Troubleshooting incident creation

After installing BMC Service Resolution 3.0 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.

Single-click validation test fails for the Check incident test and Incidents are created but the incident information is not received in BMC TrueSight Infrastructure Management / BMC ProactiveNet.

• On the ITSM server, verify whether BMC TrueSight Infrastructure Management / BMC ProactiveNet is registered in the INT:BPPMDetails form. If it is not registered, run the following command from the BMC TrueSight Infrastructure Management / BMC ProactiveNet Central or Stand alone server:

pw ibrsd register –arhost <AR server name> -arport <AR Server Port> -arUser <AR user name> -arpwd <AR user password>

• Check the ibrsdarplugin.log file located in the /Arserver/DB folder.
• Enable BSR 3.0 configuration. For more information, see Enabling BMC Service Resolution.

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.