Validating the Proactive Service Resolution integration

Proactive Service Resolution (PSR) integrates TrueSight Operations Management and BMC Helix ITSM components via the BMC Helix Integration Service. After you integrate the relevant products, you can validate that the integration is working correctly.

Validating the integration

  1. From the Infrastructure Management operator console, go to Options > Administration.
  2. In the One Click Validation section, click Test.
  3. To start running the validation tests, click Run Validation.


Each time you run the one-click validation check, the associated logs are added to the following locations:

Windows:

  • installedDirectory\pw\pronto\logs\bsroneclick.log
  • installedDirectory\pw\pronto\logs\TrueSight.log

Linux:

  • /usr/pw/pronto/logs/bsroneclick.log
  • /usr/pw/pronto/logs/TrueSight.log


Resolving validation test errors

Use the information provided in this section to understand the validation tests and the corrective actions to be taken if any of the tests fail.

Test: Integration Service Configuration

Test: IBRSD.conf Configuration File

DescriptionVerifies whether the BMC Helix Integration Service configuration is populated correctly in the IBRSD.conf configuration file.
Expected result

The configuration values should be populated correctly in the installedDirectory/pw/integrations/ibrsd/conf/IBRSD.conf file.

 Click here to view a sample configuration...

Webhook.incident.status=enabled

Webhook.incident.ID=<ID>

Webhook.incident.targetStream=incident

Webhook.incident.CallbackURL=<URL>

Webhook.incident.CallbackUserName=<username>

Webhook.incident.CallbackPassword=<password>

it.integration.version=itv3

Webhook.incident.retryintervalinmillisecond=60000

Webhook.incident.retryCount=5

Webhook.incident.concurrentRequest=10

Corrective action

Reconfigure Proactive Service Resolution. See Setting up Proactive Service Resolution to enable automatic incident management

Test: Default Propagation Policy at cell

DescriptionVerifies if a default critical event propagation policy exists and is enabled.
Expected resultThe HELIX_IS_Event_Propagation_Policy should be created and enabled.
Corrective action

If a custom policy does not exist, check if the HELIX_IS_Event_Propagation_Policy is enabled in the administrator console.

Test: SDIG Service Status

DescriptionVerifies if the SDIG service is running.
Expected resultThe SDIG service should be running.
Corrective action

Check if the SDIG service is running. If not, start the service.

(Windows) Start the SDIG service from the Windows services.

(Linux) Start the SDIG instance as in the following example:
./ibrsd.sh start

Test: Integration Service Reachable

DescriptionVerifies if the BMC Helix Integration Service hostname is reachable from TrueSight Infrastructure Management.
Expected resultThe BMC Helix Integration Service hostname should be reachable.
Corrective action
  • Ping the BMC Helix Integration Service hostname to check if it is reachable.
  • Check if the BMC Helix Integration Service hostname is specified correctly in the Webhook.incident.CallbackURL parameter of the IBRSD.conf file.
  • Check if any firewall settings are blocking access.

Test: ITSM Reachable

DescriptionVerifies if BMC Helix ITSM is reachable from BMC Helix Integration Service.
Expected resultBMC Helix ITSM should be reachable from BMC Helix Integration Service.
Corrective action

Check BMC Helix Integration Service Troubleshooting

Test: Integration Service Credential Validation

DescriptionVerifies the user credentials specified in the IBRSD.conf file by logging in to the BMC Helix Integration Service.
Expected resultThe credentials specified should authenticate the user.
Corrective action

Disable and re-enable the TSOM Event to create ITSM Incident flow in BMC Helix Integration Service. For more information, see BMC Helix Integration Service Troubleshooting

Test: ITSM Credential Validation

DescriptionVerifies the BMC Helix ITSM credentials specified in BMC Helix Integration Service.
Expected resultThe credentials specified should authenticate the user.
Corrective action

Check BMC Helix Integration Service Troubleshooting

Test: Check Incident Create

Description

Verifies if incident creation is working through the URL specified in the Webhook.incident.CallbackURL parameter.

Expected resultAn incident should be created in BMC Helix ITSM.
Corrective action

Check BMC Helix Integration Service Troubleshooting

Test: Send event to cell

DescriptionCreates a test event in the cell.
Expected resultA test event should be created in the cell.
Corrective action
  • Run the pw system status command on the TrueSight Infrastructure Management server to check if the mcell process is running.
  • Verify that the cell host is up and running; go to the cell host and run the following command at the command prompt:
    mcstat –n <cellName>

    If the cell is up and running, the status is displayed as Running in the command prompt.
  • If the password for the bppmws_internal user in Remedy SSO is changed, run the following command to sync it with TrueSight Infrastructure Management:
    pw internaluser change_passwd
    This command prompts for the new password, validates the new password with Remedy SSO, and changes the password in TrueSight Infrastructure Management.

    Verify that the /pw/pronto/conf/bppmws_internal.properties file is modified with the latest timestamp.

Test: 

DescriptionForwards the test event from the cell to BMC Helix Integration Service gateway, based on the propagation policy.
Expected resultEvent propagation should be successful.
Corrective action

If using the default propagation policy, ensure that it is enabled in the administrator console.

If the cell cannot propagate events to the gateway, go to the cell host, and run the following command at the command prompt:

mcontrol -n <cellName> prop

To verify whether the propagation is successful, check the mc_propagations slot. This slot should contain ibrsd as the value.

Test: Check IncidentInfo from Integration Service

DescriptionVerifies if incident info is received by TrueSight Operations Management.
Expected resultThe incident info should be received by TrueSight Operations Management.
Corrective action

Check if the flow is enabled in BMC Helix Integration Service and for any errors under the timeline. For more information, see BMC Helix Integration Service Troubleshooting

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