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Fix business service errors in bulk

Fix business service errors in bulk

Service Mapping classifies errors by their root cause, for example, missing credentials or task timeout. For a fast and efficient process, fix errors belonging to the same category in bulk.

Before you begin

Role required: sm_admin or admin

About this task

You can view errors by category, for example, Configuration, Network, and Credentials. Each category tile also displays the error counter.

As part of the Service Mapping workflow, after you map business services in bulk, you can fix multiple business service errors in bulk (as a group).


Fixing errors in bulk as part of the Service Mapping workflow

After performing initial mapping, Service Mapping rediscovers configuration items (CIs) regularly, constantly updating the list of errors. Discovery schedules define how often Service Mapping runs the discovery process for CIs. Service Mapping discovers only CIs belonging to business services with Operational status.

There may be discovery errors not assigned to any category:
  • After upgrading Service Mapping from Jakarta release or earlier.
  • If there are configuration items (CIs) that have errors associated with them, and that were first removed from business services and then readded to business services.

Procedure

  1. Navigate to Service Mapping > Home and then click Fix Your Services in the Fix box.
    The number in the Fix box indicates the number of affected service maps. Click Update () to update the display.
    Note: To fix the errors for a particular service instead, click Manage Errors by Service.
  2. If there are uncategorized errors, you can categorize them by business service:
    1. Click View Uncategorized Errors by Service.
    2. Click the relevant service name.
    3. On the business service map, click Run Discovery.
      Service Mapping discovers all CIs discovered with errors and belonging to this business service.
  3. If there are uncategorized errors, categorize them by clicking Rediscover Relevant CIs, and clicking Continue in the confirmation message.
    Service Mapping discovers all CIs discovered with errors and belonging to business services with Operational status.
    Note: Alternatively, you can classify uncategorized errors by business service as described in Categorize discovery errors after Service Mapping upgrade .
  4. Click an error category box.
    In the example below, configuration errors are selected.
    • The Errors by Category page organizes errors by high, medium, and low impact on the services.
    • For each impact category, errors are grouped into boxes by error code (possibly the root cause).
    • If error tasks have been assigned, the task numbers appear in the box. Click a task to view details. Point to a task to view comments that the assigner might have added. A check mark indicates that a task is completed.

    Errors that share identical error codes
  5. To view the list of errors that share an error code, click the box. In the example, All patterns failed is selected.
    You can perform one of the Recommended Actions on items that you select or on all items in the list.


  6. Click an action in the Action on All section, or select errors and click an action in the Action on Selected section.
    Retry Discovery
    Performs the full Discovery process. You typically perform Discovery after following the fix instructions that appear when you click View instructions.
    View affected services
    Displays a popup list of all services that are affected by the selected error. In the list, click a service to view service details.
    Mark as assigned
    Apply the Mark as assigned action when you plan to perform an out-of-band action to notify a person to fix the error (typically a person who does not use the ServiceNow instance). You can enter a Comment in the Mark as Assigned popup. Click Update to set the Error Status field in the error record as Assigned and associate the Comment with the error. To view the comment, point to the Assigned link.
    Note: The Create ServiceNow task action also sets the Error Status field in the error record as Assigned.
    Create a ServiceNow task
    Opens the ServiceNow Error task form in a pop-up window so you can create and assign a task for the selected errors. Sets the Error Status field in the error record as Assigned. For information on creating error tasks, see Task table and Create a task from an incident, problem, or change request .
    Note: The Mark as assigned action also sets the Error Status field in the error record as Assigned.

    Error task form
    Retry Discovery
    Performs the full Discovery process. You typically perform Discovery after following the fix instructions that appear when you click View instructions.
    View instructions
    Displays a troubleshooting procedure in a pop-up window. Follow the steps to try to resolve the error.
    Ignore Error
    Right-click an error and then select Ignore Error to set the Ignored value to true.
    The system performs the action on the items, displays In progress, and then displays the result (success or failure) of the action. If the error is resolved, the Error Status field in the error record is set to Resolved.
    Note: If an action (for example, Discovery) is in progress, but taking too long, you can click Stop to stop the action.
  7. Click Done to close the status message.
  8. If you performed an action on a selection and the error was resolved, you can click Resolve All to apply the same action to all items in the list.