Troubleshoot migration issues and get support

Troubleshooting

Missing BAS IAM roles in access groups

As an administrator, add the missing BAS IAM roles that correspond to the existing AS roles. The table below shows the equivalent roles between AS and BAS:

AS Role	BAS Role
Administrator	Orchestration Admin
Editor	Orchestration Editor
Operator	Orchestration Operator
Viewer	Orchestration Viewer

Global catalog item not found

Some global catalog items available in Artificial Intelligence for IT Operations Automation Service (AS) are intentionally not migrated to Bridge Automation Service (BAS).

If a global catalog item is not available after migration:

Review the Global Approved Catalog items for migration section.

Verify whether the catalog item is included in the approved migration list.

Confirm that the migration completed successfully.

If the catalog item is included in the approved list but is still unavailable, contact the migration support team.

Only catalog items approved for migration are made available in BAS. Catalog items that are not included in the approved migration list are not migrated.

Tenant catalogs, workflows, schedules or events not found

If private catalogs, workflows, schedules or events are not available after running the AIOPS Automation Services Migration catalog item, review the migration workflow execution to identify failed migration activities.

Review migration failures

From the main menu , go to Services → Platform Services → Bridge Automation → Workflow Executions.

Locate the AIOPS Automation Services Migration workflow execution.

Select the Overflow menu and then select View Details.

Open the Activities tab.

Review the activity list and identify activities with a Failed status.

Open the failed activity and review the error message.

Determine the cause of the failure.

Resolve the reported issue. Common causes include:

Missing prerequisites

Configuration issues

Permission-related issues

Credential-related issues

Run the migration catalog item again.

Verify that the previously missing catalogs, workflows, schedules or events are available in BAS.

Review migration summary

A high-level summary of migration results is available in the Summarize Migration activity within the workflow execution.

The summary provides information about:

Successfully migrated items

Skipped items

Failed items

Migration statistics

For additional details, review the Output Parameters tab of the migration workflow execution.

Retry a failed workflow execution

If a workflow execution fails, you can restart the workflow after you resolve the underlying issue.

Restarting a workflow runs the automation from the beginning. Before you restart the workflow, confirm with the Delivery Platform Engineer (DPE) that the automation is safe to rerun and supports retry operations.

Restart a workflow

Perform the following steps to restart the workflow:

From the main menu , go to Services → Platform Services → Bridge Automation → Workflow Executions.

Locate the workflow execution with a Failed status.

Select the workflow execution to view its details.

Select the Overflow menu .

Select Restart Workflow.

Review the workflow inputs.

Confirm the restart request.

Monitor the execution from the Workflow Executions page until it completes.

Support

Support process

If you cannot resolve a migration issue by reviewing migration reports, workflow execution details or execution logs, create an incident through the Bridge support process.

Create an incident

Perform the following steps to create an request:

Open the Bridge support interface.

Create a new incident.

For the field Where are you experiencing the issue, select Bridge Platform.

Provide a detailed description of the issue.

Before submitting the incident, review the migration workflow execution and migration reports to identify any reported errors or failed activities.

Include the following information in the incident:

Migration workflow execution ID

Account or tenant details

Migration report details

Affected catalogs, schedules, workflows or event rules

Error messages and execution logs

Steps performed before the issue occurred

Providing complete diagnostic information helps the support team investigate and resolve the issue more efficiently. Capture screenshots of failed activities, workflow execution details and output parameters when reporting migration issues.

For instructions on creating incidents, go to Bridge Converged Platform Support and the General Instructions to Open an Incident Ticket guide.

Escalation process

If you cannot resolve an issue through the standard incident process or the issue requires additional attention, follow the Bridge Converged Platform Support escalation process.