Troubleshoot Service Requests

This page is for Itential Platform On-Prem, version 6 (default). For other versions, use one of these documentation indexes: - 6 (default): https://docs.itential.com/itential-platform/6/llms.txt - 2023.2: https://docs.itential.com/itential-platform/2023-2/llms.txt

Use this topic to diagnose problems with services, requests, and schedules, including problems that the people you support report.

Service and request issues

A service is missing from Browse Services

Problem: A service that you expect to see doesn’t appear in Browse Services.

Causes:

• You aren’t in one of the read or write groups of the automation that the service belongs to.
• The trigger is an event trigger or an API trigger. Only manual triggers appear as services.
• The trigger is disabled.

Solutions:

• Ask your administrator to confirm that the trigger is a manual trigger and that it’s enabled in Operations Manager.
• Ask your administrator to add you to a read group of the automation. If the automation has no read groups, confirm that you have the service-requests:write permission.

A request shows Error

Problem: The request status is Error.

Cause: The request stopped because of an error that you can’t resolve.

Solutions:

• Contact your administrator.
• To find the cause of the error, check Operations Manager or the application that ran the request.

A request shows Complete, but the result isn’t what you expected

Problem: The request status is Complete, but the work didn’t produce the outcome that you expected.

Cause: Complete means that the run finished. It doesn’t mean that the outcome was successful.

Solutions:

• Open the request and review its output.
• Open the run in its application to review it. For more information, see Open the run in its application.

Schedule issues

A schedule is switched off and you can’t turn it on

Problem: The schedule’s toggle is switched off and locked, and Next Run is empty.

Cause: The trigger for the service is disabled.

Solution: Ask your administrator to enable the trigger. The schedule returns to its previous setting.

A scheduled request started at an unexpected local time

Problem: A scheduled request started an hour earlier or later than you expected in your local time.

Cause: Schedules are stored in UTC and don’t adjust for daylight saving time.

Solution: Edit the schedule and adjust the UTC time.

A request appears that you don’t remember submitting

Problem: A request appears in All Requests that you didn’t submit.

Cause: A schedule that another user created might have submitted the request.

Solution: In All Requests, find the request. A request that a schedule starts shows the name of that schedule. On Scheduled Requests, select All Schedules to find the schedule and see who created it.

Access issues

You can’t open Service Requests

Problem: Service Requests doesn’t open or doesn’t appear in the left navigation menu.

Cause: You don’t have the service-requests:write permission.

Solution: Ask your administrator to grant you the permission.

A direct link returns a 403 error

Problem: A link to a service or page returns a 403 error.

Cause: You aren’t authorized to access the page or service.

Solution: Ask your administrator to grant you access.