Errors and Troubleshooting

Cloud troubleshooting includes provisioning rules and error handling.

Check troubleshooting and error messages to help determine the solution to common issues.

Troubleshooting provisioning rules

The provisioning rule selected for a particular request is expected to populate all required variables before automatic provisioning can occur. If a required variable is not populated when all rule assignments are completed, the workflow assigns a task to a cloud operator to complete the assignments.

A Provisioning Rules Log appears on the task that details the provisioning rule action. The log includes information on testing rules, whether a rule was selected, which assignments were made, and what data might have been missing.

Azure troubleshooting

Common issues while configuring Microsoft Azure Cloud.

I created a Service Principal but could not discover any subscriptions

  • Make sure that you have used the correct Tenant/Client IDs and access key
    • Save the secret key when you create it on the Azure portal
  • Make sure that the secret key is still valid
  • Make sure that you have granted proper access to the service principal for the subscriptions you want this SP to manage. Contributor role is recommended.

I just ran a Discovery on one of my subscriptions, but no resources or only part of a resource was discovered

  • Ensure that the Service Principal has proper permissions as described in the first section
  • Check the Discovery log and ECC queue for errors (under Discovery status)

I ordered a new VM/Resource Group, but it is not on/ready

  • The request might be going through the manual approval process.
  • Most requests need additional mandatory information to be set before provisioning can occur. If the provisioning rule does not set all necessary information, the system generates a catalog task for the cloud operator to complete the request.
  • Provisioning can fail on the Azure platform. In this case, the system generates a task that the cloud operator must resolve.
    • Look for information in the task or go to the workflow context to look for clues. Sometimes Azure provisioning succeeds but the task timed out waiting for the VM/resource group to come up. An operator can make sure they are up on Azure portal and close the task to re-try Discovery.

I requested an action (like Start, Stop, or Modify) on a VM, but nothing happens

  • Some VMs are under change control. If the request meets a change condition defined by the cloud admin, then the request must be approved before the action can occur.
  • After the change request is approved, you may need to reload the VM form to see the Proceed with change action.
  • It is possible that the request failed on the Azure platform. In such a case, the system generates a CI task for the cloud operator to resolve the issue.

VMware error handling

Configuring virtual resources can produce errors, such as IP pools containing invalid addresses or excessively large CPU count offerings. Errors also can occur from issues within the vCenter configuration itself or from network issues.

When VMware vCenter detects a cloud management error, it sends the error description to the ServiceNow instance, which pauses the provisioning workflow and creates a task to correct the error. The provisioner to whom this task is assigned reads the error description in the task and opens the request item to correct the configuration. When the provisioner closes the task, the workflow checks the condition that produced the error and continues if the configuration is accepted.

Some problems cannot be resolved from within the instance. For problems in vCenter, consult the VMware documentation.

Activities where errors can occur

Provisioning errors can occur in several workflow activities.

Table 1. Activities where errors can occur
Activity Possible Errors
Clone Duplicate name, datastore out of space.
Reconfigure Excessive CPU and memory values.
Change Network Network does not exist.
Add Disk Size problems: Not enough space.
Change State Virtual machine deleted by another user.
Select IP Address Out of space in the IP pool or problems configuring the IP pool. Incorrect guest customization specifications.
Configure Windows Incorrect guest customization specifications.
Configure Linux Incorrect guest customization specifications.
VMware - Wait for VM to Start (Workflow) Incorrect guest customization specifications.

Example error condition - Duplicate clone name

A name has been given that is already in use to a VMware clone.

  1. vCenter detects the error and sends the contents of the error message to the ServiceNow instance.
  2. The system stops the workflow and creates a catalog task in the Cloud Operations Portal.

    This task shows that a requested instance named global-by-1 has generated an error.

  3. Open the task and identify the error. The description shows that global-by-1 is a duplicate name.
  4. Click the link in the Request item field to open the original request.
  5. Enter a unique name for the virtual machine and click Update for the catalog task to appear. The clone name for the virtual machine has the following requirements:
    • Maximum length is 80 characters. The special characters %, /, and \ are escaped in a clone name. A slash(/) is escaped as %2F or %2f, a backslash(\) is escaped as %5c or %5C, and a percent is escaped as %25. The special character % is not escaped when used to start an escape sequence.
    • Clone name is unique within a folder.
  6. Click Close Task. The Cloud Operations Portal appears and the task shows a state of Closed.
  7. The workflow resumes and checks the new clone name with vCenter.
  8. vCenter approves the name, and provisioning continues.