Troubleshooting VMware Service Manager
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Troubleshooting VMware Service Manager


Article ID: 301959


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This article provides troubleshooting information and other resources for VMware Service Manager.


These sections provide troubleshooting information and guidelines for VMware Service Manager (VSM):


When troubleshooting issues with VMware Service Manager (VSM), begin by identifying which Action has failed. All actions that take place in VMware Service Manager occur in one of three areas, Application, Wrapper (controls), or Polling, and identifying the Action provides direction for further troubleshooting.
  • Application actions take place when a user actively performs an action, such as submitting a call, opening a request, running a report, saving a view, etc. These actions take place in the VMware Service Manager application and in the customer portal.

  • Polling actions take place any time the system itself takes action based on rules or predefined procedures, such as creating the associated tasks for a request, running an integration scan to pull in AD users, or running a scheduled report.

  • Wrapper actions take place inside the installed controls on an end user's desktop environment. These issues are easy to identify as they only occur for some users and consistently fail for those specific users only. Usually a wrapper control reinstall can help with this type of issue. If the reinstall does not resolve the issue, you must identify the differences between a working client and a failing client, such as running applications, update versions, Internet Explorer settings, GP settings, etc.

Troubleshooting steps

Perform these troubleshooting steps before submitting a Support Request:
  1. Check the product documentation for the intended functionality, and verify that it is configured correctly.
  2. Verify whether removing/deleting and reconfiguring the functionality resolves the issue.
  3. If the functionality worked correctly before the current issue occurred, identify any changes in VMware Service Manager or the environment since the functionality last worked correctly.
  4. Search the VMware Communities for posts related to the same issue.
  5. Search the VMware Knowledge Base for the errors you are experiencing or for instructions on configuring the functionality.
If these steps do not resolve your issue, file a support request with VMware Technical Support, and provide the information listed in the VMware Support troubleshooting requirements section of this article.

For more information on filing a support request, see Filing a Support Request in Customer Connect (2006985).

VMware Support troubleshooting requirements

When submitting a Support Request for VMware Service Manager, provide this information:

Note: Provide as many of these items as possible. Depending on your environment and the issue being experienced, some items may be not be applicable or possible.
  • Relevant version information:

    • VMware Service Manager version
    • SQL version
    • If integration is involved, version of the plug-in/DLL for that source
    • Windows version (server/client)

  • When the issue occurred (exact date and time if possible).
  • Reproduction steps. For example, a description of what the affected user was doing when the issue occurred.
  • Event logs from the VSM server immediately following the failure or reproduction of the failure.
  • Screen shots of the issue, including any related VSM configuration that will help recreate the issue in a lab environment.
  • Affected users (officer or customer reference).
  • The specific VSM item affected. For example, request number, call number, KB entry, etc.
  • Any related Activity logs from within VSM during the time of failure.
  • If the issue was temporarily resolved, a description of how this was done. For example, closed wrapper and reopened, closed call and reopened, database changes to a record and which record, etc.
  • Description of the failure's impact on the user base.

  • If you are able to reproduce the issue on demand, provide this information:

Note: For more information on collecting diagnostic information, see Collecting diagnostic information for VMware Service Manager (2012820).

Additional Information

Problem sources

VMware Service Manager issues are due to configuration/misconfiguration of the product, customer site specific failures, or core product failures (bugs):
  • Customer Site Specific Failures occur when the issue is not configuration related and the failure cannot be reproduced in a test lab, which proves that it is not a core functionality issue. To resolve this kind of failure, gather screen shots of the issue and related VMware Service Manager configurations, screens, conditional branch rules, affected fields in Designer, etc. Provide any information that could be related to the issue so that the cause can be narrowed down to a single screen, setting, or database object. You can then reset screens to defaults, update the problem data, change settings, etc.

  • Core Product Failures (bugs) occur when there are core functionality issues with the VMware Service Manager product itself. Resolution of these issues requires VMware Support to log a case with VMware Service Manager Engineering and wait for confirmation of the Core Product Failure. Once VMware Support receives confirmation, a Knowledge Base article is created to document the issue, and a workaround is provided if available.
VMware Support attempts to reproduce issues in a known working lab environment to identify the problem source:
  • If the issue cannot be reproduced in a known working lab environment, this indicates a Customer Site Specific Failure.
  • If the issue can be reproduced, this indicates a Core Product Failure.

Other resources

These resources can help when troubleshooting VMware Service Manager issues:

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Capturing a trace log with DebugView for VMware Service Manager
Collecting diagnostic information for VMware Service Manager