Troubleshooting – Review/Authorize

• Problem. Buttons for creating RFCs are disabled.

  Possible reasons:

  • The Change Management integration has been disabled for the activated configuration.

  • The Change Management integration has been defined, saved, and activated, but the user did not log in to Configuration Manager again.

  Solution. Do the following:

  1. Navigate to Administration > Integrations > Change Management. To configure the integration, select the check box and provide the details for the Service Manager configuration.
  2. Save and activate the configuration.
  3. Log out and then log in again to see the changes take effect.

• Problem. RFC creation fails.

  • Reason 1: Incorrect credentials were defined for the integration user under Administration > Integrations > Change Management > Service Manager.

    Solution 1: In Service Manager, verify that the integration user exists. If required, update the password (for details, see the Service Manager documentation).

  • Reason 2: The user does not have the proper credentials to invoke a call to the Service Manager web-service.

    Solution 2: Enable the ability to execute the SOAP API for this integration user (for details, see the Service Manager documentation).

  • Reason 3: The UNL file for this integration has not been loaded into Service Manager.

    Solution 3: To detect if the UNL file has been uploaded, call the following Service Manager URL:

    <host>:<port example:13080>/sm/7/ucmdcm.wsdl

    If the call returns an XML file, then a web-service is on, meaning that the UNL file has been uploaded. If not, follow the directions in Import a UNL File into Service Manager.

  • Reason 4: An RFC has been created with at least one of the following mismatches:

    • The service does not exist in Service Manager.
    • One or more of the selected CIs does not exist in Service Manager.
    • The category value does not match a valid value in Service Manager.
    • The risk assessment value does not match a valid value in Service Manager.
    • The impact value does not match a valid value in Service Manager.

    • The urgency value does not match a valid value in Service Manager.

    Solution 4: Change the values for each of the possible mismatches listed above under Administration > Application Management > RFC > RFC Creation, so they match with the corresponding values in Service Manager. Save and activate the configuration for the settings to take effect.

  • Problem. Configuration Manager doesn’t display RFCs.

    Tip As a first step in identifying whether the problem is in UCMDB or Service Manager, you can execute a TQL query in UCMDB that fetches all RFCs from Service Manager. If RFCs are expected but do not appear in the query's results, it means that there is an issue with the integration between UCMDB and Service Manager.

    To execute this TQL query: log in to UCMDB and navigate to Modeling > Modeling Studio > Resources tab (select Queries as the Resource Type) > Configuration Manager > Configuration Manager – Do not modify > Generate RFC Queries and execute amber_rfc_by_id.

    • Reason 1: The integration point between UCMDB and Service Manager is either not correctly configured or does not exist.

      Solution 1: See the UCMDB documentation for details on how to set up the integration between UCMDB and Service Manager.

    • Reason 2: An RFC change phase value in the Configuration Manager settings does not match the RFC phase definition in Service Manager.

      Solution 2: Change the value for the RFC Change Phase field in the Configuration Manager settings to a valid value (as defined in Service Manager). Navigate to Administration > Application Management > RFC > Fetch RFCs Criteria > RFC Filters to change the settings. Note that the Change Phases field can contain multiple comma-separated values. Save and activate the configuration for the settings to take effect.

    • Reason 3: The RFC does not meet the time window condition defined in the Configuration Manager settings for fetching RFCs.

      Solution 3: Make sure that the RFC meets the time window condition in the Configuration Manager settings, or change the condition so that the RFC matches the time window. Save and activate the configuration for the settings to take effect.

    • Reason 4: The date and time format between the integration user used by Configuration Manager for this integration has a different format than the corresponding user in Service Manager.

      Solution 4: Make sure that the time format is defined identically for both user instances. In Configuration Manager, the Date Format definition is found under Administration > Integrations > Change Management > Service Manager > Date Format.