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BMC Service Resolution 3.0 integrates BMC TrueSight Operations Management/BMC ProactiveNet and BMC Remedy IT Service Management (ITSM) components. After you install BMC Service Resolution 3.0, you can validate that the integrations are working correctly.

The following topics are provided:

To validate the integrations

  1. Open the BMC TrueSight Operations Management/BMC ProactiveNet Operations 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 Integration With Single Click window, click Test.

The results of the validation test are displayed on the screen.

Results of the single-click validation test

If the integration failed, errors are displayed on the screen. For more information, see Resolving validation test errors.

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 check show an integration failure during the end-to-end integration test.

Test: Check Service Desk Accessibility

Description

Verifies that the BMC Service Desk is accessible and that you are able to ping the AR System server.

Note:

This test checks whether the AR System server is accessible. However, if pinging systems through a firewall is disabled in your environment, this test fails even though the AR System server is accessible through web services.

As a result, the other end to end validation tests will be successful. If the Check Incident test is successful, it indicates that the end to end test was successful and the failure message associated with the Check Service Desk Accessibility test can be ignored.

Expected ResultBMC Service Desk is accessible.
Corrective action

Ensure that the AR System server host is in the same network as that of the BMC TrueSight Operations Management/BMC ProactiveNet server.

Test: Check Service Desk Availability

DescriptionValidates connection to the AR System server.
Expected ResultConnection 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
  • Mid Tier server port

Test: Send Event to cell

DescriptionValidates that events from BMC TrueSight Operations Management/BMC ProactiveNet are being sent to the cell host.
Expected ResultBMC TrueSight Operations Management/BMC 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

DescriptionValidates that events from the BMC TrueSight Operations Management/BMC ProactiveNet cell are being sent to the integration gateway.
Expected ResultBMC TrueSight Operations Management/BMC ProactiveNet events sent successfully.
Corrective action

Ensure:

  • The gateway is configured in the cell
  • Integration to BMC Remedy Service Desk propagation policy is enabled in the BMC TrueSight Operations Management/BMC ProactiveNet Administration 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: Check incident

DescriptionValidates that incidents are created 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

Enable and review the following logs:

  • <iBRSD_Home>/EventIntegrator/logs/event integration.log
  • AR Filter logs
  • ARJavaPlugin 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

Troubleshooting

5 Comments

  1. I thought based on the meeting this week that IBRSD was no longer part of the architecture?  Yet it is reference on these pages.

    1. Hi Luc,

      Thank you for the comment. Although Integration Gateway is used instead of IBRSD, some of the file names and UI labels still use the term "IBRSD". This would eventually be cleaned up.

      Regards,

      Ashwini

      1. That may end up being confusing to client's with experience with versions 1.0/2.0.

  2. In the validation of the integration section several steps have incorrect instructions:

    Step 1 reads "Open the BMC ProactiveNet Administration console." It should read "Open the BMC ProactiveNet Operations console."

    Step 2 reads "Click Options > Intelligent Ticketing Configurations > Single click incident creation test."  It should read "Click Options > Administration > Intelligent Ticketing Configurations > Intelligent ticketing integration validation > Test."

    1. Hi Luc,

      Thank you for the comment. I have updated the instructions.

      Regards,

      Ashwini