TrueSight Network Automation job remains in Waiting for Approval status

Step 1: Verify BMC Remedy approval

Verify the assigned Job Approval Type at job submission has BMC Remedy approval enabled.

Step 2: Check for the
change request number

• If the job does not have a change request number assigned, go to Step 5 to request the logs.
• If the job has been assigned a change request number, log on to BMC Remedy User to make sure the change request has progressed to the "Scheduled" (approved) state.

Step 3: Verify TrueSight Network Automation/ BMC Remedy configuration

If you are using Automatic Approvals, verify the Network Automation and BMC Remedy configuration:

• Log on to BMC Remedy User.
• Go to the Application Administration Console.
• Select Custom Configuration > Foundation > Approval Process > Approval Configuration Process.
• Press F3 and click Search.
• Verify if Additional Qualification has No Impact for No Impact Change and Emergency for Emergency Change
• Verify if Status is Scheduled and Approval Status is Overall Green.

Step 4: Verify change timing

In Network Automation, verify the Job Approval Type used at the job submission has the change timing set to No Impact or Emergency.

Step 5: Collect logs

Collect the log files in the folder BCA-Networks\tomcat\logs in case of TrueSight Orchestration tomcat errors and logs.

Step 6: View the BMC Remedy User alert list

View the BMC Remedy User alert list under View > Alert List for events.

Step 7: Activate API Log in BMC AR System server

• Log on to BMC Remedy User.
• Go to the BMC AR System Administration Console.
• Click System > General.
• Click Server Information.
• On the Log Files tab, select Check API and Filename.
• Collect the file.

Step 8: Query for Tasks which should be shown in Remedy Inbox

To query for tasks which should be shown in BMC Remedy inbox in Network Automation, perform the following steps:

• Log on to BMC Remedy User.
• Go to the Change Management Console.
• Select General Functions > Search Change.
• Click Search, select any change request, and click the Tasks tab.
• Open the Task, and click F3.
• Select View > Advanced Search Bar.
• Enter the search query for BMC Remedy inbox: 'Assignee Group+' = "Change Management" AND 'Request ID' LIKE "CRQ%"AND 'Status*'!= "Bypassed" AND 'Status*' != "Closed" AND 'Character 01' =$NULL$ AND 'Status*'!= "Staged"\ 
• Enter the search query for change request: 'Assignee Group+' = "Change Management" AND 'Request ID' LIKE "CRQ%" AND 'Status*'!= "Bypassed" AND 'Status*' != "Closed" AND 'Character 01' = $NULL$ AND 'Status*'!= "Assigned"
• In the above query, the Change Management group is the same group as the Network Task Template.

Step 9: Query for Tasks which have Automated or No Approval

To query for Tasks which have Automated or No Approval in Network Automation, perform the following steps:

• Log 0n to BMC Remedy User.
• Go to the Change Management Console.
• Select General Functions > Search Change.
• Click Search, select any change request, and click the Tasks tab.
• Open the Task, and click F3.
• Select View > Advanced Search Bar.
• Enter the search query for Assigned tasks: 'Assignee Group+' = "Change Management" AND 'Request ID' LIKE "CRQ%" AND 'Status*'!= "Bypassed" AND 'Status*' != "Closed"  AND 'Character 01' != $NULL$ AND 'Status*'!= "Staged"
• Enter the search query for Staged tasks: 'Assignee Group+' = "Change Management" AND 'Request ID' LIKE "CRQ%" AND 'Status*'!="Bypassed" AND 'Status*' != "Closed"  AND 'Character 01' !=$NULL$ AND 'Status*'!= "Assigned"
• In the above query, the Change Management group is the same group as the Network Task Template.
• Verify the Job ID by clicking the Data tab and verifying the Character 01 field.

Step 10: Verify the Network Automation and CMDB integration

• Log on to BMC Administrator User.
• Click Filters.
• Check for the following filters:
  • INT:BBNA:CMDBFederatedInterfaceUpdate
  • INT:BBNA:CHG:ApprovalNotification
  • INT:BBNA:TMS:UpdateServerFromCAI
• Click Active Links.
• Check for the following links:
  • INT:BBNA:TMS:EnableLaunchButton
  • INT:BBNA:TMS:Launch
  • INT:BBNA:TMS:LaunchConflictResolution
  • INT:BBNA:TMS:MultiSiteUpdate

Step 11: Restart the TrueSight Orchestration Adapter

To restart the Orchestration Adapter without restarting the Network Automation Web Server:

1. Log on to the Grid Manager: http://TSNAserverName/ao/gm/
   The default Username/Password is admin/admin123).
2. On the Status tab, click the BBNA_GRID.
3. Select the RemedyMonitorAdapter option and click the red and green buttons on the top left of the table to stop and start the adapter.