BMC Network Automation does not create a change request

Step 1: Check the log file

Check the BCA-Networks\tomcat\logs\tomcat_out.log file for an error similar to the following:
Caused by:
MessageType: 2
MessageNum: 90
MessageText: Cannot open catalog; Message number = 90
AppendedText: 10.128.136.48 (0) : RPC: Miscellaneous tli error - System error (Connection refused)
at com.remedy.arsys.api.Proxy.ARGetMultipleFields(Native Method)
at com.remedy.arsys.api.FieldFactory.findObjects(FieldFactory.java:177)
at com.realops.adapter.remedy.context.RemedyContext.doQuery(RemedyContext.java:403)
...

Step 2: Verify the user account

Each BMC Network Automation user must have a BMC Remedy User account with, at the minimum, the rights to submit change requests.

• Log on to BMC Remedy User.
• Open the People form and search for orchestrationuser or ccnuser, depending on how you created the account.
• Verify if the user in BMC Network Automation is the same as in BMC Remedy AR Server.
• Try to log on to BMC Remedy User as the BMC Network Automation user. 
• Verify under the Login/Access Details tab that the BMC Remedy AR Server user has, at the minimum, the Permission Groups: Infrastructure Change Submit permission with the associated License Type (for example, Read).

Step 3: Verify BMC Atrium Orchestrator account settings

To verify BMC Atrium Orchestrator account settings (typically orchestrationuser or ccnuser, depending on how you created the account), complete the following steps:

• Log on to BMC Remedy User.
• Open the People form and search the people form for orchestrationuser or ccnuser.
• Verify the account settings found in Creating and configuring BMC Remedy ITSM user accounts for continuous compliance for networks.
• Try to log on as orchestrationuser directly to BMC Remedy User.
• Try to create a change request manually (to verify that the permissions are correct).

Step 4: Check change request

Check to see whether BMC Network Automation requested to create the change request.

• Log on to BMC Network Automation.
• Go to Events > Filter.
• Check the "Info" Severity and click OK.
• Verify if the job is submitted.

Step 5: Verify that the BMC Atrium Orchestrator server is up

• Open the URL: https://FullyQualifiedDomainName:CDPWebServerPort/baocdp (default User/Password: admin/admin123).
  
  • FullyQualifiedDomainName represents the host name of the server and the domain name where the configuration distribution peer (CDP) is installed (for example, localhost.bmc.com orserver1.bmc.com)
  • CDPWebServerPort represents the actual web server port defined during the CDP server installation. (The default port number is 38080.) 
    The BMC Atrium single Sign-On logon page is displayed. 
• Verify that the BMC Atrium Orchestrator logs are enabled at the debug level.
• Go to the Manage tab, and select Peers > BMC Network Automation_CDP.
• Click Edit.
• Click Configure Logging.

Result

If BMC Atrium Orchestration is not connecting to the BMC Remedy AR Server, the job will be rejected with an error stating that the change template is not found.

Verify that the BMC Network Automation installation parameters for BMC Remedy access and credentials (orchestrationuser) are correct, as found in Configuring BMC Network Automation for Continuous Compliance for Network Automation.