Troubleshooting operator-initiated change

To troubleshoot issues with the operator-initiated change use case, perform the steps in the following sections to isolate the issue.

In BMC Server Automation

Perform the following checks to isolate the issue:

• Check the Job Schedule to see if the job was created with approval. See Executing-a-job-with-BMC-Remedy-ITSM-approval in the BMC Server Automation online documentation.
• Note the values of status, approval type and change parameters specified. If the status is Waiting for Approval, it means BMC Server Automation has sent the request to BMC Remedy ITSM to create the change request and is waiting for the response that it was created and approved. See Status-types-for-change-management-approval-jobs in the BMC Server Automation online documentation.
• If the status is Scheduled, it means that although the change request was created and associated and it has been approved, but is awaiting the scheduled time.
• Check whether there is a value of ChangeID in the job properties, which will indicate whether the change request has been created and associated.
• Check to see if the job completed, and if so then view the results. From the Jobs folder, navigate to a job, right-click and select Show Results.

In BMC Atrium Orchestrator

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

• Verify that the BMC Atrium Orchestrator modules and adapters are configured and loaded. For more information, see Troubleshooting 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 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 change request was created or updated.

• Query for the change request ticket number identified in the job, if available. If the change ID is not known, query based on the Change Template categorization that is used to create change requests. This query will show you if the change request was created, but the ID was not propagated back to the BMC Server Automation job.
• Verify the incident or change request is related to the CI specified in the template.
• Check the Approval Status of the change cequest to see if it will go through the approval process.
• Verify the categorization of the change request requires approval. See Configuring-job-approval-for-job-types in the BMC Server Automation online documentation.
• Check the Approvers page of the change request to see whom is it waiting for approval.
• Check the value of status of the change request:
  • Pending Approval --The change request requires approval, and is awaiting for it
  • Planning – The change request has been approved, or does not require approval. This status indicates that the Job is waiting to run, or BMC Remedy ITSM is waiting for the update that the job has run.
  • Resolved or Closed – The change request has been approved (if necessary), the job has run, and the change request has been updated with the results of the job and closed.
• 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.