Integration for BMC Remedy Service Desk use issues

This section lists troubleshooting information for issues that can occur during Integration for BMC Remedy Service Desk use.

Tracking an event in the trace log file

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.

Integration for BMC Remedy Service Desk receives an event from the cell.
trace log file message: Incoming message (BAROC)..
Integration for BMC Remedy Service Desk processes the received event.
trace log file message: Message received from IM, with type : 1 (NEW) OR 2 (MOD)
Integration for BMC Remedy Service Desk performs a dump of the received event.
trace log file message: Dump Before Translate
Integration for BMC Remedy Service Desk translates the message.
trace log file message:
Mapping started for Event : mc_ueid
....
Dump After Translate Dest Event
...
Mapping completed for Event : mc_ueid
Integration for BMC Remedy Service Desk creates an entry in the staging form.
trace log file message: Submitting record in remedy form - stagingFormName using ARCreateEntry
The BMC Remedy AR system Server responds.
trace log file message: Receiving Response from AR Server : ARReturnCode
The event is successfully sent to the BMC Remedy AR System Server.
trace log file message: Dispatching new event Success

Enabling trace/logs for Integration for BMC Remedy Service Desk

Navigate to <InstallationDirectory>\pw\integrations\ibrsd\conf
Edit the ibrsd.conf file and set the following parameter values to 'yes':
trace=yes
tracesrc=yes
Edit the ibrsd.trace file:
1. Comment out the following lines:
  ALL ALL stderr
  ALL VERBOSE no
2. Add the below line:
  ALL ALL <File Name with full path>
  For example: ALL ALL c:\Remedy_Trace.log
Restart the iBRSD process.

Integration for BMC Remedy Service Desk dialog boxes fail to appear when running Remedy mid tier

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.

Event with a large amount of data in particular slots can result in an Integration for BMC Remedy Service Desk failure

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:

add.new=[ibrsdbppm90:cell_name=$CNAME,mc_operation='']

Restart the cell after any changes to the gateway.ibrsd file.

Incident updates cease

If a policy is deleted, you might not receive incident updates.

Event messages are truncated

Integration for BMC Remedy Service Desk truncates event message to 100 characters and writes the truncated message to the incident notes.

Incidents not generated

If no incidents are generated when you send events that match the propagation policy, perform the following procedure:

To verify the Integration for BMC Remedy Service Desk configuration

In the operator console, select the event that was propagated.
Under the Internals tab, check the value of the Propagation field:
1. If the value is pending:
- - Check whether the gateway.ibrsd information is present in mcell.dir.
  - Restart the Integration for BMC Remedy Service Deskservice.

b. If the value is ibrsd:1, in the Incidents form, check whether the incident is being generated.

Intelligent incident creation does not have a corresponding incident_info event in the operator console Events list

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:

The cell host is accessible from the BMC Remedy IT Service Management (BMC Remedy ITSM) host through the ping command.
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:
```
pw ibrsd register -arhost <AR server host> -arport <AR server port> -arUser <AR server user name> -arpwd <AR user password>
```
This command registers Infrastructure Management in the INT: BPPMDetails form.

Intelligent incidents not generated for service impact management scenario

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

Creating an incident as a Demo user displays workflow error message

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:

Administrator
Incident Config
Incident Master
Contact Organization Admin
Contact People Admin
Contact Support Admin
Contact Location Admin
Config Categorization Admin
Config Group Mapping Admin

Cross-launch fails

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 .

To update the web path

Log on to BMC Remedy Administrator.
Select the BMC Remedy AR System Server, and then select File > Server Information > Advanced tab.
In Default Web Path, change the entry to the following path:
http:// midTierServerName /arsys
Click OK.
Restart the BMC Remedy AR System Server.

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