Troubleshooting server incident enrichment

To troubleshoot issues with the Server Incident Enrichment use case, perform the following steps to isolate the issue:

In BMC Remedy ITSM

Perform the following checks:

• View the incident in Incident Management. Naviagte to the Related Items page and verify there is a related ComputerSystem. Note the name of the ComputerSystem. Verify that the incident is open.
• Verify an alert was sent from Incident Management to BMC Atrium Orchestrator by issuing the following query on the Alert Events form: where 'Text' Like AOSIE:<Incident number>%
• Note: Alerts are periodically purged after they are read by BMC Atrium Orchestrator, so they will not collect here indefinitely.

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 BMC Atrium Orchestrator BladeLogic actor adapter is able to connect to BladeLogic for Server Automation. For more information, see Verifying-the-connection-to-BMC-Server-Automation.

In BMC Server Automation

Check for any of the following details:

• Verify the server name or ID is the same host name related to the incident.
• Check what details are available on the host.
• Check whether any jobs have been run against the server in the past 24 hours.