Event management policies troubleshooting

The following issues can occur when you are using event management policies:

• The policy is not running
• The notification policy is configured to generate a notification email, but no email is being sent
• An Invalid data error is displayed when running a dynamic data enrichment policy
• An invalid timeframe error message is displayed when running a dynamic data enrichment blackout policy
• The BMC TrueSight Infrastructure Management Server response times are poor and a buffer full exceptions message is displayed in the trace file

The policy is not running

The policy is not running. 
Perform the following tasks and verifications: 

• Access the Policy Details tab for the policy and ensure that Enabled is selected. 
• For dynamic data enrichment policies only, access the Policy Details tab for the policy and ensure that the Match Fields and Output Fields contain the exact number of match fields in the same order as the associated data enrichment source file. 
• For dynamic data enrichment policies only, ensure that you have imported the data from the data enrichment source file into the cell by using the Import tab.

The notification policy is configured to generate a notification email, but no email is being sent

Notification email messages are not sent when the SMTP server is not installed or set up correctly. 

When the product is installed, part of the installation process locates the SMTP server. If an SMTP server is not installed before the product is installed, email notifications cannot be sent. 

If you have installed an SMTP server after the product was installed, run the following utility from the product installation directory installationDirectory\Impact\server\etc\cellName\kb\bin\w4:

smail.exe -install <server_address> -f <sender_name>

where <server_address> is the name of your email server and <sender_name> is the name that you want to appear in the From line of the notification email.

For example, smail.exe -install mail.bmc.com -f BMC Technical Support

On UNIX systems, this utility is available at /usr/lib/sendmail or /usr/bin/sendmail.

An Invalid data error is displayed when running a dynamic data enrichment policy

The match fields and output fields are displaying mismatched data. 

There is a data mismatch between the match fields and output fields. 
Access the Policy Details tab for the policy, and ensure that Match Fields and Output Fields contain the exact number of match fields in the same order as the associated data enrichment source file.

An invalid timeframe error message is displayed when running a dynamic data enrichment blackout policy

The timeframes are not valid. 

Ensure that the timeframe defined in the data source enrichment file actually exists. For information about creating valid timeframes, see  How to create a new local timeframe.

Poor response times from the server and a buffer full exceptions message is displayed

Match table overload can cause slow response times from the server. 

If your Match table contains several thousand data records (testing has noted 7500), then when you try to run a copy, paste, export, or print action, you can encounter poor response times from the BMC TrueSight Infrastructure Management Server and find a message buffer full exceptions in the trace files. 

To overcome this limitation, you can remove the five sizing properties in the installationDirectory\console\etc\ix.properties file. After modifying the ix.properties file, you must restart the BMC TrueSight Infrastructure Management Server.