Troubleshooting service requests with errors

Issue symptoms

The service request cannot be completed.

Issue scope

When there are errors in Change Management or Incident Management.

Resolution

Follow the steps given below to view the service requests with errors:

1. From the Navigation pane of the Requester console, choose Request Errors > View Requests with Errors.
   
   Service Request form-entries containing errors

   
   
   

2. Click the Change/Incident Data tab.
3. Click Reset Error to restart the service request.
   You can now continue to work on the service request.
4. Click View Events to review 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

   • Ignore

     Best practices

     We recommend that you retry each event in the order in which the events are generated. By default, the event table is sorted with the recent event on top, in reverse chronological order. Typically, events should be retried when the problem indicated by the error message has been fixed. 

     Warning

     Delete service requests with caution. They cannot be recovered. You must have AR System Administrator permissions to delete service request records.