Troubleshooting

An existing connection was forcibly closed by the remote host

• Cause: Blocked network traffic.
• Solution: Ensure that network access is allowed to the following endpoint:
  • https://mx42-prd.eu.auth0.com/oauth/token

Aurora feature 'e902b525-7c02-44db-88dc-285aa7114130' is disabled

• Error Log:

  2024-07-18 11:23:46,848 ERROR 118 ServiceLayer (null) (null) (null) (null) 12.0.5.3445 - Aurora feature 'e902b525-7c02-44db-88dc-285aa7114130' is disabled
  

• Cause: Missing permission to use the specified feature.
• Solution: Review and adjust user permissions as necessary to enable access.

M42Next subscription missing feature

• Cause: The M42Next subscription is not configured to use the requested feature.
• Solution: Contact the M42Next core team to update the subscription configuration.

Resolution Helper does not show any entries for similar tickets or Knowledge Base Articles

• Details

  2025-01-27 05:56:02,166 ERROR 25 HostCommon (null) (null) (null)  (null) 12.1.1.4197   - AuroraIngestingWorker: failed to process activation task. Session id: 52a10cae-572f-4599-9256-b6a2ee50af28. Error: Matrix42.Common.PandoraException: Check M42Next feature enabled - failed: Forbidden - Forbidden.
  Response:{
    "errorId": null,
    "title": "Forbidden",
    "status": 403,
    "requestId": "0HN9S143ATFAI:00000004",
    "correlationId": "4955ecf4-ca79-4bca-96bf-186c5f46bf9b",
    "operationId": "b693d3da484ee73483a6e62afdf65a79",
    "errors": []
  }

• Solution: Contact the M42Next core team to update the subscription permission.
• Note: AI Search in Self Service Portal will as well not show any search results because ingestion overall fails

Batch insert request failed with BadRequest

• Details:

  
  {
    "errorId": "9077e51b-682c-4f7f-9357-a50b63755498",
    "title": "Failed to ingest events.",
    "status": 400,
    "requestId": "0HN6J79U0G0I2:00000CA3",
    "correlationId": "b927e4f2-3f34-4cc1-8788-59285666d69d",
    "operationId": "9d30dcf4f094e86d25e24054e805d3da",
    "errors": [
      "[97]: data.owner.displayValue is required.",
      "[155]: data.owner.displayValue is required."
    ]
  }
  

• Cause: Missing required fields in data ingestion.
• Solution: Ensure all required fields are populated in the source (ESM) data.

Error Message for Proposals

• Cause: Various issues, such as the API message size exceeding limits due to a large category tree.
• Solution: Currently under review. Contact support for further guidance if the error persists.

Key Constraint - ESMAiOpsJournalPickupAction

• Cause: Missing entry in Pickup-Table after updating the extension.
• Solution: Uninstall the extension and perform a clean reinstallation to resolve the issue.

The AI Assist  bar doesn't appear when I access the preview (on default navigation items)

• Cause: It might be that the according UI layer was not updated.
• Solution: Open the preview and save or publish it without applying any changes.

The AI Assist  bar doesn't appear when I access the preview (on Custom navigation items)

• Cause: The custom data set view layout must be updated with the 'ticket ai toolbar' control.
• Solution: Add the control to the Dataset View

1. Locate the Dataset View e.g.: 'Backlog Items Global Service Desk DataSetView' and click 'Change Layout'.
2. Once the layout Designer opens navigate to 'Toolbox' and search for "ticket ai toolbar".
3. Drag & Drop it to the canvas, with the result looking like this:
   
4. Publish the change.