Administrator guide
Troubleshooting
Common problems after setup, what causes them, and what to do.
Start with Guided Setup: every step re-checks the instance when you open it, and a step that shows orange usually names the problem. Then check the Admin Workspace's Failed or parked list and the application log. For engine-specific messages, see the connector guide for that engine.
#Access and roles
| Problem | Cause | What to do |
|---|
| The request forms are empty, or My Access says it is not available | Nobody, or not this person, holds the requester role | Grant x_66256_warde.requestor in Guided Setup step 1, usually under snc_internal |
| A role was granted but nothing changed | Roles take effect at the next login | The person logs out and back in. Clearing the cache does not help. |
| The Admin Workspace shows "Page not found" or a blank page | The person lacks the Warde administrator role, or has not logged in since being granted it | Grant x_66256_warde.idam_admin, then log out and back in |
| A platform administrator can no longer open Warde | The administrator containment was removed in Guided Setup step 1, as intended | Grant them x_66256_warde.idam_admin if they should run Warde |
| The application log is empty for a Warde administrator | The platform's log table needs syslog_viewer | Grant syslog_viewer to the people who support Warde |
#Engines and sync
| Problem | Cause | What to do |
|---|
| Test connection fails straight away | No endpoint, or not https:// | Set the connection URL on the alias's HTTP connection in Connections & Credentials |
| Nothing is imported | The engine is disabled, the sync jobs are inactive, or a transform map is switched off | Check the engine's status, the jobs in Guided Setup step 13, and the Import maps card in step 3. Open the import set and its row errors. |
| Every account is an orphan | The correlation pair does not match | Check the pair in Guided Setup step 3 against real values on both sides. The next sync re-matches. |
| Every sync adds duplicate rows | A transform map's match key was changed | Guided Setup step 3 marks the map Changed. Put the match key back. |
| A sync stopped retiring records | More than 500 records, or 10 percent, disappeared in one run | Check Audit > Sync discrepancies. If the removals are real, raise sync.reconcile_max or sync.reconcile_max_pct for one run. |
| An engine is degraded | Calls failed past an alert threshold | See Engine health. Fix the cause; the engine recovers on its own after a passing check and a quiet 15 minutes. |
| A renamed collection is back under its old name | The engine names it | Rename it in the engine. Warde follows on the next catalog sync. |
#Requests and approvals
| Problem | Cause | What to do |
|---|
| A request stopped, waiting for an administrator | No approval policy applies, or a rule found nobody and was set to stop, or there is no approval exception group | Set a default policy and the exception group in Guided Setup step 6, and check the policy in the Approval Policy Wizard's test step |
| Approvers say they cannot see the important information | Your approval notification does not include the approval's comments | Add ${comments} to the notification. Portal-only approvers see it on My Access. |
| A requester cannot ask for someone else | The person is outside the reach set in Guided Setup step 10 | Widen Who people can request for, or have someone within reach ask |
| A form refuses to submit | The form runs the same checks the server will | Read the reasons listed on the form. Each names what to change. |
| The promised date is hours out | The fulfilment schedule has no time zone, so Warde counts in UTC | Set the time zone on the Warde fulfilment hours schedule |
| My Access links do not fill in the person | glide.sc.enable_url_prefill is off | Turn it on, or the manager changes the person on the form |
#Fulfilment
| Problem | Cause | What to do |
|---|
| A task was closed but the request has not moved | Warde checks tasks hourly | Wait up to an hour. Only Closed Complete completes the work. |
| Tasks go to the wrong group | The collection has no usable support group | Set one in Collection Onboarding step 3. Guided Setup step 9 lists live collections missing one. |
| A task arrived saying the outcome is unknown | The engine did not answer, so Warde cannot tell whether the change was made | Check the engine first, make the change only if it is not there, then close the task |
| Work is failing for one engine only | The engine is degraded or refusing a kind of change | Check the engine's health and the operation's message in Failed or parked |
#Reviews
| Problem | Cause | What to do |
|---|
| A scheduled campaign did not start | The Warde campaign scheduler job is inactive, the definition has no start date, or its last campaign is still running | Check the job in Guided Setup step 11, the definition's Starting and Next run, and finish or cancel the last campaign |
| A reviewer cannot open their review | They lack the requester role | Grant it, or put them in a group that has it |
| A campaign stays in Closing | Some removals are not confirmed yet | Check Access reviews > Removals not yet confirmed and the failed operations behind them |
#Email
| Problem | Cause | What to do |
|---|
| No emails arrive | Outbound email is off | Turn on glide.email.smtp.active. Guided Setup step 10 warns when it is off. |
| Emails arrive with no links | glide.servlet.uri is empty | Set it to the instance's address |
| Links open the wrong portal | Reviews open in names another portal | Change it in Guided Setup step 11 |
#Still stuck
Collect the logs as described in Collect logs for a support request and send them to [email protected].