This section lists troubleshooting information for issues that can occur during Integration for BMC Remedy Service Desk use.
The following workflow shows the phases that an event goes through as it is processed in Integration for BMC Remedy Service Desk and shows the messages that are displayed in the trace log file for each phase. You can use these messages to track the progress of an event and troubleshoot any issues. For instructions about enabling log files, see Enabling trace/logs for Integration for BMC Remedy Service Desk.
Incoming message (BAROC)..
Message received from IM, with type : 1 (NEW) OR 2 (MOD)
Dump Before Translate
Mapping started for Event :
Dump After Translate Dest Event
Mapping completed for Event :
Submitting record in remedy form -
Receiving Response from AR Server :
Dispatching new event Success
When running Remedy mid tier, if the Integration for BMC Remedy Service Desk (IBRSD) module dialog boxes fail to appear, Internet Explorer pop-up blockers can be the cause.
Workaround: Disable Internet Explorer pop-up blockers.
Workaround: Nullify the contents of these slots while propagating to Integration for BMC Remedy Service Desk by using the gateway.ibrsd file.
For example, if you have a large amount of data in the
mc_operations slot, modify the gateway.ibrsd file as follows:
Restart the cell after any changes to the gateway.ibrsd file.
If a policy is deleted, you might not receive incident updates.
Integration for BMC Remedy Service Desk truncates event message to 100 characters and writes the truncated message to the incident notes.
If no incidents are generated when you send events that match the propagation policy, perform the following procedure:
b. If the value is
ibrsd:1, in the Incidents form, check whether the incident is being generated.
If an intelligent incident is created in BMC Remedy Service Desk but no corresponding event is displayed in the operator console Events list, ensure the following:
Check the INT:BPPMDetails form and verify that the details of the Central Server have been registered. If the details are not present in the form, run the following command from the Central Server:
This command registers Infrastructure Management in the INT: BPPMDetails form.
When using a cell other than home_cell, edit the notification registry in the Administration > Dynamic Data Editor tab in the administration console, and enter the cell name in the Clients field as shown in the following figure.
Notification Registry Internal in the administration console
When you try to create an incident as a Demo user, Integration for BMC Remedy Service Desk displays the following workflow error:
Incident workflow error
To avoid this error, before you install the Integration for BMC Remedy Service Desk - BMC Remedy AR System module, ensure that the user used to connect to the BMC Remedy AR System Server has the following permissions:
If cross-launch fails, check the versions of Java software installed for Infrastructure Management.
If the BMC Remedy mid tier is not present in the default web path, cross-launch fails with the following error message: Federation access method type AR is not currently supported .