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Log files for debugging BPM


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Hi, does anyone know if any of the log files include useful information when trying to determine why a bpm might be erroring.

I appreciate if I post the error here people will likely help determine the issue, but am interested generally if any of the logging might be useful for this.

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  • Victor changed the title to Log files for debugging BPM

@davidrb84 the log files will have the BP error so you can search it in there... if you give me an example of an error, I can show you how you can search the logs and identify them... you can then apply the same for any other errors you might encounter

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We've had a couple of instances of "No matching gotoif found" while these have all been resolved, I wouldn't hate being able to review the logs in these early days, as we're a little reliant on our colleagues to report the errors.

 

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@davidrb84 - ok. Let's start then :) First step into this investigation would be to identify when the error occurred. Just because is displayed on requests now, does not necessary mean it occured now. The error message will be displayed every time you open the request as opening the requests also loads the current state of the process which is in a failed state with that error. "No matching gotoif found" means that somewhere in your process, you have a decision node and that's where the BP is stuck, because the process cannot follow any of the branches of that decision node have. You would need to identify what that decision node is. Have a look at the process and activities performed on the request to give you an idea when the error occured. Once you have the info you need to look in ESPServerService log file:

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I suggest downloading the log file and investigate it using a text editor (I personally use Notepad++). The BP error will be recorded in the logs with an [ERROR] entry. Look for this in the logs matching the time when the error occured. You should then get the info you need (why the error occured).

 

Once you know why the error occured, the easiest way to deal with BP errors is to fix the BP instance associated to the request. For this you would need to have the experimental.feature.bpm.allowinstanceediting setting enabled.

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When this is enabled, in the process list view you will see a new icon/button:

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When you click on it you will be able to type in a BP instance ID (this is the process instance associated to a request). You can retrieve this info by querying the requests table, the field you need is h_bpm_id. Click on search button and it will show you options for the BP instance for the request:

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If you "Edit Process" it will open up the process configuration, for that process instance, highlighting in red the stage where the issue occurs and in that stage it will highlight in red the node where the issue occurs:

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You can edit the node, fix the issue the save the changes (the buttons on top right hand side). You can restart the process from here (to progress with teh changes you made) or you can restart the process from the request itself.

 

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@Victor We have been trying to get logs for a certain time period and we get nothing, the downloaded file just has today's information in it and nothing else this filter doesn't seem to work.

image.png.e8352c1ec425ef70e83e1be30e73365c.png

Any ideas on how to get the log files for specific times to find problems....

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3 minutes ago, Jeremy said:

the downloaded file just has today's information in it

@Jeremy - this is by design.... and the filter only works (or should work) if you reference today values... 

If you need to investigate an issue that did not occur today, do let us know and we can have a look to see if we can find out what and how...

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We are having an issue with one user and raising changes on 6th Aug at 09.35 a change was raised (CH00800598), the error is 

image.png.e08afe4c8223386f8ea6bd1e14e597cd.png

But every standard change that he raises 'errors' and has the same issues and does not follow the BPM process as intended.

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  • 2 weeks later...

@Victor I am struggling to find the name of the BPM instance that has broken, I can find a few requests that have a business process which does not work but I cannot find the actual BPM ID.

Do you know where I can find this information? 

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@Jeremy with access to Database Direct you can run this query to retrieve this info:

SELECT h_bpm_id FROM h_itsm_requests WHERE h_pk_reference = '<request_reference>'

Replace <request_reference> with the ...well.. request reference :D 

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