Troubleshooting Steps for Generic Services

Troubleshooting steps for generic services, including resolving issues with logs not being deleted, not able to reach the component, service running but issues persisting, job failure, logs not deleting from the log table, ticket stuck in MoveToAssignationDecision, and no runbook available for scheduling.

Logs are not deleted from Log table

Table 1. Table 46 – Generic Services: Scenario 1
Job Name iAutomatePurgeData
Issue Description

Logs are not deleted from Log table

Figure 1. Figure 87 – BigFix Runbook AIPurgeData
Table Impacted Log4NetLog, JobExecutionLog, JobExecutionRequestDetails

Steps to resolve

Go to the job and ensure that the job is enabled. Enable the job if it isn’t already.

The Log reads ‘Not able to reach the component’

Table 2. Table 47 - Generic Services: Scenario 2
Job Name iAutomatePurgeData
Issue Description The Log reads ‘Not able to reach the component’
Table Impacted Log4NetLog, JobExecutionLog, JobExecutionRequestDetails
Probable Root Cause

Not able to reach the component

Figure 2. Figure 88 – BigFix Runbook AIPurgeData error

Resolution Steps:

  1. Go to iAutomatePurgeData job, open the job log. If the log reads ‘Not able to reach the component’ then check the status of Generic service by following below steps:
  1. Go to the server where services are installed.
  1. Press Win+R and type services.msc.
Figure 3. Figure 89 - BigFix Runbook AIPurgeData error (cont.)
  1. Click OK to open Windows Services.
Figure 4. Figure 90 - BigFix Runbook AIPurgeData error (cont.)
  1. Click on any of the listed services. Type ‘H’ and search for HCL.iAutomate.GenericExecutor. Select it.
  2. Click Start to start the service, if it’s not running already.
  3. To check if the service is running fine, perform the below steps:
  1. Load the WSDL of Generic Service by entering the URL on browser. For e.g. Error! Hyperlink reference not valid..
  1. If the below page appears, it implies that either service is not running or there is some issue with Generic Service. Contact the System Administrator for resolution.
Figure 5. Figure 91 - BigFix Runbook AIPurgeData error (cont.)
  1. If the below page appears, it implies that service is running fine.
Figure 6. Figure 92 - BigFix Runbook AIPurgeData error (cont.)

WSDL gets loaded successfully but issues persist

Table 3. Table 48 - Generic Services: Scenario 3
Job Name iAutomatePurgeData
Issue Description Service is running and WSDL gets loaded successfully but still issues persist
ModulesImpacted Log4NetLog, JobExecutionLog, JobExecutionRequestDetails

Steps to resolve

  1. Check the logs in the 'Component Log' page corresponding to APIWindowServices.
  1. If the error doesn’t appear on the ‘Component Log’ page, then check the log file. The log file is located in the folder in which the components are installed which is given while installation Generic Service iAutomateLog.
  2. If the user has database access, then execute the below command:

exec getjobtorundetails 'Gen','Y',''

  1. If the above command doesn’t provide any data, then contact the System Administrator.

Job Failure

Table 4. Table 49 - Generic Services: Scenario 4
Job Name iAutomatePurgeData
Issue Description Job Failure

Steps to resolve

  1. Check the logs in Component Log page corresponding to Main Listener.
  1. Check if the listener is able to hit the Generic Service. If the below error appears, it implies that Listener is not able to hit the Generic Service.
Figure 7. Figure 93 - Job Failure
  1. If listener is able to hit Generic service but not providing data, then check whether the request JSON has SP name or not. Also, check database name and connection string are valid or not.
Figure 8. Figure 94 - Job Failure (cont.)
  1. To check connection string, go to BaseUI config and set the value of key ‘IsDecryptConnection’ as ‘Y’.
  2. Then login to Product and go to Connection Details page and edit the connection string for the database and check the decrypted connection string.
  3. Change the value of ‘IsDecryptConnection’ back to ‘N’ in BaseUI config after verification.

Logs are not deleting from the Log Table

Table 5. Table 50 - Generic Services: Scenario 5
Job Name PurgeData
Issue Description Logs are not deleting from the Log Table
Table Impacted DataSourceDetails, DataSourceParamDetails, DataSourceFetrchResponseMapping, iIncident, JobExecutionLog, iIncidentRunBookExecutionLog

Steps to resolve

Refer to the same steps followed for resolving Table 49 - Generic Services: Scenario 4 job.

Ticket is stuck in MoveToAssignationDecision

Table 6. Table 51 – Generic Services: Scenario 6
Job Name ProcessAuto
Issue Description Ticket is stuck in MoveToAssignationDecision
ModulesImpacted RBA, Release

Steps to resolve

Refer to the steps followed for resolving iAutomatePurgeData job in Table 49 - Generic Services: Scenario 4 Table 49 - Generic Services: Scenario 4.

No runbook is available for scheduling

Table 7. Table 52 - Generic Services: Scenario 7
Job Name ScheduleRunbook
Issue Description

No runbook is available for scheduling

Figure 9. Figure 95 – ScheduleRunbook
Modules Impacted Recommendation, iParse, RBA, Release
Probable Root Cause No runbook is mapped to the organization

Steps to resolve

Go to Map Runbook to map the runbook with the Organization.

Figure 10. Figure 96 – ScheduleRunbook (cont.)