Troubleshooting monitoring policies

Where are performance and event data configurations stored?

Configuration of the performance and event data that is sent from the PATROL Agents to BMC ProactiveNet Performance Management or TrueSight Infrastructure Management is defined in policies. These policies are applied to specific Agents based on the Agent selection criteria that is defined in each policy. For more information, see Managing policies.

Configuration is applied to a PATROL Agent

First, a PATROL Agent reads the tag information from the /AgentSetup/Identification/Tags/Tag/tagName pconfig variable, where tagName is the name of the tag. The PATROL Agent then sends the information to the Integration Service, which passes the information to TrueSight Presentation Server. TrueSight Presentation Server evaluates which policies match the tags or the Agent properties, determines the final configuration to be applied, and sends the configuration information to the PATROL Agent.

When the configuration is applied to a PATROL Agent

PATROL Agent initiates a configuration request after certain events, such as Agent installation, Agent restart, Agent auto-connection with Integration Service, or changing a tag on the Agent. If no policy matches the Agent conditions, the configuration information is not shared. The Agent does not receive the configuration until a matching policy is created. If a policy is created or updated, changes are pushed from TrueSight Presentation Server, through the Integration Service, to PATROL Agents.

Where are the PATROL Agent configurations stored

The monitoring solutions configuration is stored in the /ConfigData pconfig branch. The pconfig variables received by PATROL Agent from TrueSight Presentation Server are applied with the REPLACE request. For the configuration under /ConfigData, only the difference between the configuration received and the configuration that the Agent contains is applied. If some configuration is not received for a particular class, it is considered to be deleted and is deleted from /ConfigData. For the configuration under /AgentSetup, it is applied directly. 

Note: If there are conflicts, for /AgentSetup configurations, the variables under the /ConfigData pconfig branch take precedence.

How to enable debugging in TrueSight Presentation Server?

The following table provides information about the steps to enable debugging in TrueSight Presentation Server in different versions of the product. After you enable debugging, enable the policy to reproduce the issue so that it writes the issue or information in logs.

TrueSight Presentation Server version


TrueSight Presentation Server 10.5 and later

To enable debugging, run the following command:

tssh logger debug on -n <logger name>

To troubleshoot monitoring policy issues, use the CMA logger name (tssh logger debug on -n CMA).

To disable debugging, run the following command:

tssh logger debug off -n <logger name>

Here are examples of log files:

To disable debugging, run the following command:

tssh logger debug off -n CMA

TrueSight Presentation Server 10.0 and 10.1

  1. Edit the ./truesightpserver/confconf/logback.xml file:
    <logger name="CMA" level="INFO" additivity="false"> <appender-ref ref="TS_CMA" /> </logger>
    <logger name="CMA" level="ERROR" additivity="false"> <appender-ref ref="TS_CMA" /> </logger>
  2. Restart the TrueSight Presentation Server to make the change. 
    tssh server stop
    tssh server start

Logs for TrueSight Presentation Server 10.x & 11.x versions are written in the following files - <TS_HOME>/logs/CMA.log and Truesight.log.

Logs for BMC ProactiveNet Performance Management 9.x versions are written in <BMC_PROACTIVENET_HOME>\pw\pronto\logs/UAdmin.log and ProactiveNet.log.

To disable debugging - revert the changes in the ./truesightpserver/confconf/logback.xml file and then restart TrueSight Presentation Server.

How to use a different realm in a monitoring policy?

  1. Export the policy using cmapolicymigration.bat and then edit the policy to change the realm as following:
    cmapolicymigration.bat export -p policyName -n newName -d outputDirectory
  2. Change the realm from BmcRealm to default realm "*"

    Existing codeChange it to

    "tenant" : {  

    "name" : "BmcRealm",  
    "id" : "BmcRealm"  

    "tenant" : { 

    "name" : "*", 
    "id" : "*" 

  3. Save the policy and import the policies to TrueSight Presentation Server by running the following command: import -f -d inputPoliciesDirectory

How to migrate BMC ProactiveNet Performance Management 9.6 CMA policies to TrueSight Presentation Server policies?

