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Runbook AI (Add-on)
The Runbook AI (Add-on) is designed for both BigFix Runbook AI administrators and end users who are working towards the resolution of IT support tickets. Its primary purpose is to help BigFix administrators to easily monitor the health of their servers and initiate well-informed recovery actions with specialized Runbooks AI.
Troubleshooting Guide
This guide provides instructions to troubleshoot some of the commonly occurring issues along with the resolution steps. This information is intended for administrators responsible for installing, configuring, and supporting BigFix Runbook AI product.
Troubleshooting Scenario
This section provides a troubleshooting guide for the most common issues in BigFix Runbook AI, categorizing them based on the different components and offering resolution steps.

Runbook AI (Add-on)
The Runbook AI (Add-on) is designed for both BigFix Runbook AI administrators and end users who are working towards the resolution of IT support tickets. Its primary purpose is to help BigFix administrators to easily monitor the health of their servers and initiate well-informed recovery actions with specialized Runbooks AI.
- Introduction
  This guide provides you with an overview of BigFix Runbook AI and its features and benefits. It also provides an architectural overview and talks about various configurations and end user activities in brief.
- Pre-requisites guide
  This guide provides instructions to install the prerequisites required for BigFix Runbook AI. This includes the installation of MongoDB and Solr for both HA (High Availability) and non-HA modes as well as generation of certificates for authentication and authorization purposes.
- Installation Guide
  This guide provides instructions to install BigFix Runbook AI. It includes the pre-installation and the installation procedures for BigFix Runbook AI. This guide also provides summary material about additional servers and optional post- installations and references to the other documents for detailed information.
- Configuration Guide
  This guide instructs on how to install and configure BigFix Runbook AI. These instructions also include the configuration procedures for the product.
- User Guide
  This guide introduces you to the key concepts of BigFix Runbook AI and describes how to use the product. It provides an overview of the end-user interface and instructions to perform different tasks. This guide is intended for the BigFix Runbook AI end-users working towards resolution of IT support tickets.
- API Guide
  BigFix Runbook AI API guide provides documentation and instructions on how to use its application programming interface (API), including details on the functions, parameters, and endpoints available for developers to interact with the API.
- Fixlet Repository Guide
  This document provides detailed list of out-of-box fixlets available within BigFix Runbook AI. This information is intended for administrators and users authorized for configuring use cases / fixlets within BigFix Runbook AI, which works in conjunction with HCL Bigfix engine.
- Integration Guide
  This guide provides instructions to enable integrations with various ITSM and Runbook Automation tools, while configuring BigFix Runbook AI.
- Lab Manual
  This lab manual provides infrastructure administrators, installation and configuration administrators, and end users with detailed instructions on how to install, configure, and use BigFix Runbook AI. It is divided into modules, each containing an introduction and lab exercises. The manual also references additional servers, post-installation steps, and other documents for more information.
- Troubleshooting Guide
  This guide provides instructions to troubleshoot some of the commonly occurring issues along with the resolution steps. This information is intended for administrators responsible for installing, configuring, and supporting BigFix Runbook AI product.
  - Troubleshooting Scenario
    This section provides a troubleshooting guide for the most common issues in BigFix Runbook AI, categorizing them based on the different components and offering resolution steps.
    - Troubleshooting for BigFix Runbook AI Installer
      This text provides troubleshooting steps for various scenarios related to the BigFix Runbook AI Installer, including issues with the installer not running, database connection failures, and component installation failures. It also includes specific steps to resolve each issue.
    - Troubleshooting for BaseUI (Web Application)
      These troubleshooting scenarios for the BaseUI web application cover issues such as website connectivity, login problems, user authorization, certificate errors, runbook import errors, entity model build failures, localhost redirection, identity server issues, unauthorized access, and website loading problems.
    - Troubleshooting Steps for Key Rotation Service (KRS) (Web API component)
      The Key Rotation Service (KRS) is not working properly and is unable to provide the key. The main causes of this issue include access rights of the certificate, IIS configuration problems, and padding errors. Troubleshooting steps involve checking access rights, configuring IIS properly, and checking the log files for errors.
    - Troubleshooting Steps for BigFix Runbook AI WEB API
      Troubleshooting steps for resolving various issues with the BigFix Runbook AI WEB API, including the WEB API not running, no response received from the WEB API service, method error occurring, and unable to reach the API.
    - Troubleshooting Steps for Listener
      Troubleshooting steps for resolving the "Not able to reach the component" issue in the Listener service, including starting the service, checking stored procedure data, investigating Key Rotation Service (KRS) issues, and resolving storage issues.
    - Troubleshooting Steps for Data Collector
      Troubleshooting steps for Data Collector: Tickets not appearing post data source creation, error message "No Records Found" on Job Log screen, ticket data not appearing even if job is successful, error message "Not able to reach the component", job status stuck at INITIATE/FAILED, job status failed due to Entry/Exit Criteria issue, Data Collector job stuck in reinstallation state, authentication error in Data Collector job, invalid request method issue, troubleshooting for space in URL.
    - Troubleshooting Steps for Generic Services
      Troubleshooting steps for generic services, including resolving issues with logs not being deleted, not able to reach the component, service running but issues persisting, job failure, logs not deleting from the log table, ticket stuck in MoveToAssignationDecision, and no runbook available for scheduling.
    - Troubleshooting Steps for RBA
