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Demand Management Troubleshooting

Incident Management: Check for Processing Errors

Use this procedure to check for incident management errors.

Follow these steps:

1. Open Administration, and from Data Administration, click Incidents.

   The setup page appears.

2. Click Processing Errors.
3. Enter your filter criteria and click Filter, or click Show All.

Incident Management Error ITL-0514: Incident Category Must Be Created Before Instance Can Be Created

Symptom:

When I try to access incidents for the first-time, I get the following CA Clarity PPM error message:

ITL-0514: Incident category must be created before incident instance can be created. Please contact your administrator.

Solution:

As an IT worker or any user with access rights, you can log a new incident. You can view and edit the incidents that you have created in the Reported by Me menu. IT workers can view a list of all incidents in their assigned incident category from the Assigned to Me menu.

As an administrator, set up the incident category mapping before these users attempt to report and manage incidents. Complete the steps in Configure Incident Categories.

Idea Management Message: Match Scores Can Be Inaccurate

Symptom:

I am using the Replace Resource page to replace staff members. The page lists all of the resources that I can access. When I use the team staff page of an idea to replace the assigned staff members, I get the following error message:

Match scores can be inaccurate if availability dates do not fall into the following range: ddmmyy - ddmmyy.

Solution:

This message appears when there is a discrepancy between the date range in the message and the dates in the Availability field. The Availability Match score can be inaccurate. For example, suppose the dates in the Availability field are 9/30/2015 - 2/27/2016, and the date range in the message is 10/20/2015 - 10/20/2016. A one-to-one comparison for any resource cannot be generated, lowering the overall availability match scores.

Follow these steps:

1. As an administrator, adjust the dates in the daily resource allocation Time Slice Properties.

   Note: Changes to the From Date and Number of Periods can also affect the time slicing jobs, datamart extraction jobs, portlets, and reports.

2. As a resource manager or IT worker, open the idea and complete the remaining steps.
3. Click Team.

   The staff list page appears. Use the team staff page of an idea to replace the staff members assigned to it.

4. Click the Resource Finder icon for a Resource/Role entry.

   A list of resources with the same role as the resource being replaced appears and shows their availability during the idea time period.

   • The Availability field at the top right of the page identifies the assignment period. The page also displays the number of hours the resource is allocated to the idea. Both the allocated dates and the hours are transferred to the new replacement.
   • The Availability Match column displays a score that factors in the work period and the availability of each resource. Availability is based on the duration of the assignment and the daily availability of the resource. The higher the score, the closer the match.
5. Enter filter criteria to find the replacement resource.
   • You are not required to add any skill specifications to your search criteria. In this case, the Total Match column value duplicates the Availability Match score and renders the Skill Match column. If you search by skills criteria and availability criteria, the Total Match column displays an average of the two scores.
   • The product uses the resource allocation data to find resources that match the criteria. The dates that appear in this message come from the Time Slice definition DAILYRESOURCEALLOCCURVE (Slice ID=10). The date range is determined by using the current From Date and the number of periods defined in the time slice.
6. Select the check box next to the resource and click Replace.

   The Booking Confirmation page appears.

7. Click Yes.