  1. Export the policy from BMC ProactiveNet Performance Management by running the following command:
    Windows: C:\Program Files\BMC Software\ProactiveNet\pw\pronto\lib\DataMigrator\cmapolicymigration.bat
    UNIX: /usr/pw/pronto/lib/DataMigrator/
    You can also use the following options with this command:
    -d <output_directory> - Output directory is the location where policy-related data files are saved after export. If -d option is not provided, the current directory is considered as the output directory. 
    -p <policyname> - Name of the policy to be exported. If the name contains spaces, enclose the policy name in parenthesis (""). 
    -n <newName> - You can use this option to save an existing policy with a new name. Use N/A when all policies are exported. The exported policies are saved with this new name (N/A when all policies are exported.) 
    For example: cmapolicymigration export -d <output_directory> [all] [-p policyName [-n <newName>]].
    The exported file has the extension .mo and the policies are defined in the json format. 
  2. Open the .mo file in an editor.
  3. At the bottom of each policy, there is a section that includes the following field names: name, id, type, agentSelectionCriteria, tenant, precedence, description, enabled.
  4. Add the following fields to the policy json record: shared, associatedUserGroup, and owner (change the owner field to an LDAP user). 
    "shared" : false, 
    "associatedUserGroup" : "Administrators", 
    "owner" : "admin", 
    Here, owner is the username to which the ownership of this policy belongs, associatedUserGroup is one of the groups associated with the owner, and shared indicates if the policy is shared with other users in the group. 
  5. In the policy, make sure that the values for tenant (name, id) point to the correct SSO realm like the following: 
    "tenant" : { 
    "name" : "BmcRealm", 
    "id" : "BmcRealm" 
    Click here for a sample of the policy section after the changes. 
  6. Copy this file to the TrueSight Presentation Server server.
  7. In the command prompt, go to the following directory <TrueSight Presentation Server_Install_Location>/truesightpserver/bin.
  8. Invoke the following command.
    Note: Use the directory and do not specify a file. The utility imports all .mo files in the directory.
    cmapolicymigration.bat import -d <directory location of the bin directory>

Common issues

Monitoring policy is not applied on a PATROL Agent or specific PATROL Agents

To confirm that the policy lists the PATROL Agent on which the policy has to be applied, edit the policy and verify the Agent Selection Criteria and preview the list of PATROL Agents by editing the policy.

If the Agent Selection Criteria is based on tags and in preview list, the specific PATROL Agent is not listed, review the +get output pconfig to verify if the tag is present in the PATROL Agent configuration.

Tags can be pushed using the pconfig utility as:

PATROL_CONFIG "/AgentSetup/Identification/Tags/TAG/<TagName>" = {REPLACE = "TagDescription"}

For example

PATROL_CONFIG "/AgentSetup/Identification/Tags/TAG/WinOS" = {REPLACE = "Windows Operating System"}

For the steps to use the pconfig utility, see Using the pconfig utility to modify PATROL Agent configuration variables

Monitoring policies are not applied to any PATROL Agent

The following messages are seen in the Uadmin.log:
"Failed to send configuration to PA"
"Exception while getting list of policies applied to PA"
"Policy Evaluation Failed for Patrol Agent"
"Failed to get configuration from Evaluation Response for type AgentConfiguration"


The security policy registry keys are missing in BMC ProactiveNet Performance Management or TrueSight Presentation Server on Windows operating system. Add the missing registry keys.

Monitoring Policies not applied to new PATROL Agents

The following messages are seen in the CMA.log:

ERROR 01/22 12:28:41.368 [PolicyEvaluationStagingHandler_4] CMA BMC_TS-CMA854628 After policy update - Unable to get list of PATROL Agents associated to policy: [{}]. Latest configurations will not be sent to associated PAs
PolicyToAgentLookupFailedException: Failed to get list of patrol agents associated with policy


  1. Verify if the user who created or owned the policy exists or has been deleted. The policies owned by such users might not be shared with a group.
  2. Recreate the user as a local SSO user.
  3. Log on to TrueSight Presentation Server as that user.
  4. Modify the required policies by sharing them with the required group and save the changes.
    The policies are now applied as expected and all members of the defined group are able to modify the policy.
Monitoring policy is not applied due to mismatch of KM versions

The following messages are seen in the CMA.log (example):

ERROR 05/25 10:31:25 MOTypeAudit [PatrolAppClassLoadMsg_3] Failed to register MonitorType :[NT] ErrCode :[8] MsgID :[PA-0-10107-1527262279-1001] AgentID :[10107] Missing Resource String
ERROR 05/25 10:31:25 Invalid [PatrolAppClassLoadMsg_2] Unable to process AL due to KM is non CMA compatible. Missing Resource String


The error indicates that the KM version might be older and it cannot be configured via TrueSight Presentation Server. Upgrade the KM on the Patrol Agents to match the repository KM version.

You have two or more similar policies, should you merge or overwrite?


Whenever possible, merge similar policies. For example, merge the policies with no conflicts. If there is a conflict, the standard policy precedence is used - lower the precedence number, higher the precedence.

However, monitoring services via a policy is an exception. Service-based policies use the include and exclude criteria rather than the policy precedence when attempting to resolve a conflict that arises when two or more policies have the same or overlapping details. For more information, see Policy precedence best practices.

Following error is shown in CMA.log:

CMA BMC_TS-CMA854073 Unable to retrieve monitor solutions from the repository

This issue is caused by the missing solutions in repository in TrueSight Presentation Server (Repository > Installation Components).


If the solution is missing, re-import solutions for which some policies monitoring configuration are not shown.

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