Summary

Lists of the 1E ITSM Connect app messages. These can be used to troubleshoot procedures on particular forms and pages of the interface.


On this page:

Incident Form

S.No.SymptomDescriptionWorkaround
1.A message "Please save the incident before running an instruction" is being shown under '1E ITSM Connect' tab on incident form.This message is shown when user is trying to create a new incident.

The incident being viewed hasn't been saved yet. You must save the incident to remove this error message. The Incident can be saved by either:

  • clicking the Submit button in the toolbar.
  • selecting the Save option from the right-click context menu for the toolbar.
2.A message " Please confirm that the targeted host CI exists and is online, connected to Tachyon. The Tachyon API is not responding. Please contact your administrator if problem persists." is being shown under '1E ITSM Connect' tab on incident formThis message is shown when user clicks on 'Run Instruction' button under '1E ITSM Connect' tab on incident form.

The name of device mentioned in the Configuration item field isn't valid. Even if it exists on the domain it might not be registered with the Tachyon Server. You need to ensure the target CI name is correct and also make sure that:

  • The CI is up and running
  • The Tachyon Agent is installed and running on the device
  • The Tachyon Agent on the device has connected with the Tachyon Server.
3A message"Please select an instruction to run." is being shown under '1E ITSM Connect' tab on incident form This message is shown when user clicks on 'Run Instruction' button under '1E ITSM Connect' tab on incident form with out 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 Instruction button to execute that instruction.
4 A message"Please fill in all of the parameters." is being shown under '1E ITSM Connect' tab on incident form This message is shown when user clicks on 'Run Instruction' 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 instruction button.


API Configuration page

S.No.SymptomDescriptionRemediation
1.A message "Access is denied due to invalid credentials. You do not have permission to perform this action using the credentials that you supplied." is displayed on the API Configuration pageThis message is shown when user clicks on "Test Server Connection" / "Retrieve Instructions" button on the API Configuration pageThe credentials used for communicating to tachyon are not valid. You need to make sure that "Tachyon User Name" mentioned in API Configuration page is right and is mentioned in domain\username format. Also make sure that the Tachyon User Password added for this user name is correct.
2.A message "The MID Server is not responding. Please confirm the connection details and that the MID Server is valid and online." is displayed on the API Configuration page.This message is shown when user clicks on "Test Server Connection" / "Retrieve Instructions" button on the API Configuration page when the Tachyon is not hosted over the cloud/ internet and user is using a mid server to communicate to Tachyon.Make sure that the "MID Server" name mentioned on the API Configuration page is correct. Also the MID server used for the communication is "Up" and has a "Yes" value in validated column.
3A message "Some mandatory API configuration settings are empty. Please provide all required information before testing the connection." is displayed on the API Configuration page.This message is shown when user clicks on "Test Server Connection" / "Retrieve Instructions" button on the API Configuration pageMake sure that there is no empty field on the API Configuration page.Please ensure that all the fields have been filled properly. Only ‘MID Server’ field is optional when Tachyon is hosted over internet.
4 A message "There was an error while retrieving Tachyon instructions. Please check the configuration settings and try again." is displayed on the API Configuration page. This message is shown when user clicks on "Retrieve Instructions" button on the API Configuration pageMake sure that all the fields on the API Configuration page have been filled properly. Cross verify the Tachyon Server URL.

Also, Please ensure that tachyon server is up and running and is reachable over the network.
5 A message "There was an error connecting to Tachyon server. Please check the configuration settings and try again." is displayed on the API Configuration page. This message is shown when user clicks on "Test Server Connection" button on the API Configuration pageMake sure that all the fields on the API Configuration page have been filled properly. Cross verify the Tachyon Server URL.

Also, Please ensure that tachyon server is up and running and is reachable over the network.


The following tables show the info/success messages on various pages:

Incident Form

Message

Description

There are some instructions still in progress - view

If there are related instruction in status 0,1,5,4,-1(Created,Awaiting Approval,In progress,Sent,Triggered)

<attachment_name> attached successfully. Click on 'Manage Attachments' to view all attachments

Attachments

API Configuration page

Message

Description

Tachyon server connection verified successfully.

API Configuration test connection successful .HTTP Status 200 or exception for test connection

Tachyon instructions retrieved successfully.

When all the instructions data is retrieved from tachyon