Troubleshooting Guide

Updated on 24 May 2023
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In this troubleshooting section, we'll walk you through some of the most common issues faced by users and provide you with step-by-step solutions to get your processes back on track.

Problem	Solution
Scripts are not linking to tickets in Summit (SR/IM)	This issue may be due to the RabbitMQ service or the Event Listener service being down. To resolve this issue, check the status of these services and start them if they are not running. Once the services are running, scripts will successfully link to tickets.
Current user is not authorized to access the Service Automation module	Check the status of Export Summit Users to Orchestration DB job in the Summit Scheduler. Enable this job if it is not running. Additionally, check the role template level access for the user to ensure they have necessary permissions to access Service Automation module.
Catalog Name and Tenant details are not loading on the Workflow editor configuration page	Check the API configurations for the Tenant List, Service Request Details, and Service Request Master Data sources. Make sure to provide the test values and verify the results. If the results are not loading, validate the API URL and API key.
Error while loading the data in Service Automation configuration pages	Check the API connectivity by logging in to the server where the Orchestration API is hosted and browsing the API directory. Verify the connection string in the configuration file.
Unable to retrieve inputs from the catalog	Reconfigure the catalog details in Workflow configuration.
Parameters are not displaying in Workflow script configuration	Remove the script from the workflow, then re-attach it and check for parameters.
Scripts are not visible in the workflow configuration	Go to the script configuration page and check the script status. The script status should be Published in order to be visible in the workflow configuration. Publish the scripts if it's not published.
Script parameters are not displayed, or incorrect values are shown in the workflow configuration	Remove the script from the workflow, reattach it, and verify the parameters. If the issue persists, ensure that the script is published and try again.

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