Troubleshooting Steps for RBA

These troubleshooting steps provide solutions for various issues related to the RBA component, such as not being able to reach the component, unauthorized access, no response from API, and incorrect status codes. The steps involve checking the configuration, enabling the RBA job, ensuring the services are up, and verifying the credentials and URLs.

“Not able to reach the component”

Table 1. Table 53 - RBA: Scenario 1
Issue Description Error message “Not able to reach the component” appears on Manage Jobs Job Log screen of respective Job
Modules Impacted RBA

Steps to resolve

  1. Go to Manage Jobs and check if the RBA Job is enabled and successful. If not, enable it.
Figure 1. Figure 97 – RBA: Error message “Not able to reach the component”
  1. For e.g. –
  • Organization Name - BigFix
  • Job Name - ExecuteRunbookBigFix
  • Component Name- RBA Service
Figure 2. Figure 98 - RBA: Error message “Not able to reach the component” (cont.)
  1. Ensure that RBA service is up on component server.
  2. Ensure that Listener service is up on component server.
  3. If Listener is not picking up RBA service, then troubleshoot the service. Refer to Troubleshooting Steps for Listener.

“Interaction Failed – Unauthorized”

Table 2. Table 54 - RBA: Scenario 2
Issue Description Error message “Interaction Failed – Unauthorized” appears in Manage Jobs Job Log screen of respective Job
Modules Impacted RBA

Steps to resolve

  1. Ensure that below configurations are completed for RBA component.
  • Runbook Tool and Parameters
  • Map Runbook Tool
  • Map Runbook
  • Manage Execution Scope
  • Build Model
  1. Refer to BigFix Runbook AI Configuration Guide for additional information.

“No Response from API”

Table 3. Table 55 RBA: Scenario 3
Issue Description Error message “No Response from API” appears in Manage Jobs Job Log screen of respective Job
Modules Impacted RBA

Steps to resolve

Ensure that below configurations are complete for the RBA component.

Figure 3. Figure 99 - Error message “No Response from API”
  • Parameter - PushNotificationEnable Y - ANSIBLE TOWER/CLI
  • Parameter - PushNotificationEnable N

“Unauthorized HTTP status code”

Table 4. Table 56 - RBA: Scenario 4
Issue Description Error message “Unauthorized HTTP status code” appears in Manage Jobs Job Log screen of respective Job.
Modules Impacted RBA

Steps to resolve

Ensure that Runbook Tool URL / IP address and UserID / Password are correct

“API is not reachable”

Table 5. Table 57 - RBA: Scenario 5
Issue Description Error message “API is not reachable” appears in Manage Jobs job Log screen of respective Job
Modules Impacted RBA

Steps to resolve

Ensure that Push Notification API IP address and API User Id and Password are correct

Error while setting value to 'RequestDetails' on 'Hcl.RbaService.Entities.Common.ToolInfo”

Table 6. Table 58 - RBA: Scenario 6
Issue Description Error while setting value to 'RequestDetails' on 'Hcl.RbaService.Entities.Common.ToolInfo” appears
Modules Impacted RBA

Steps to resolve

Ensure that Runbook Tool URL/IP address and USERID/ Password are correct. User id Should be without Domain Address.

“target_host is undefined”

Table 7. Table 59 - RBA: Scenario 7
Issue Description ERROR! The field hosts have an invalid value, which includes an undefined variable. The error is: target_host is undefined
Modules Impacted RBA

Steps to resolve

  1. Ensure that below configurations are completed for RBA component.
  • Runbook Tool and Parameters
  • Map Runbook Tool
  • Map Runbook
  • Manage Execution Scope
  • Build Model

Unauthorized HTTP Status Code

Table 60 - RBA: Scenario 8

Issue Description Error in RBA URL due to unauthorized credentials
Module Impacted RBA, irecommend, iparsing
Probable root cause

Invalid credentials.

C:\Users\ananya.s\AppData\Local\Microsoft\Windows\INetCache\Content.MSO\88EFCE26.tmp

Figure 100 – Unauthorized http status code
Steps to resolve

1. Fetch the RBA details.

2. Check for the authentication credentials of RBA

3. Look for the username and password whether it is provided correctly.

Presence of Null Value in Runbook

Table 61 - RBA: Scenario 9

Issue description Presence of null or empty values in the parameters while we import runbook file to console
Modules Impacted RBA, Manage runbook
Probable root cause

Null values in the parameters

C:\Users\ananya.s\AppData\Local\Microsoft\Windows\INetCache\Content.MSO\AA3565E6.tmp

Figure 101 – Error for null value in parameter
Steps to resolve
  1. Ensure all the fields are updated and there is no empty/null parameters.
  2. Remove the null values.

Invalid Rest API Method Used

Table 62 - RBA: Scenario 10

Issue Description Invalid method is used in manage runbook tool.
Modules Impacted RBA
Probable root cause

Invalid REST API Method provided

C:\Users\ananya.s\AppData\Local\Microsoft\Windows\INetCache\Content.MSO\911A5515.tmp

Figure 102 – Error for invalid method used in runbook tool
Steps to resolve
  1. Check the method used in runbook tool.
  2. Change the method to POST.

Failed to Execute Job

Table 63 - RBA: Scenario 11

Issue description Failed to find the http status code for incident by using wrong Runbook API URL.
Modules Impacted RBA
Probable root cause

Invalid Runbook API URL

C:\Users\ananya.s\AppData\Local\Microsoft\Windows\INetCache\Content.MSO\A3B9C57E.tmp

Figure 103 – Not Found http status code for invalid API URL
Steps to resolve
  1. Check the Runbook Tool API URL.
  2. Change the Runbook Tool Api URL.

Incorrect Status Code

Table 64 - RBA: Scenario 12

Issue description Incorrect status code due to unauthorized credentials in Runbook Tool integration.
Modules Impacted RBA
Probable root cause

Invalid credentials in Runbook Tool integration.

C:\Users\ananya.s\AppData\Local\Microsoft\Windows\INetCache\Content.MSO\397D0148.tmp

Figure 104 – Unauthorized status code for Runbook tool
Steps to resolve Check the runbook tool username and password configured for Runbook Tool.