---
title: Troubleshoot migration issues and get support
slug: troubleshoot-migration-issues-and-get-support
createdAt: 2026-09-02T14:33:14.591Z
---
# 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:
1. Review the **Global Approved Catalog items for migration** section.
2. Verify whether the catalog item is included in the approved migration list.
3. Confirm that the migration completed successfully.
4. 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
1. From the main menu :inlineImage[]{src="https://api.archbee.com/api/optimize/QU1TIK52ntw5Jsos0uOt5/NK7Yw9tQgnlqBGwu7eG4H-20260601-205917.svg" alt caption width="23" height="23"}, go to **Services** → **Platform Services** → **Bridge Automation **→ **Workflow Executions**.
2. Locate the **AIOPS Automation Services Migration** workflow execution.
3. Select the Overflow menu :inlineImage[]{src="https://api.archbee.com/api/optimize/QU1TIK52ntw5Jsos0uOt5/nSYuNUHJdb4gGBAWMXOSC-20260602-172708.svg" alt caption width="23" height="23"} and then select **View Details. **
4. Open the **Activities **tab.
5. Review the activity list and identify activities with a **Failed **status.
6. Open the failed activity and review the error message.
7. Determine the cause of the failure.
8. Resolve the reported issue. Common causes include:
- Missing prerequisites
- Configuration issues
- Permission-related issues
- Credential-related issues
9. Run the migration catalog item again.
10. 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:
1. From the main menu :inlineImage[]{src="https://api.archbee.com/api/optimize/QU1TIK52ntw5Jsos0uOt5/NK7Yw9tQgnlqBGwu7eG4H-20260601-205917.svg" alt caption width="23" height="23"} , go to **Services** → **Platform Services** → Bridge Automation → **Workflow Executions**.
2. Locate the workflow execution with a **Failed** status.
3. Select the workflow execution to view its details.
4. Select the **Overflow menu **:inlineImage[]{src="https://api.archbee.com/api/optimize/QU1TIK52ntw5Jsos0uOt5/nSYuNUHJdb4gGBAWMXOSC-20260602-172708.svg" alt caption width="23" height="23"}.
5. Select **Restart Workflow**.
6. Review the workflow inputs.
7. Confirm the restart request.
8. 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:
1. Open the **Bridge **support interface.
2. Create a new incident.
3. For the field **Where are you experiencing the issue**, select **Bridge Platform**.
4. 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
:::hint{type="note"}
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.