Validating integrations

BMC Service Resolution integrates TrueSight Infrastructure Management/ProactiveNet and Remedy IT Service Management (Remedy ITSM) components. After you integrate BMC Service Resolution with the relevant products, you can validate that the integrations are working correctly.

Note

With TrueSight Infrastructure Management 11.3.02, an out-of-the-box propagation policy named, OneClick_BSR_OOB_Policy_For_Propogating_Events is automatically created in the Administrator console.

Each time you run the one-click validation check, this policy is automatically enabled and later disabled when the validation check is completed.

In addition, the following topics are provided:

Before you begin

  • Verify that the BEM propagation policy is enabled in TrueSight Infrastructure Management / ProactiveNet administrator console.
  • If you add TrueSight Infrastructure Management to a non-default tenant, ensure that the bppmws_internal user exists for the tenant, and the bppmws_internal user has the super user authorization profile.

To validate integrations

  1. Open the TrueSight Infrastructure Management / ProactiveNet operator console.
  2. Click Options > Administration.
  3. In the Intelligent Ticketing Configurations section, next to the Intelligent ticketing integration validation label, click Test.
  4. In the Validate Intelligent Ticketing and Outage Integration with single click dialog box, select one of the following options:
    • Quick check—Select this option to validate without creating a test incident or an outage record.

      Perform a quick check immediately after you install and configure BMC Service Resolution. This test checks all integration points between TrueSight Infrastructure Management / ProactiveNet and Remedy ITSM. Because this test does not result in the creation of a test incident, it can be useful when you do not want to maintain the lifecycle of a test incident.

    • Complete check—Select this option to perform an end-to-end check and create a test incident and test outage record.
      Even if all integration points are operational, incident creation can fail due to customizations on the forms. A complete check can identify the root cause of the failure.

Each time you run the one-click validation check, the associated logs are added at the following locations. To troubleshoot issues, you can visit these log files. Also, if the validation fails, errors are displayed in the window. To resolve the errors, see Resolving validation test errors.

Windows:

  • \usr\pw\pronto\logs\bsroneclick.log
  • \usr\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 topic to understand the checks and the corrective actions to be taken if any of the checks show an integration failure during an end-to-end integration test.

Test: Check Service Desk Accessibility

Test: Check Configurations

Description Verifies whether the AR System server and Remedy Mid Tier host ports, user names, and passwords are populated correctly in the configuration file.
Expected result The port number, user name, and password values should be populated correctly.
Corrective action

Configure BMC Service Resolution again. See Configuring BMC Service Resolution.

Test: Midtier Accessibility

Description

Verifies that the Remedy Mid Tier is accessible.

Expected result Remedy Mid Tier is accessible.
Corrective action

If the Remedy Mid Tier is not accessible, it is possible that it is using different credentials than the AR System server credentials. To get the Remedy Mid Tier credentials, run the following command from the command prompt:

(Windows) it30.bat midcrd -mwu <mid tier webserver user> -mwp <mid tier webserver password>

(UNIX) it30.sh midcrd -mwu <mid tier webserver user> -mwp <mid tier webserver password>

Test: SSL Certificates Validation

Description

Verifies whether valid SSL certificates are imported.

Expected result Valid Remedy AR System SSL certificates are imported on the TrueSight Infrastructure Management / ProactiveNet Performance Management host.
Corrective action Import valid SSL certificates on the TrueSight Infrastructure Management / ProactiveNet Performance Management host. See Importing SSL certificates.

Test: AR Login Credential Check

Description Validates connection to the AR System server.
Expected result Connection to the AR System server is established, and the web service call to the Mid Tier is successful.
Corrective action

Verify the <iBRSD_Home>/conf/ibrsd.conf file and ensure that the following entries are added and are correct:

  • AR System server host port
  • Remedy Mid Tier server port

Test: Accessible

Description Confirms that no exceptions are preventing access to the targeted service desk.
Expected result No exceptions should be displayed on the UI.
Corrective action

Troubleshoot the issue based on the exception displayed on the UI.

Test: Check Create Incident Operation 

Description Checks whether the create incident web service interface (HPD_IncidentServiceInterface) is accessible so that an incident can be created in Incident Management.
Expected result The incident web service should be accessible and you should be able to create an incident.
Corrective action

Ensure that the correct version of BMC Service Resolution is installed on the Remedy ITSM server.

Test: Check Create Outage Operation 

Description Checks whether the AST_CIUnavailabilityInterface form is accessible so that an unavailability record can be created in Incident Management.
Expected result The outage form should be accessible.
Corrective action

Ensure that the correct version of BMC Service Resolution is installed on the Remedy ITSM server.

Test: Check Service Desk Updates to BPPM Operation 

Description Checks whether the HPD_IncidentOutboundEvent form is accessible so that incident updates can be sent to Infrastructure Management.
Expected result The form should be accessible.
Corrective action

Ensure that the correct version of BMC Service Resolution is installed on the Remedy ITSM server.

Test: Send Event to Cell

Description Validates that events from TrueSight Infrastructure Management / ProactiveNet are being sent to the cell host.
Expected result TrueSight Infrastructure Management/ProactiveNet events are sent successfully.
Corrective action

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 shown as Running in the command prompt.

Test: Check Event Propagation to Gateway

Description Validates that events from the TrueSight Infrastructure Management / ProactiveNet cell are being sent to the integration gateway.
Expected result TrueSight Infrastructure Management/ProactiveNet events sent successfully.
Corrective action

If you are using TrueSight Infrastructure Management version previous to 11.3.02, perform the following checks:

  • The gateway is configured in the cell
  • Integration to Remedy Service Desk propagation policy is enabled in the ProactiveNet 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 prop

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

For more information, see Troubleshooting event propagation.

Test: End to End Incident Generation Test

Description Validates the end-to-end incident creation and incident info creation flow through the integration gateway.
Expected result

Incidents are successfully created.

Note

This test creates a new test incident in your incident management system. You must manually close this test incident.

Corrective action

If all other validation tests are successful, review the following logs:

  • pw/integrations/EventIntegrator/logs/eventIntegrator.log
  • pw/integrations/EventIntegrator/logs/eventInfoPoller.log
  • AR Filter logs
  • Mid tier logs

For information about enabling AR System server logs, see the following links in the Remedy AR System version 8.1 online documentation:

  • Enabling server-side AR System logs
  • Enabling logs for performance issues

Also, see Troubleshooting incident creation in this documentation space.

Test: End to End Outage Generation Test

Description Validates the end-to-end outage record creation through the integration gateway.
Expected result

Incidents are successfully created.

Note

This test creates a new outage record in your incident management system. You must manually close this outage record.

Corrective action

If all other validation tests are successful, enable and review the following logs:

  • pw/integrations/EventIntegrator/logs/eventIntegrator.log
  • pw/integrations/EventIntegrator/logs/eventInfoPoller.log
  • AR Filter logs
  • Mid tier logs

For information about enabling AR System server logs, see Enabling server-side AR System logs, Enabling logs for performance issues, and Troubleshooting incident creation.

Related topics

Installing BMC Service Resolution for Remedy ITSM

Troubleshooting

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