      These troubleshooting steps provide solutions for various issues related to the RBA component, such as not being able to reach the component, unauthorized access, no response from API, and incorrect status codes. The steps involve checking the configuration, enabling the RBA job, ensuring the services are up, and verifying the credentials and URLs.
    - Troubleshooting Steps for Release
      Steps to troubleshoot issues with release in a software system, including not being able to reach the component, tickets not being visible, tickets getting stuck in the grid, and unauthorized errors.
    - Troubleshooting Steps for ADSync
      These troubleshooting steps for ADSync address issues such as not being able to reach the component, data source issues, service issues, and job failures. They provide instructions on how to resolve each specific problem.
    - Troubleshooting Steps for EmailService
      Steps to troubleshoot issues with the EmailService component, including checking if the Email Job is enabled and successful, ensuring that the Email service and Listener service are up on the component server, and starting the HCL.iAutomate.EmailService service if it is not running.
    - Troubleshooting Steps for Entity Model (iRecommend Components)
      Troubleshooting Steps for Entity Model (iRecommend Components)
    - Troubleshooting Steps for iRecommend
      Troubleshooting steps for resolving common issues with iRecommend, including service not starting, internal server error, resource not found, could not get any response, model not found/empty, incorrect recommendations/empty set, failed to build model, and failed to recommend jobs.
    - Troubleshooting Steps for iParse
      These troubleshooting steps for iParse include resolving issues with the iParse service not starting, the service returning an internal server error, receiving a "404 Resource Not Found" error, and encountering a "Could not get any response" error. Additionally, there are steps provided for resolving failed job execution due to a parameter mismatch between the product and RBA tool.
    - Troubleshooting Steps for iScrape
      Troubleshooting steps for iScrape, a component used for searching, extracting, and downloading scripts for automation. Covers issues with service startup, missing Python packages, incorrect paths and ports, and service not running.
    - Troubleshooting Steps for iUnique
      iUnique is a clustering tool that helps identify ticket resolutions for groups of tickets rather than individual ones. This troubleshooting guide provides steps to resolve common issues such as service not starting, internal server errors, resource not found errors, and not receiving any response.
    - Troubleshooting Steps for iCrawler (Advanced Knowledge component)
      These troubleshooting steps provide solutions for common issues with iCrawler, including the service not starting, internal server errors, 404 resource not found errors, and "could not get any response" errors.
    - Troubleshooting Steps for iKnowledgeIndexer (Advanced Knowledge component)
      Troubleshooting steps for iKnowledgeIndexer (Advanced Knowledge component) including resolving issues related to service not starting, internal server errors, "could not get any response" errors, "404 Resource Not Found" errors, data not getting indexed, and "Solr task failed" errors.
    - Troubleshooting Steps for iKnowledgeSearch (Advanced Knowledge component)
      Troubleshooting steps for resolving common issues with iKnowledgeSearch, including starting the service, resolving invalid configuration file content, resolving missing Python packages, correcting incorrect paths and ports, and ensuring the iKnowledgeSearch service is running.
    - Troubleshooting Steps for iKnowledgeScreen (Advanced Knowledge component)
      Steps to troubleshoot and resolve common issues with the HCL.iAutomate.iKnowledgeScreen service, including checking configuration files, verifying service account settings, installing missing libraries, and ensuring the service is running.
    - Troubleshooting Steps for iKnowledgeRating
      These troubleshooting steps provide solutions for various issues related to the iKnowledgeRating component, including service not starting, internal server error, resource not found, and could not get any response errors. The steps include checking configuration files, verifying service accounts, installing missing packages, and starting necessary services.
    - Troubleshooting Steps for iKnowledge
      iKnowledge component in RunBook AI fetches knowledge articles and is hosted on Apache Web Server. If the service does not start, the issue may be caused by an invalid configuration file. To resolve this, check the existence and contents of the "iKnowledge.conf" file, and ensure that the service was created through a Service Account. If the service returns an Internal Server Error, it could be due to a missing Python package, which can be resolved by installing the package. If the service returns a "404 Resource Not Found" error, check the paths and port settings in the configuration file. If the error message "Could not get any response" appears, make sure that the HCL.iAutomate.iKnowledge service is running.
    - Troubleshooting Steps for Python
      For BigFix Runbook AI, Python is a prerequisite and any issues with Python will impact the functioning of its modules. Some specific issues include 'Pip not found' and 'The underlying connection was closed: An unexpected error occurred on receive'. The steps to resolve these issues involve re-installing Python and deleting certain folders in the setup tools.
    - Troubleshooting Steps for Database related issue
      Troubleshooting steps for database-related issues, including jobs getting stuck in 'in-progress' or 'reinitialized' state, transaction logs getting full, data collector unable to access Snow URL, errors during product upgrade, and tickets stuck in 'picked for parsing' status. The probable root causes and steps to resolve each issue are provided.
    - Troubleshooting Steps for Apache related issue
      Steps to resolve Apache-related issue where Python services are not starting due to file lock on the logs folder by monitoring software. Stop all Apache services, open each Python component's .conf file, add the appropriate PidFile line, and start the services again.
- Abbreviations
  A list of abbreviations and their expansions.

Troubleshooting Scenario

This section provides a troubleshooting guide for the most common issues in BigFix Runbook AI, categorizing them based on the different components and offering resolution steps.

This section describes the procedure for troubleshooting the most commonly occurring issues along with their resolution steps. The issues have been categorized based on the various components of BigFix Runbook AI and are listed below: