Troubleshooting Closed Loop Server Compliance and Audit

To troubleshoot issues with the Closed Loop Server Compliance and Closed Loop Server Audit use cases, perform the steps in the following sections to isolate the issue.

In BMC Server Automation

Perform the following checks to isolate the issue.

• Check whether ITSM Approval is configured for the Compliance or Audit Job. In the BMC Server Automation Console, select Configuration > Approval Configuration.
• Check whether a compliance or audit discrepancy was found. In the Jobs folder, select a Compliance Job or an Audit Job, right-click, and select Show Results.
• Check to see if the interaction with the change management system was successful by reviewing the job schedule log, which is displayed under the job until the job starts running.
• Check the job schedule log by completing the following tasks in the BMC Server Automation Console:
  • Select the job from the Jobs folder.
  • Right-click and select Open.
  • Click the Schedule tab.
  • Review the job schedule log to see:
    • when the job has been approved and is waiting to run
    • if the attempt to schedule the job has failed (for example, failed to create or update the change ticket)
  • After the job starts executing after approval, the information in the job schedule log is rolled into job log.
• View the job schedules and note the value of ChangeID, which shows the ID of the Change Request created, if available.
• Check the Job status:
  • Waiting for approval
  • Request approved – Waiting for schedule
  • Request approved – Executed (success or failure)
• After the change request is approved in BMC Remedy ITSM, BMC Atrium Orchestrator triggers the remediation job in BMC Server Automation. Check the Remediation Job Results view to see if the job ran. From the Jobs folder, navigate to a job, right-click and select Show Results. Check to see if there were errors in the job run.
• Check to see if the Remediation Job sent results back to BMC Remedy ITSM.

In BMC Atrium Orchestrator

Perform the following checks to verify that the modules and adapters are loaded and working.

• Verify that the BMC Atrium Orchestrator modules and adapters are configured and loaded. For more information, see the Troubleshooting topic in the BMC Atrium Orchestrator online documentation.
• Verify that the BMC Atrium Orchestrator monitor adapters are able to read alerts from BMC Remedy ITSM.
• Verify that the BMC Atrium Orchestrator actor adapter is able to connect to BMC Remedy ITSM. For more information, see Verifying-the-connection-to-BMC-Remedy-ITSM.
• Verify that the BMC Atrium Orchestrator for BladeLogic Server Automation adapter is able to run BLCLI commands. For more information, see Verifying-the-connection-to-BMC-Server-Automation.
• Verify that the BMC Atrium Orchestrator SNMP Monitor adapter is able to recent alerts/traps from BMC Server Automation.

In BMC Remedy ITSM

Perform the following checks to see if the ticket was created.

• Query for the change request ticket number identified in the BMC Server Automation Job, if available. If the Change ID is not available in the Job, query for Change Requests based on the name of the Change Template used to create change requests. This action checks to see if the change request was created but the Change ID was not propagated back to the BMC Server Automation Job.
• If the change request is not found, BMC Atrium Orchestrator might have encountered an error creating the change request.
• If the change request is found, check the value of Status and Next Approval Phase to see the current status of the change request:
  • Status = Scheduled, and Approval Status = Review – The change request has been submitted but has not gone through the approval process. Verify the change request is assigned appropriately. If the change request is undergoing approval, investigate the approval process in BMC Remedy ITSM.
  • Status = Implementation in Progress, and Approval Status = Close Down Approval  – The change request has been approved.  This is the status shown when the job is waiting to run, or is waiting for the update that the job has run. 
  • Status  = Completed or Closed.  The job has been run in BMC Server Automation, and details of the job should be in the work details.
• Perform the following queries:
  • Query on Alert Events to see if the notifications by BMC Remedy ITSM on the changes in the state of the change request were sent to BMC Atrium Orchestrator.
  • Query for all Alert Events to be read by BMC Atrium Orchestrator using the following: User = <BMC Remedy user that was used to configure the BMC Remedy Monitor adapter>.
  • Query for all Alert Events on a particular Change Request/Incident by using the following: 'Alert Text' LIKE "%<Change ID or Incident ID>%"
  • The value of the Read field indicates whether the alert has been received by BMC Atrium Orchestrator. 'Read' = X means the alert has not been read by BMC Atrium Orchestrator.