Troubleshoot maps in Service Mapping

You may need to resolve problems that occurred during discovery and mapping of a business service.

Before you begin

Role required: admin, sm_admin

About this task

If there are issues related with connectivity or credentials, Service Mapping may discover configuration items (CIs) partially, with some important properties missing. In this case the business service map displays discovery messages that explain the nature of error.

You can also use the following video to learn about troubleshooting maps in Service Mapping:

Procedure

  1. Navigate to Service Mapping > Services > Business Services.
  2. Click View map next to the business service that you want to view.
  3. Ensure that the map opens in the Edit mode enabling you to see discovery messages and errors.

    When you click Edit, the Discovery Messages section appears below the map.
  4. Click anywhere in the map outside CIs and connections to select the entire business service.
  5. Review discovery and mapping errors:
    OptionAction
    Find a CI correlating with an error Click the error on the Discovery Messages tab.

    In the map, the related CI or a CI connection is marked in yellow.

    Review all errors related to a CI on the Discovery Messages tab Click the CI in the map.
    Review all errors related to a CI in the Discovery Messages pop-up window Hover over the CI in the map.
    The Discovery Messages pop-up window showing errors .
    To view more details related to an error Right-click on the error and select Show discovery log.
  6. Resolve errors as described below.
    Message type Actual message Recommended action
    Service Mapping failed to connect to a target server. Host is not reachable by WMI/SSH. Either there is a load balancer or WMI/SSH is blocked by firewall.
    If the host is part of a cluster behind a load balancer, configure the load balancer IP manually as follows:
    1. Right-click on the warning icon () and select Add the Management IP.
    2. Enter the host or IP address of the relevant load balancer.
    3. Click OK.

    If Service Mapping cannot reach the target server on the port used by the WMI or SSH protocols, check that the MID server can access this port. If not, configure the firewall to allow this communication or install an additional MID server in a location that allows access to the target server.

    Host is not reachable by SSH/WMI/SNMP, but answers to ping.

    Or

    Host is not reachable by SSH/WMI/SNMP and does not reply to ping.

    Check that the MID server can connect to the target server.

    No MID servers found for IP.

    Check that the MID server is configured to serve this IP address.

    Service Mapping could not log into a target server because it used wrong credentials. SSH authentication failed on host.

    Verify that correct credentials are entered in the credentials screen as described in Introduction to credentials.

    Windows authentication failed on host.

    Verify that correct credentials are entered in the credentials screen as described in Introduction to credentials.

    Failed to connect to SNMP host. Perform the following:
    • Verify that correct credentials are entered in the credentials screen as described in Introduction to credentials.
    • On ACL (Access List) of the target server, check that the entered credentials allow communication from the MID server.
    Service Mapping failed to fully discover an application. Failed to recognize application. See the discovery log for more details by right-clicking the warning icon () and selecting Show discovery log.