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.

iKnowledge is the component that helps in fetching Knowledge articles based on a specific ticket context or a search query provided by the user. In a scenario where no articles are returned from existing internal repositories, iKnowledge automatically fetches the results from web-based data repositories. It is developed using python and is hosted on Apache Web Server as a service under the name HCL.iAutomate.iKnowledge.

HCL.iAutomate.iKnowledge service is not starting

Table 1. Table 122 - iKnowledge: Scenario 1
Issue Description HCL.iAutomate.iKnowledge service is not starting
Modules Impacted iKnowledge
Probable Root Cause Invalid “iKnowledge.conf” file content

Steps to resolve

  1. Check for existence of the file iKnowledge.conf at location <Apache_Root_Folder_Path>/conf.
  1. For e.g. - “C:/Apache24/conf” has <Apache_Root_Folder_Path> as “C:/Apache24”.
  2. Verify the contents of file iKnowledge.conf by checking the snippet with paths to << iKnowledge_Directory>>. Verify and change the <VirtualHost *> tag with correct path entries to << iKnowledge_Directory>> as shown below. Where << iKnowledge_Directory>> is “C:/HCL.iAutomate.iKnowledge” in the snippet from iKnowledge.conf

<VirtualHost *>

WSGIScriptAlias /iAutomate C:/iAutomate/Comp/HCL.iAutomate.iKnowledge/knowledge_v4/

rest.wsgi

SSLVerifyClient require

SSLVerifyDepth 10

<Directory C:/iAutomate/Comp/HCL.iAutomate.iKnowledge/ knowledge_v4>

WSGIApplicationGroup %{GLOBAL}

Require all granted

</Directory>

</VirtualHost>

  1. Ensure that service was created through Service Account and not through Local account. Refer to below figure to check the status.
Figure 1. Figure 160 - HCL.iAutomate.iKnowledge
C:\Users\mishra_as\Pictures\1.png
  1. If not, open Windows Command Prompt in Administrator mode and run the below command:

sc config HCL.iAutomate.iKnowledge obj= “ID” password= “PSWD”

where ID is the [Domain\SA ID] and PSWD is the [Password of SA] and SA is

[Service Account].

‘Log On As’ field corresponding to the service HCL.iAutomate.iKnowledge should be changed to ‘Service Account’. Click Start to start the service.

Service returns Internal Server Error - status code 500

Table 2. Table 123 - iKnowledge: Scenario 2
Issue Description Service is reachable but returns Internal Server Error with status code 500
Modules Impacted iKnowledge
Probable Root Cause Python package not available

Steps to resolve

  1. Check the Apache error log at <Apache_Root_Folder_Path>/logs/error.log.
  1. If the error is because of the missing package, perform the following steps:
  • Open Windows Command Prompt in Administrative mode in Apache_Root_Folder_Path.
  • If open internet access is available, run the below command:

pip install package_name

  • If open internet access is not available, download wheel file for package from where user has internet connectivity and move onto server at same location where it needs to be installed. E.g. https://pypi.org has a repository of most used wheel files, else other sources are available as well. Subsequently, run the below commend:

pip install package_name.whl

‘404 Resource Not Found’

Table 3. Table 124 - iKnowledge: Scenario 3
Issue Description Error message ‘404 Resource Not Found’ when iKnowledge is hit
Modules Impacted iKnowledge
Probable Root Cause

Paths are not correct in iKnowledge.conf

Port is not correct

Steps to resolve

  1. If the issue is due to the incorrect paths, refer to resolution steps mentioned in Table 122 - iKnowledge: Scenario 1
  1. Also, check if correct port is being used. To identify the correct port, perform the following steps:
  • Open iKnowledge.conf
  • Search for Listen xxxx

e.g. – Here the image below shows the port set for iKnowledge component is 9000.

#

Listen 9000

# ports, instead of the default. See also the <VirtualHost>

# directive

  1. The set port is one where iKnowledge is deployed.

‘Could not get any response’

Table 4. Table 125 - iKnowledge: Scenario 4
Issue Description Error message ‘Could not get any response’ appears when iKnowledge is being hit
Modules Impacted iKnowledge
Probable Root Cause HCL.iAutomate. iKnowledge service is not running

Steps to resolve

  1. Press Win+R., type services.msc and press Enter to open Windows Services.
Figure 2. Figure 161 - HCL.iAutomate. iKnowledge service
  1. Find service HCL.iAutomate. iKnowledge and select it.
  2. Click Start to start the service, if it’s not running already.
Figure 3. Figure 162 - HCL.iAutomate. iKnowledge service (cont.)