Service Bridge (Legacy) - Troubleshooting Guide Table of Contents ObjectiveService Bridge (Legacy) OverviewInstallation guidePrerequisites and diagnosticsTroubleshooting replication sets Provider replication set issueConsumer replication set issue Global Script Include on Customer InstanceUpgrading from San Diego to Tokyo store versionTroubleshooting post-clone issues Reference to IDR/KMF articlesTroubleshooting Service Bridge featuresIssues with Customer Registration Objective This Knowledge Base article provides information that will help troubleshoot issues related to Service Bridge configuration and setting up IDR between Customer and Provider instances. Service Bridge (Legacy) Overview The Service Bridge (Legacy) application relies on Instance Data Replication (IDR) and Key Management Framework (KMF) in order to establish connectivity between instances of Providers and Customers. IDR enables one instance to propagate data across multiple instances in order to maintain synchronization between them. The Service Bridge (Legacy) application helps Customers to raise service requests without having to log into the provider's instance. It enables centralization of raising the requests and tracking them, all on the customer's instance even when customer could be supported by multiple service providers. Installation guide Please follow the instructions provided in the documentation to configure the Service Bridge application on Provider and Customer Instances. Here is the Link to the documentation Prerequisites and diagnostics Problem DescriptionResolution StepsIf Certificate Management is not enabled after running the IDR DiagnosticsPlease follow the instructions in the KB article KB1203196 Troubleshooting replication sets Provider replication set issue Problem DescriptionResolution StepsDiscrete Mapping entries missing on Provider's InstancePlease follow the instructions in the KB article KB1203539Provider replication set is showing replication errorPlease follow the instructions in the KB article KB1203634 Consumer replication set issue Problem DescriptionResolution Steps Consumer instance never gets approval from the Producer instance Please follow the instructions in the KB article KB1203676 Global Script Include on Customer Instance If the Remote Record Producer displays an error message that contains the following text. Please import the Global Script Include following the KB article KB0999950. It is possible that the following error message will be displayed if the Remote Record Producer has associated UI Policies. As a result, it is necessary to import the Global Script Include in order to enable the UI Policies and the related entities on the Customer Instance. Message contains the following text - Service Bridge requires a global Script Include that is available in San Diego and newer releases for certain features to work properly Upgrading from San Diego to Tokyo store version Please follow the instructions in the KB article KB1120583 if upgrading the Service Bridge application from San Diego Store Release to Tokyo Store Release. Upgrade from version 3.0.0 to 3.1.0 (November release) do not require manual steps and the above KB article can be skipped. Troubleshooting post-clone issues Please follow the instructions in the KB article KB1204283 to restore the Service Bridge connectivity after clone. Reference to IDR/KMF articles If the IDR or KMF issue continues. Further troubleshooting can be done with these articles. DescriptionArticleError Matrix for common IDR errorsKB0965129IDR Consumer Subscription Approval Request IssueKB0866471IDR troubleshooting decision treeKB1002439Key Management Framework HealthKB1002078KMF Troubleshooting GuideKB0965129 Troubleshooting Service Bridge features DescriptionKB articleService Bridge Registration IssueKB1204315Entitlements are missingKB1204325 Changes from Provider not reflecting on Customer Remote Record ProduceKB1204333 Issues with Customer Registration Either the Provider's admin or the customer contact can fill out the registration. The registration item must be ran from the CSM portal and if it is not directly available from the portal to use the provided URL. "/csm?id=sc_cat_item&sys_id=6eeb51495b3300100206cb837b81c7ec&referrer=popular_items"