Troubleshooting Service Automation

Below are common Service Administration issues, their solutions, and links to other helpful resources.

The following are Service Automation Incidents which are reported on the Admin dashboard.

1.	Service Automation Agent is down
	Restart the Agent services. Make sure the necessary domains are whitelisted, the agent is the latest version, and the agent is running with a service account that has enough permissions (see Agent requirements).
2.	Task failed
	Product action: View product action run history and click View log on the Task execution tab. After you resolve the issue, Retry a product action run. Delegated form task: see Activities. After you resolve the issue, Re-run a task. Pre-defined and scheduled tasks: View task run history. After you resolve the issue, Retry a task run Note that tasks may fail when HelloID Directory Agent service is down, if any dependent system is unavailable, or if connectivity is lost.

Incorrectly approved product request

A user received a product but should not have it, or should no longer have it.

Override approval of the request

Revoke access to the product

Admin dashboard > Self Service > Administration

If the Governance module is available:

Recertify product requests

Recertification

Incorrectly denied product request

A user was denied a product but should get access to it.

Override denial of the request

Admin dashboard > Self Service > Administration

Product request unanswered

Find and contact the approver	Admin dashboard > Self Service > Request history > Open details > Request timeline	View product request history
Review/edit the approval workflow	Admin dashboard > Self Service > Products > Edit product > Approval workflow Admin dashboard > Self Service > Approval workflows	Approval workflows
Temporarily replace a designated approver with a delegated approver	Admin dashboard > Directory > Users > Edit user > General > Enable delegated approver	Set a delegated approver for a user
Approve/deny the pending product request	Admin dashboard > Self Service > Administration	Product administration

Service desk not visible to a user

Give the user permission, or put the user in a group that has the right to view the service desk

Admin dashboard > Security > Roles

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