Thank you for your feedback.
Form temporarily unavailable. Please try again or contact docfeedback@servicenow.com to submit your comments.
Versions
  • Madrid
  • London
  • Kingston
  • Jakarta
  • Istanbul
  • Helsinki
  • Geneva
  • Store
Close

Fix errors in individual business service maps

Log in to subscribe to topics and get notified when content changes.

Fix errors in individual business service maps

You can address discovery issues in each business service map individually.

Before you begin

Role required: sm_admin

About this task

You can fix errors in individual business services at any time, but typically, you do it after you resolve errors in bulk.

Figure 1. Service Mapping workflow

Fixing errors in individual business services as part of the Service Mapping workflow

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.

    Discovery messages appear below the map.
    CIs discovered with errors appear with the warning icon () on the map. Discovery messages on the Discovery Messages tab give short error descriptions.
  4. (Optional) Group errors by types by clicking Group Errors.
    The discovery error messages on the Discovery Messages tab appear grouped by predefined types, error codes.
  5. To review and fix an error from the list, click Handle Error next to the error description.
    Or
  6. To review the first error in the largest error group, click Handle Next Error at the left top corner of the map.
  7. To learn how to resolve the error, click Open instructions under Action on Selected in the right pane.
    Note:

    Instructions are available only for the most common errors.

    The Instructions window opens.
  8. Click the relevant option to resolve the error under Action on Selected in the right pane.
    Error resolving options vary, because they depend on the specific discovery error associated with the selected CI.
    Use this optionTo do this
    Add Management IP Define the management IP for the server hosting the application, which Service Mapping failed to discover.
    Create new WMI credentials Open the Windows Credentials form and configure missing Windows credentials for the selected CI. See Windows credentials.
    Create new SSH credentials Open the SSH credential form and configure missing SSH credentials for the selected CI. See SSH credentials.
    Create new SSH private key Open the SSH private keys form and configure missing credentials for the selected CI. See SSH credentials.
    Create new SNMP credentials Open the SNMP credentials form and configure missing SNMP credentials for the selected CI. See SNMP credentials.
    Show Discovery Log See the log to understand at what stage an error occurred and what caused it.
    Skip and resume Manually add the CI whose discovery failed and configure attributes of the entry point from which Service Mapping continues discovery. For more information, see Skip errors to continue discovering a business services.
    Retry discovery Run the discovery process for the selected CI after trying to resolve a discovery error associated with it.
    View affected services Displays a list of all services that are affected by the selected error. In the list, click a service to view service details.
  9. If there are no instructions available, you can fix errors based on symptoms and discovery messages:
    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
    There is no load balancer CI on the business service map. There are connections going directly from the entry point of the business service to the next tier CIs. The rest of the CIs also disappear from the map. KB0621529: Resolving the issue of a load balancer disappearing from the business service map
    • 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

    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
    • 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: No active MID Server found for IP X.X.X.X.
    KB0622808: Resolving a failure to find a MID Server for an IP address
  10. To ignore an irrelevant error, right-click its error message on the Discovery Messages tab and select Toggle Ignore State.
    The ignored error disappears from the map and from the list of discovery error messages.
    Note: If necessary, you can still display ignored errors by switching on the Include Ignored Errors option under More Options menu. For more info, see Modify view for business service map.
  11. Click Handle Next Error to review the next error in the largest error group.
  12. When finished reviewing and handling errors, click anywhere in the map to close the Resolve Error pane.

What to do next

If you resolved most errors, send the business service for review.
Feedback