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Troubleshooting BMC Network Automation integration to BMC Remedy ITSM

Note the following requirements for successful BMC Network Automation integration to BMC Remedy ITSM:

  • BMC Network Automation relies on templates named Network Change, Network Incident, and Network Task. If you choose not to follow the template naming convention, see Changing-BMC-Atrium-Orchestrator-Workflow-Defaults for additional setup instructions (making the changes in the BMC Atrium Orchestrator Grid Manager application).
  • The Support Group assigned to the embedded BMC Atrium Orchestrator Remedy user account (named orchestrationuser or ccnuser) must match the Authoring Groups assigned to the Network Change and Network Incident templates. The default is Change Management.
  • The Assignee Group in the Network Task template must match the group assigned in the embedded BMC Atrium Orchestrator task query. The task query populates the BMC Remedy inbox with incident-related changes and BMC Remedy-initiated changes, pending service by BMC Network Automation users.
  • The default Assignee Group is Change Management. Most likely you will define a unique Assignee Group for BMC Network Automation (for example, Network Engineering). If you elect to change the Assignee Group, see Changing-BMC-Atrium-Orchestrator-Workflow-Defaults for additional setup instructions (making the changes in the BMC Atrium Orchestrator Grid Manager application).

To troubleshoot issues with BMC Network Automation integration to BMC Remedy ITSM, complete the steps shown in the following table:

Step

Description

Step 1: Collect the logs

  • Collect the logs in the folder BNAInstallPath\tomcat\logs in case of BMC Atrium Orchestrator tomcat errors and logs.
  • Collect the install log in the folder BCA-Networks-Data\log\BCAN_install_log.txt.

Step 2: Verify BMC Remedy User account

  • Log on to BMC Remedy User with the user account you created for the solution (for example, orchestrationuser or ccnuser).
  • Verify you can manually create a change request using the Network Change template.
  • Verify you can manually create an incident using the Network Incident template.
  • If you cannot create a ticket logged in as orchestrationuser or ccnuser, neither can BMC Atrium Orchestrator. Verify both the orchestrationuser user account and template configurations, as described in Changing-BMC-Atrium-Orchestrator-Workflow-Defaults.

Step 3: Verify templates

Verify the following templates were created by the BMC Remedy administrator (not automatically created by installation process):

  • Network Change - Change Management
  • Network Incident - Incident Management
  • Network Task - Task Management
  • Verify that Groups are assigned correctly in the Templates and the BMC Remedy user account.

Step 4: Verify Federated Links

  • Log on to BMC Remedy User.
  • Go to the BMC Atrium CMDB Console>Federation Manager.
  • Verify Federated Products with ProductCode of BMC_CA_NETWORKS.
  • Verify five Federated Interfaces Owner with Product BMC_CA_NETWORKS, and verify that all URLs have the BMC Network Automation server name in the Access String.
  • Verify five Federated Links with BMC Atrium CMDB Class ID BMC_COMPUTERSYSTEM.

Step 5: Verify CMDB integration

Verify that the BMC Network Automation BMC Atrium CMDB integration is installed by performing the following steps:

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


 

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