLM:Measurement
  • SLM:MeasurementChild
  • SLM:MeasurementChild_Association
  • SLM:PenaltyRewards
  • SLM:SampleComplianceOnly
  • SLM:ServiceRequest_SLA
  • SLM:ServiceTarget
  • SLM:SLAAssociation
  • SLM:SLACompliance
  • SLM:SLACompliance_Category
  • SLM:SLACompliance_
    ContractAssoc_Outer
  • SLM:SLAComplianceContract_Join
  • SLM:SLAComplianceHistory
  • SLM:SLADefinition

Issue symptom

The import of a .arx file fails because of unique index violations.


Issue scope

When you define service targets while configuring templates for milestones, export these service targets to create an .arx file, and import this .arx file from the source BMC Service Level Management server to the target BMC Service Level Management server.


Resolution

For more information, see KA000322125.

 

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