Infrastructure Events workarea overview

The Infrastructure Events workarea allows the cloud administrator to view the status of Distributed Server Option (DSO) and Reconciliation Engine events for a heartbeat status and event log status on the enterprise BMC Remedy AR System server (AR System server) and the cloud AR System server.

This topic includes the following sections:

Icons and controls

• Status tables — The status icons display worst condition listed in each table. From best to worst, the status states are Good, Information, Warning, Unknown, Error, and Reset.
  •  Indicates the status is good.
  •  Indicates that the heartbeat returned 1.5 times longer than the heartbeat interval but less than 2 times the heartbeat interval.
  •  Indicates an error message was returned or that the heartbeat was returned 2 times longer than the heartbeat interval.
  •  Indicates an unknown DSO status because a dependent server is down.
  •  Indicates that the reconciliation job event has a state of warning or information.
  •  Indicates that monitoring and the status was reset.
  • Click View in the Details column for more information about the status.
• Controls
  • Clear the Monitoring On check box to disable monitoring.
  • Click the  reset button to clear the current status states.
  • Click the  refresh button to refresh the data.

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DSO Heartbeat status

The DSO heartbeat runs at an interval of every two minutes. The Reconciliation Engine heartbeat uses the Continuous Job Interval as set on the enterprise AR System server and the cloud AR System server.

The heartbeat displays one of the following status indicators:

• Good — Displayed when the response time is approximately within 1.5 times the interval.
• Warning — Displayed when the response time is approximately greater than 1.5 times the interval but less than 2 times the interval.
• Error — Displayed when the response time is approximately greater than 2 times the interval.

Heartbeat errors do not always indicates real errors. If there are many records to process, the error could indicate that the system is simply taking more than 2 times the set interval to process the records. If you consistently see heartbeat errors, consider making adjustments to the workflow, as described in To customize the heartbeat to prevent false errors.

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To customize the heartbeat to prevent false errors

If you consistently see heartbeat errors, adjust the following filter workflow if you think that the records simply need more time to be processed:

• The enterprise BMC Remedy AR System server:
  • CMF:DHB:SendDSO-EAR-HeartBeat-DSOtoCAR_30 & 40
  • CMF:DRH:UpdateDSO-CAR-HeartBeatCheck_030 & 40
  • CMF:DRH:UpdateRE-EAR-HeartBeatCheck_020, 30, 40

• The cloud BMC Remedy AR System server:
  • CMF:DRH:UpdateDSO-EAR-HeartbeatCheck_020, 30, 40
  • CMF:DRH:UpdateRE-CAR-HeartBeatCheck_020, 30, 40

To adjust the filters:

1. Login as an AR System administrator.
2. Open the following form: CMF:DSORE-HealthStatus.
3. Search for records in which InfrastructureEventSubType = Heartbeat.
   There are 4 records on the EAR server: 2 for the cloud AR System servers and 2 for the enterprise AR System server.
4. Look at the Run Time Delta Interval value for each record.
   If the value is consistently greater than 1.5 times the value in the Update Interval field, warnings occur. If the value is consistently greater than 2 times the value of the Update Interval, errors occur.

5. You can manually adjust the run if qualification in the workflows listed above on both the enterprise AR System server and the cloud AR System server.
   For example, if the Run Time Delta Interval has a value of 300 and the Update Interval has a value of 120, then you might want to adjust the Update qualification for the run if so that the value falls within the normal range. 
   
   For CMF:DRH:UpdateDSO-CAR-HeartBeatCheck_030, the run if qualification is:

   ('Run Time Delta Interval' > ('Update Interval' * 1.5)) 
   AND ('Run Time Delta Interval' < ('Update Interval' * 2)) 

   Consider changing the qualification from 1.5 to 2.6 and the 2 to 3 in each workflow listed above.

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Event log status

The event log status displays one of the following status indicators:

• Good — Indicates that no issues were found.
• Informational — Displays an informational message from DSO or reconciliation engine.
• Warning — Displays a warning message from DSO or reconciliation engine.
• Error — Displays an error message from DSO or reconciliation engine. The DSO status also displays as Error if there is a pending DSO operation.

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To get more reconciliation status information

From either the cloud AR System server or the enterprise AR System server:

1. Launch the BMC Atrium Core Console and select Applications > Reconciliation.
2. Look for the applicable reconciliation job:
   • BMC CSM CDB Data Reconciliation on the cloud AR System server
   • BMC CSM ENT Data Reconciliation on the enterprise AR System server

For more information, see Viewing reconciliation job status, results, and history.

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DSO status scenario

This sample scenario can help you understand the how to interpret a DSO status.

DSO is no longer running on the cloud AR System server, the cloud AR System heartbeat is set to Error and the enterprise AR System heartbeat is set to unknown. This combination of heartbeat statuses, cloud AR=error and enterprise AR=unknown, indicates that you should troubleshoot and fix any DSO issues on the cloud AR System server before you troubleshoot DSO issues on the enterprise AR System server.

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Troubleshooting infrastructure event issues

After you review the status information, see the following troubleshooting sections:

• Reconciliation Engine issues
• Distributed Server Option issues

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Related topics

Pending Activities workarea overview
Audit Trail workspace overview