BMC Digital Workplace Catalog: Error 'Failed to update the state on action <action-name>' When Activating a Service Action

Knowledge Article

Article Number

000434461

Old Article Number

Article Type

Solutions to a Product Problem

Title

BMC Digital Workplace Catalog: Error 'Failed to update the state on action <action-name>' When Activating a Service Action

Summary

The error message "Failed to update the state on action <action-name>" occurs when attempting to activate a service action in BMC Digital Workplace Catalog

Product

BMC Helix ITSM

Component

MyIT Service Broker

Applies to

22.x, 23.x

Problem

The error message "Failed to update the state on action <action-name>" occurs when attempting to activate a service action in BMC Digital Workplace Catalog

Cause

- The task template used to create the service action is already associated with another task action or contains data from a previous task action.
- A previously used task template is being reused for a different task action, leading to co

Solution

Scenario: Error Failed to update the state on action Test toDo occurs when attempting to activate a service action named Test toDo in BMC Digital Workplace Catalog, same issue occurs for the other service action named Test test 2

Steps to replicate:

Login to Digital Workplace Catalog
Go to Services and open Service actions (In our case it is Test toDo)
Select the service action and click on Activate from Actions dropdown
Error Failed to update the state on action Test toDo will be displayed.

Analysis;

In HAR file, captured the following error

[
    {
        "messageType": "ERROR",
        "messageNumber": 1,
        "messageText": "Message not found, [bundleId = myit-sb, messageNum = 1]",
        "appendedText": "[ERROR (-1): Message not found, [bundleId = com.bmc.myservice.bundle, messageNum = -1]; while sending call com.bmc.dsm.catalog:postServiceInfo on connection Innovation Suite / BMC Helix Innovation Studio: Failed to send serviceInfo from https://<technical service>-is.onbmc.com/api/com.bmc.dsm.task-lib/template/todo/definition with status 500 and reason 500]"
    }
]

In myit-sb logs;

<server> <TrID: oWWepcI2QYuqYyQYlhH6Rg:0000001> <TID: 0000001139> <RPC ID: 0000000000> <Queue: Init      > <Client-RPC: 10       > <USER: Remedy Application Service                   > <Overlay-Group: 1         > /* Thu Jan 23 2025 11:07:13.4770 */ [RestRequestExecutor] Preparing http post request with longReadTimeout option: NORMAL and timeout options; Connect timeout: 30000 ,Read timeout: 30000
<server> <TrID: oWWepcI2QYuqYyQYlhH6Rg:0000001> <TID: 0000001139> <RPC ID: 0000000000> <Queue: Init      > <Client-RPC: 10       > <USER: Remedy Application Service                   > <Overlay-Group: 1         > /* Thu Jan 23 2025 11:07:13.4770 */ [RestRequestExecutor] Executing http request with timeout options. Connect timeout:30000 Read timeout :30000
<server> <TrID: exp9IL7OQWiFDC4j9T16Jg:0000001> <TID: 0000001058> <RPC ID: 0000000000> <Queue: Init      > <Client-RPC: 10       > <USER: Remedy Application Service                   > <Overlay-Group: 1         > /* Thu Jan 23 2025 11:07:54.3350 */ handled error in com.bmc.dsm.catalog:postServiceInfo call on native connection Innovation Suite / BMC Helix Innovation Studio
com.bmc.myservice.connect.exception.ConnectorException: Failed to send serviceInfo from https://<technical-service>-is.onbmc.com/api/com.bmc.dsm.task-lib/template/todo/definition with status 500 and reason 500
  at com.bmc.myservice.connect.innovationsuite.services.InnovationSuiteRequestExecutor.checkSuccess(InnovationSuiteRequestExecutor.java:164)
  at com.bmc.myservice.connect.innovationsuite.services.InnovationSuiteRequestExecutor.postJson(InnovationSuiteRequestExecutor.java:140)

In ardebug logs;

Caused by: com.bmc.dsm.cataloglib.commons.ConnectorException: Failed to send serviceInfo from https://<technical-service>-is.onbmc.com/api/com.bmc.dsm.task-lib/template/todo/definition with status 500 and reason 500
  at com.bmc.dsm.cataloglib.templates.TemplateService.postServiceInfoToBwf(TemplateService.java:141)
  at com.bmc.dsm.cataloglib.templates.TemplateService.postServiceInfo_aroundBody4(TemplateService.java:63)
  at com.bmc.dsm.cataloglib.templates.TemplateService$AjcClosure5.run(TemplateService.java:1)
  at org.aspectj.runtime.reflect.JoinPointImpl.proceed(JoinPointImpl.java:149)
  at com.bmc.arsys.server.internal.aspects.ServiceTracer.monitorServiceMethod(ServiceTracer.java:39)
  at com.bmc.arsys.server.rx.services.common.aspect.AspectHelperImpl.manageServiceMethodLogging(AspectHelperImpl.java:875)
  at com.bmc.arsys.rx.services.common.aspect.ServiceTracerAspect.monitor(ServiceTracerAspect.java:48)
  at com.bmc.dsm.cataloglib.templates.TemplateService.postServiceInfo(TemplateService.java:58)
  at com.bmc.dsm.cataloglib.templates.TaskTemplateResource.postServiceInfo_aroundBody8(TaskTemplateResource.java:44)

Resolution;

Opened the questionnaires associated with both the service actions (Test toDo and Test test 2), both contain the same Task Template

Root cause: The task template used to create the service action is already associated with another task action

Solution;

Associate different templates for the affected service actions. It should be one to one mapping between Task Action and Task template. You can not use already used task template for different task action, this will resolve the issue.

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