Drift Management issues
The Drift Management installer writes notes, warnings, error messages, and other information to various log files. Drift Management also creates automatic incidents in BMC Incident Management. This topic describes the log files, including their location, the types of information they contain, and how to read the information. This topic also describes how to resolve issues in automatic incident creation from Drift Management.
Reviewing the log file details
When the installation is finished, the installer also creates detailed log files for the Drift Management application (BMC_Configuration_Drift_Management_InstallDetails.log ) and help (BMC_Configuration_Drift_Management_Online_Help_InstallDetails.log ).
By default, these detailed log files are created in the Logs folder in the following locations. These Logs folders are easily identified by the date and time in the name
C:\Program Files\AR System Applications\<ARS-server>\BMC Configuration Drift Management\Logs\<folder-create-date&time> /usr/arsystem/<ARS-server>/BMC_Configuration_Drift_Management/Logs/<folder-create-date&time>/
For example (with Windows and UNIX):
C:\Program Files\AR System Applications\drifter\BMC Configuration Drift Management Online Help\Logs\12.15.2008_at_02_34_52_PM_PST /usr/arsystem/perflab12.labs.bmc.com/BMC_Configuration_Drift_Management Online Help/Logs/09.07.2008_at_03_33_49_PM_PDT/
These logs list in detail the success of each of the steps the installation. The following describes the various error-related severity levels :
Error-related severity levels listed in the details log
|Indicates that a condition affecting service has occurred. Immediate corrective action is required.|
Indicates that a problem with relatively high severity level has occurred, for example, the RIK (Remedy Installation Kit) failed to import a certain .def or .arx file. It is likely that the normal use of the service will be affected.
Indicates that a problem with relatively low severity level has occurred. It is unlikely that the normal use of the service will be affected.
For additional details please refer to:
|Warning||Indicates that a problem that affects service will or could occur. Diagnostic and corrective action is recommended.|
Indicates that the message output is normal (that is, what was expected). For example, a process begins, a process finishes, status information is displayed, messages about the installed products, and so on. Samples include the following messages:
Note: These entries are very useful for troubleshooting.
Indicates an event that occurs during the normal execution flow of the Drift Management installer program.
In the following sample detail log file, the header specifies details about the server the application was installed on, the date of installation, and so on:
Host: dca2-vm-01 Created: 1189202767075; Fri Sep 07 15:06:07 PDT 2008 Version: 0 Roll: never;unlimited
The following selections from the details log file walk you through the types of messages you might see, for example, if the install was successful, if there were errors, or if there were fatal errors.
Details include, for example, the internal module name (SetRIKPathAction) that is being performed by the installer. These are helpful when debugging the installation for diagnostic purposes. You do not need to worry about details with the status of info, though they can be helpful for troubleshooting.
[07/Sep/2008:15:06:07 \-0700|] [SetRIKPathAction] info - - Extracted RIK location: C:\Documents and Settings\Administrator\Local Settings\Temp\150214.tmp\rik
[09/Oct/2008:20:02:28 \-0700|] [PrecheckerAction] info - - environment/product-family/product/name = BMC Remedy Change Management
You should pay careful attention to details with the status of audit. The following messages indicate actions that have been performed. These actions are successful.
[01/Oct/2008:09:14:58 \-0700|] [PrecheckerAction] audit - - BMC Drift Management prerequisite check complete with status: Pass
[01/Oct/2008:09:14:58 \-0700|] [CheckerPanel] audit - - Enforcing prerequisite check
Other messages describe in detail those actions that have failed for some reason. The different states of their failures are indicated, for example, major, minor, warning, and so on.
[01/Oct/2008:10:03:35 -0700] [ARImportAction] major - - [ERROR] Failed to process: C:\Program Files\AR System Applications\dca2-vm-01\BMC Configuration Drift Management\BMC_Configuration_Drift_Management\ar\dsmapp\en\set_CMDB_Roles.drm. For additional details please refer to: C:\Program Files\AR System Applications\dca2-vm-01\BMC Configuration Drift Management\BMC_Configuration_Drift_Management\ar\dsmapp\en\Logs\set_CMDB_Roles.log
[01/Oct/2008:10:06:38 \-0700|] [ARImportAction] minor - - [ERROR] Failed to import: C:\Program Files\AR System Applications\dca2-vm-01\BMC Configuration Drift Management\BMC_Configuration_Drift_Management\ar\dsmchg\en\dsm_chg_roles.arx. For additional details please refer to: C:\Program Files\AR System Applications\dca2-vm-01\BMC Configuration Drift Management\BMC_Configuration_Drift_Management\ar\dsmchg\en\Logs\dsmchg_error.log
Using log files to troubleshoot an installation
Messages in the log files are clearly defined - for example, [ERROR ] - that indicate the category of the message. Each message includes a timestamp or called routine, if applicable. Installation step outlines have no prefixes.
You can monitor the last update to the log files to ensure an installation is still running.
To troubleshoot an installation
- Before the actual installation starts and while you are still defining the settings in the installer programs, you can review the BMC_Configuration_Drift_Management_InstallDetails.log and BMC_Configuration_Drift_Management_Online_Help_InstallDetails.log log files to view the underlying progress of your installation, which logs messages have been created at a given point in the installation, and so on.
You can find these files in the %TEMP% folder for Windows or the /tmp directory for Solaris. In these log files, search in particular for failures with Status: ERROR.
- If you abort the installation, the BMC_Configuration_Drift_Management_InstallLog.log and BMC_Configuration_Drift_Management_Online_Help_InstallLog.logsummary log files are written to the following locations:
- User's Home directory defined in their environmental variable (Windows)
- User's root directory (Solaris)
After the installation, review the final versions of the log files for failures.
You can find these files in the Logs folder, identified by the date and time in the name, for example:
C:\Program Files\AR System Applications\dca2-vm-01\BMC Configuration Drift Management\Logs\10.01.2008_at_02_36_10_PM_PDT
Search for errors with critical, major, minor, or warning status.
Automatic incident creation issues
If you come across issues during automatic incident creation from Drift Management, verify the settings described below.
- Ensure that you have assigned a user to both Drift management permission group and BMC Remedy ITSM Permission group. For more information on permission groups, see Drift Management Permission groups.
- Ensure that while creating Incident Rules, Assignment Engine Integration is set to Yes.
To configure the Assignment Engine navigate to the Incident Rules form of the BMC Remedy ITSM - Incident Management. For more information on configuring incident rules, see Incident rules in the BMC Service Desk 8.1 online documentation.
- For a user to be able to view a template, ensure that the Assigned Group Name of the template is same as Support Group Name of the user. For more information on configuring assignment settings for templates, see Configuring assignment settings for incident management templates in the BMC Remedy IT Service Management 8.1 online documentation.
- If you have customized a form, such that you make an optional field as required, then while creating incidents, ensure that you pass “dummy” values in these fields through templates.
When you create an Incident Management request when a comparison job is running, and if more than 1000 CIs (detected drifts) are inserted into the Incident Management Request, the creation of the Incident fails due to a timeout during the AR System database update. To avoid this, ensure that you keep the potential number of drifts below 1000.