Troubleshooting incident creation


After installing BMC Service Resolution 3.5 and performing relevant integrations and configurations, incidents are not created.

Run the single-click integration validation test to understand the problem areas for incident creation. For more information, see Validating integrations.

Single-click validation test fails for the Check incident test and Incidents are not getting created even though events are propagated to the integration gateway.

Check the eventintegrator.log file located in the BMC_ProactiveNet_HOME/pw/integrations/EventIntegrator/logs folder.

Causal and Impact incidents are not created. Level 3 use case is not working.

Verify whether the Level 3 policy is created and enabled from BMC TrueSight Infrastructure Management/BMC ProactiveNet Operations Console > Options > Administration tab > BMC Intelligent Incident Service Policy Configuration.

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  1. Cassie Derrick

    Please include how to turn on logging here.

    Nov 13, 2019 04:52
    1. Olha Horbachuk

      Hi Cassie Derrick,

      Thank you for the comment. In the BSR space, there already exists a page describing how to view logs. Please see Viewing Event Integrator logs. Hope this helps.



      Feb 24, 2020 07:59
  2. Sourabh Bhutkar

    Please include how to Verify whether the Level 3 policy is created and enabled from BMC TrueSight Infrastructure Management 11.3.04

    Dec 26, 2020 10:17
    1. Ravee Panjwani

      Thanks for your comment Sourabh Bhutkar. We have taken note of this and will provide an update.


      Jan 20, 2021 06:42