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AI Troubleshooting

Use this page when AI Escalation or MCP workflows in 1stLine by Burava do not behave as expected.

AI Escalation is view-only

AI Escalation can be view-only when the current organization plan does not include AI Escalation.

You can review existing information, but you cannot create connections, edit rules, or start new assignments until the plan includes AI Escalation. See Limits and Change Plan.

Controller stays disconnected

Check:

  1. the controller is running
  2. the controller uses the current connection secret
  3. the controller can reach the 1stLine API
  4. the connection was not revoked

If the secret may be stale, open AI Escalation, use Rotate secret, and update the controller environment.

Assignment timed out

An assignment can time out when the controller or assistant does not return within the rule’s Assignment timeout (seconds).

Check the controller process, assistant startup time, MCP/CLI startup time, and the timeout configured in the matching rule.

Missing MCP tools or CLI tools

MCP and CLI enrichments require the actual tools to be installed in the controller environment.

If the assistant reports that a tool is missing:

  1. open the matching rule in AI Escalation
  2. review the Enrichments
  3. install the missing MCP server or CLI in the controller image
  4. restart the controller

Suggested action is unavailable

Suggested actions are limited by the matching rule’s Allowed suggested actions and by the current Alert Instance state.

If an expected action is missing, confirm that the rule allows it and that the Alert Instance can still accept that action. For example, a resolved alert may no longer show the same actions as a firing alert.

AI response has the wrong context

Check the matched rules and enrichments on the AI assignment.

If the wrong rule matched, adjust Rule Conditions. If the right rule matched but context is missing, update the rule’s Enrichments or confirm the referenced file, URL, MCP server, CLI, skill, or agent is available to the controller.

The MCP client connects, but tools fail immediately

Check these first:

  1. your MCP client is pointing to the correct MCP route
  2. your Bearer token is valid
  3. the token has the right access for what you are trying to do

For 1stLine Cloud, the MCP route is:

https://1stline.burava.com/api/mcp

See MCP Server for the main setup page.

I get an organization-context error

Some MCP tools are organization-scoped.

If the client does not send the organization context header, 1stLine rejects the call.

Use the organization UID for the workspace you want to manage and send it as part of your MCP client setup.

Schema creation from payload does not work

Check that you are following the schema-creation flow in order:

  1. create the schema creation token
  2. use that token when creating the schema from payload
  3. test the result with the same sample payload

Do not skip the review in Alert Schemas after the tool run.

Pattern tests do not match the real alert

This usually means the sample payload is not representative enough.

Use:

  • the real firing payload
  • the same source field structure your producer actually sends
  • the same routing-relevant fields you expect to use later

Then compare the result with Schema Patterns.

The schema was created, but the alert still stays orphaned

Schema creation alone does not route the alert.

After the schema is ready, also check:

  1. Routing Rules
  2. Chains
  3. Lines and Line Members
  4. Communication Rules, if you expect calls or SMS

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