Troubleshooting Continuous Compliance for Servers for ServiceNow

BMC Server Automation

Perform the following checks to isolate the issue.

• Check whether ITSM Approval is configured for the Compliance or Audit Job. In the BMC Server Automation Console, select Configuration > Approval Configuration.
• Check whether a compliance or audit discrepancy was found. In the Jobs folder, select a Compliance Job or an Audit Job, right-click, and select Show Results.
• Check to see if the interaction with the change management system was successful by reviewing the job schedule log, which is displayed under the job until the job starts running.
• Check the job schedule log by completing the following tasks in the BMC Server Automation Console:
  • Select the job from the Jobs folder.
  • Right-click and select Open.
  • Click the Schedule tab.
  • Review the job schedule log to see:
    • when the job has been approved and is waiting to run
    • if the attempt to schedule the job has failed (for example, failed to create or update the change ticket)
  • After the job starts executing after approval, the information in the job schedule log is rolled into the job log.
• View the Properties of the Job and note the value of CHANGE ID, which shows the ID of the Change Request created, if available.
• Check the Job status:
  • Waiting for approval
  • Request approved – Waiting for schedule
  • Request approved – Executed (success or failure)
• After the change request is approved in BMC Remedy ITSM, BMC Atrium Orchestrator triggers the remediation job in BMC Server Automation. Check the Remediation Job Results view to see if the job ran. From the Jobs folder, navigate to a job, right-click and select Show Results. Check to see if there were errors in the job run.
• Check to see if the Remediation Job sent results back to ServiceNow.

BMC Atrium Orchestrator

Perform the following checks to verify that the modules and adapters are loaded and working.

• Verify that the BMC Atrium Orchestrator modules and adapters are configured and loaded. For more information, see the Troubleshooting topic in the BMC Atrium Orchestrator online documentation.
• Verify that the BMC Atrium Orchestrator monitor adapters are able to read alerts from ServiceNow.
• Verify that the BMC Atrium Orchestrator actor adapter is able to connect to ServiceNow.
• Verify that the BMC Atrium Orchestrator for BladeLogic Server Automation adapter is able to run BLCLI commands. For more information, see Verifying the connection to BMC Server Automation.
• Verify that the BMC Atrium Orchestrator SNMP Monitor adapter is able to recent alerts/traps from BMC Server Automation.

BMC Server Automation

Perform the following checks to isolate the issue:

• Check the Job Schedule to see if the job was created with approval.
• Note the values of status, approval type and change parameters specified. If the status is Waiting for Approval, it means BMC Server Automation has sent the request to ServiceNow to create the change request and is waiting for the response that it was created and approved. See Status types for change management approval jobs in the BMC Server Automation documentation.
• If the status is Scheduled, it means that although the change request was created, associated, and has been approved, it will be executed only at the scheduled time.
• Check whether there is a value of ChangeID in the job properties, which will indicate whether the change request has been created and associated.
• Check to see if the job completed, and if so then view the results. From the Jobs folder, navigate to a job, right-click and select Show Results.

BMC Atrium Orchestrator

Perform the following checks to verify modules and adapters are loaded and working:

• Verify that the BMC Atrium Orchestrator modules and adapters are configured and loaded. For more information, see the Troubleshooting topic  in the BMC Atrium Orchestrator Platform online documentation..
• Verify that the BMC Atrium Orchestrator monitor adapters are able to read alerts from ServiceNow.
• Verify that the BMC Atrium Orchestrator actor adapter is able to connect to ServiceNow.
• Verify that the BMC Atrium Orchestrator SNMP Monitor adapter is able to recent alerts/traps from BMC Server Automation.