Troubleshooting the BMC Remedy AR System adapter

This topic provides information about troubleshooting issues specific to the BMC Remedy AR System adapter.

• • Generic issues
  • BMC Atrium Orchestrator and BMC Remedy AR System integration issues
  • Related Knowledge Articles

Generic issues

Message: BMC Remedy AR System server not sending notifications to a client.

Explanation: The BMC Remedy AR System server stops sending notifications to a client if the maximum number of allowed attempts fails.

User response: Restart the BMC Remedy AR System server to clear its cache.

BMC Atrium Orchestrator and BMC Remedy AR System integration issues

The integration between BMC Atrium Orchestrator and BMC Remedy AR System fails, because the AR System API files arutil-7.5.00.08.jar and arapi-7.5.00.08.jar bundled with the BMC Remedy AR System adapters are not supported by the BMC Remedy AR System version 9.0.

Before you integrate an AR System application with an Atrium Orchestrator web service, perform the following steps:

1. Open the BMC Atrium Orchestrator CDP Installation folder. 
2. Navigate to the following folder:
   
   • For ro-adapter-remedy-actor
     \server\grids\<YourGridName>\library\adapters\implementations\ ro-adapter-remedy-actor_<version>
   • For ro-adapter-remedy-monitor
     \server\grids\<YourGridName>\library\adapters\implementations\ ro-adapter-remedy-monitor_<version>
3. Stop the BMC Atrium Orchestrator CDP service.
4. Replace the existing arutil-7.5.00.08.jar and arapi-7.5.00.08.jar files with arutil90_build001.jar andarapi90_build001.jar files.

5. Update the following content in the config.xml file:

   <required-jars>
   <required-jar>arutil-7.5.00.08.jar</required-jar>
   <required-jar>jlicapi-5.1.jar</required-jar>
      <required-jar>arapi-7.5.00.08.jar</required-jar>
   </required-jars>

   with

   <required-jars>
   <required-jar>arutil90_build001.jar</required-jar>  
   <required-jar>jlicapi-5.1.jar</required-jar>  
   <required-jar>arapi90_build001.jar</required-jar>
   </required-jars>
6. Restart the BMC Atrium Orchestrator CDP service.

Related Knowledge Articles

Refer to the following Knowledge Article on the BMC Support site related to BMC Remedy AR System adapter:

000082370: Atrium Orchestrator - Remedy Monitor Adapter does not pick up alerts except on adapter activation

KA327406: Troubleshooting issues connecting from the BMC Remedy Action Request System Actor and Monitor Adapters for BMC Atrium Orchestrator to BMC Remedy Action Request System