ICE / Help menu does not work - Troubleshooting

Products

• Clarity PPM On Premise
• Clarity PPM SaaS

Issue/Introduction

Looking to use ICE and having issues with the setup, how to troubleshoot this

Environment

All Supported Clarity Releases with ICE

Resolution

• Ensure ICE feature is enabled on your environment in MUX - Feature Toggles - Global Header Help for Information Center (if not on 16.2.3 and above)
• Ensure you have added all the OOTB required Content Security Domains as per KB Content Security Domain Setup and reboot the services
  • Note: The OOTB Content Policy Domain security setup is required for ICE to work correctly
• Check that the below jobs are scheduled to run daily by running the query:
  • select * from CMN_SCH_JOBS
    WHERE name IN ('POPULATE_USAGE_ANALYTICS_JOB','TELEMETRY_JOB')
• Check app-ca and bg-ca logs for any errors
• Try accessing with a few more users, admin and non admin for comparison
• Try tracing the request with Dev Tools and see if you notice any errors

Additional Information

Note: If you need custom ICE content boards for custom training to be added, this has to be enabled on our side. Please follow the process as documented and raise a Support case 

For more information on what should display and in which version, check Help Menu and ICE expected display based on user type