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 to connectivity or credentials, Service Mapping discovers 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 Edit mode displaying 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 Point to 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. If you identify a pattern-related error in the Discovery Log window, fix the pattern as described in Troubleshoot pattern-related mapping errors.
  6. Resolve errors as follows:
    Symptom Resolution
    • The business service map displays the warning icon () on top or instead of the configuration item.
    • The following error message displays for the configuration item: Failed to execute command using sudo on host <host IP address>.
    KB0621669: Resolving failure to execute commands using sudo during Discovery in Service Mapping
    The following error message displays for the configuration item: Access is denied. KB0564283: Resolving an issue of denied access to a Windows Server
    • The business service map displays the warning icon () on top or instead of the Windows Server.
    • The following error message displays for the Windows Server: Failed to execute WMI command on host.
    KB0564296: Resolving failure to run commands on Windows Servers during discovery in Service Mapping
    • The business service map displays the warning icon () on top or instead of the Windows Server.
    • The following error message displays for the Windows Server: RPC Server unavailable.
    KB0564282: Resolving issue of RPC Server unavailable during Windows Server discovery in Service Mapping
    • The business service map displays the warning icon instead of the load balancer CI.
    • The following error message is displayed: Service Mapping triggered the horizontal discovery to find the host x.x.x.x, because this host was not in the CMDB. The horizontal discovery failed. See discovery status for more info.
    KB0610414: Resolving failure to discover operating system for a load balancer
    Instead of the map, the following error message displays: Cannot display the map. Topology too large. KB0596671: Resolving a large topology issue in business service maps
    A Virtual IP (VIP) for a load balancer service CI is sometimes updated with the IP addresses of another load balancer. KB0610412: Resolving load balancers merging into one CI in Service Mapping
    The map displays incorrect virtual IP names for load balancers. KB0610413: Resolving incorrect virtual IP names of load balancers in Service Mapping
    The business service map consists of different CIs every time you run the mapping process on the same entry points to discover the same business service. KB0595227: Troubleshooting inconsistent mapping results
    A cluster CI appears detached from all CIs in map tiers above or below it. KB0621531: Resolving disconnected cluster CIs on the business service map
    • The map displays either the load balancer configuration item (CI) with a warning icon or just the warning icon
    • The following error message appears for the CI that is expected to be the load balancer in the business service: Failed to recognize application. See the discovery log for more details.

    KB0621576: Resolving failure to discover VIP for a load balancer
    The business service map shows a different load balancer from the one you expected to see in this business service. KB0621616: Business service map displays a wrong load balancer in Service Mapping
    • The business service map displays the warning icon () on top or instead of the configuration item.
    • The following error message displays for the configuration item: SSH command timed out on host.
    KB0621670: Resolving the issue of SSH command time out during discovery in Service Mapping
    • The business service map displays the warning icon () on top or instead of the configuration item.
    • The following error message displays for the configuration item: Failed to communicate with the WMI collector.
    KB0621673: Resolving a failure to communicate with the WMI Collector during discovery in Service Mapping