1E ITSM Connect app messages
Lists of the 1E ITSM Connect app messages. These can be used to troubleshoot procedures on particular forms and pages of the interface.
The following tables show the info/success messages on various pages:
Incident Form
Error Messages
S.No. | Symptom | Description | Workaround |
|---|---|---|---|
1 | A message "Please save the incident before running an instruction." is being shown. | This message is shown when user is creating a new incident and clicks on RUN button under 1E ITSM Connect tab on incident form without saving it. | The new incident created is not saved. You should save the details of the incident first using the Submit button and then click on RUN button to execute that instruction. |
2 | A message "Please confirm that the carted host server exists and is online and is able to connect to 1E. Please contact your administrator if the problem persists." is being shown. | This message is shown when user clicks on RUN button under 1E ITSM Connect tab on incident form. | The name of the device mentioned in the Configuration item field is invalid. Even if it exists on the domain, it is not registered with the 1E Server. You should correct the target CI name. Also make sure that the CI is up and running and registered with 1E Server. |
3 | A message "Please select any specific instruction to run." is being shown. | This message is shown when the user clicks on RUN button under 1E ITSM Connect tab on incident form without selecting an instruction in instruction box. | There is no instruction selected in the Instructions box. You should select the instruction you want to run using the instruction box under the 1E ITSM Connect tab on the incident form, and then click the RUN button to execute that instruction. |
4 | A message "Please provide values for all the parameters" is being shown. | This message is shown when user clicks on RUN button under 1E ITSM Connect tab on incident form without filling in all the required parameters for executing the instruction. | The value for required instruction parameters are not filled. You should fill in appropriate values to all the instructions parameters before hitting run button. |
5 | A message "Please select a host server to run the instruction. Contact your system administrator if the problem persists." is being shown. | This message is shown when the user clicks on RUN button under 1E ITSM Connect tab on incident form without selecting the target Configuration item (CI). | Select a value in Configuration item (CI) field before clicking on the RUN button again. |
6 | A message "This instruction has already been requested and is in status Waiting for Approval." is being shown. | This message is shown when the user attempts to re-run the instruction, which is already pending for approval. When you click on View link, you can see all the incidents associated to the triggered instruction. | You should wait for the approval of the instruction which was fired earlier. In case the instructions has parameters, then you can fire the same instructions again by changing the value of parameters. With the changed values of parameter, the instructions are treated nonidentical. |
7 | A message "The instruction is taking longer than expected to return results. Please check again for results in a minute." is being shown. | This message is shown when the instruction executed is taking relatively longer than expected. | You can click on Retry link embedded in the message to view the available results after some time. |
8 | A message "This instruction requires an approval and no approver is currently set up in the system. Please contact your system administrator." is being shown. | This message is shown when the user tries to run a 1E instruction which requires an approval and no approver role is set up in ServiceNow. | You should contact your administrator to set up an approver role in ServiceNow. |
9 | A message "Unable to open 1E Explorer. Please validate 1E Core app configuration." is being shown. | This message is shown when the user clicks on 1E Explorer link on the incident form and 1E Core admin has not configured 1E Explorer URL. | Update the 1E Explorer URL property in 1E Core app. |
10 | A message "Internal Server Error 500" occurs. | This error message appears when the Agent Workspace's API calls fails to get the response within the stipulated time. The user clicks on the 1E Explorer link on the incident form, and the 1E response is timed out after 30 seconds. | Add two new fields in sys_properties table and assign the following values:
|
11 | A message "Please ensure that the selected CI exists on 1E" appears. | This error message appears when the Agent Workspace's API calls fails to get the response within the stipulated time. | At first check the App Configuration values, if all are correct, then
|
Information Messages
Message | Description |
View - the instructions that are still in progress. | If there are related instruction in status: Approval Required |
<attachment_name> attached successfully. Click on Manage Attachments to view all attachments | When the responses are successfully attached to the selected incident. |
The instruction has been submitted to 1E and is waiting for approval. You can track the instruction response in instruction history. | When user attempts to execute an instruction that is waiting for approval. |
There were no results returned from the targeted endpoint for this instruction. | If the status of 1E instruction is Completed and no Response is received. |
App Configuration page
Failure Messages:
Message | Description | Workaround |
Server connection test failed. Please validate your credentials and 1E Core app server configuration details. | The Test Server Connection failed | Check the configuration settings in the 1E Core App Configuration Page |
Instructions retrieval failed. Please validate your credentials and 1E Core app server configuration details. | Retrieve Instructions failed | Check the configuration settings in the 1E Core App Configuration Page |
Experience entitlement validation failed. Please validate your credentials and 1E Core app server configuration details. | Check Entitlement failed | Check the configuration settings in the 1E Core App Configuration Page |
Success Messages:
Message | Description |
Connection test was successful. | The Test Server Connection succeeded |
Instructions retrieved successfully. | Retrieve Instructions succeeded |
Experience entitlement validation successful. | Check Experience Entitlement succeeded |
Multi-tenant Configuration
Failure Messages:
Message | Description | Workaround |
|---|---|---|
Server connection test failed. Please validate your credentials and Multi-Tenant Configuration details. | The Test Server Connection failed | Check the configuration settings and validate the credentials in the Multi-Tenant Configurations page |
Instructions retrieval failed. Please validate your credentials and Multi-Tenant Configuration details. | Retrieve Instructions failed | Check the configuration settings and validate the credentials in the Multi-Tenant Configurations page |
Experience entitlement validation failed. Please validate your credentials and Multi-Tenant Configuration details. | Check Entitlement failed | Check the configuration settings and validate the credentials in the Multi-Tenant Configurations page |
Success Messages:
Message | Description |
|---|---|
Connection test was successful. | The Test Server Connection succeeded |
Instructions retrieved successfully. | Retrieve Instructions succeeded |
Experience entitlement validation successful. | Check Experience Entitlement succeeded |