Troubleshooting the BMC Change Management integration

This topic provides information to help you troubleshoot issues that you might encounter with the BMC Change Management and BMC ProactiveNet integration.

Problem: Blackout policy is not created for events that are received successfully by BMC ProactiveNet

Ensure that the pronet.jserver.ruleconfigurator.enable flag in the pronet.conf file is set to true. If a blackout policy is not created, check if the pronet.jserver.ruleconfigurator.eventcollectiondowntime.enable flag is set to true. If the problem persists even after the flag is set to true, check the JServer logs for any errors. Some of the possible error conditions are:

• Mandatory slots are not propagated from the BMC ProactiveNet Cell to the gateway event handler.
• The configuration item (CI) does not exist.

Problem: Event is not created in the BMC ProactiveNet Cell

Check the web services logs for any change notifications. If change notifications are present, check the web services logs for any error conditions. Some of the possible error conditions are:

• The event is invalid.
• Mandatory slots are missing.
• Other internal server error.
  If JServer receives the event, check the JServer logs if the event is available. If the event is available, check for any error. Some of the possible error conditions are:
  
• The BMC ProactiveNet Cell is not connected.
• An exception has occurred in the BMC ProactiveNet Cell, due to invalid data.
  If the BMC ProactiveNet Operations Console does not display the event after it is sent successfully to the BMC ProactiveNet Cell, check the cell logs for any error.
  If the BMC ProactiveNet Cell receives the event, check the cell logs for any errors.
  

Problem: BMC ProactiveNet does not receive the event and there are no log entries in the BMC ProactiveNet logs

Perform the following steps to verify that the BMC ProactiveNet - BMC Change Management integration is active:

1. From BMC Remedy Change Management, select Application Administration Console> Custom Configuration> Change Management> Advanced Options> Change CI Event Notification to BPPM> BPPM Subscription. The status of the BMC ProactiveNet instance must be Active.
2. Click Test Connection. Verify the server name, user name, and password.
3. Check the AR Java Plugin.log and BMC ProactiveNet.log files for any errors.
4. Ensure that escalations are enabled in the AR Server setting.

Perform the following steps if events still do not appear on the BMC ProactiveNet Operations Console:

1. Check the CAI:Events form for any Error Out events. Check the error message code defined in the event and take appropriate action as described in BMC Change Management integration errors.
2. BMC ProactiveNet receives notifications only for CIs with BMC ProactiveNet Cell-enabled classes. Verify that the CIs are BMC ProactiveNet Cell-enabled.

Error logs

By default all logs are located at: installationDirectory/pw/pronto/logs/<logfolder>. The following table lists the location of logs of specific components:

Error logs

BMC Change Management integration errors

The following table lists error codes, messages, and description of some common errors that can occur while integrating BMC Change Management with BMC ProactiveNet.

Integration errors