Problem creating an incident

Step 1: Verify port number

Verify that port number 162 is available for the BMC Atrium Orchestrator adapter. BMC Network Automation can only send traps to port 162.

Step 2: Verify template is created

Verify that the Network Incident Template is created.

1. Log on to BMC Remedy User with the user account you created for the solution (for example, orchestrationuser or ccnuser).
2. Verify that an incident can be created manually using the Network Incident template. If this action fails, verify that the account setup and Network Incident template configuration are correct.

Step 3: Collect logs

Collect the logs in the folder BBNAInstallPath\tomcat\logs in case of BMC Atrium Orchestrator tomcat errors.

Step 4: View alert list

View the alert list under View > Alert List for events.

Step 5:  Activate API Log in BMC Remedy AR Server

To activate the API log in BMC Remedy AR Server, complete the following steps:

1. Log on to BMC Remedy User.
2. Go to AR System Administration Console.
3. Select System > General.
4. Click Server Information.
5. On the Log Files tab, check API and Filter and Please give the same filename for both.
6. Collect the log file and send it to BMC Customer Support.

Step 6: Verify the BMC Network Automation URL

To verify the BMC Network Automation URL, complete the following steps:

1. Log on to BMC Network Automation.
2. Go to Admin > System Parameters.
3. Verify that Site URL is https:// BMC Network Automation -server/.
4. Log on to BMC Remedy User.
5. Select Incident Management Console > General Functions > Search Incident > Relationships tab.
6. Open the related change request.
7. On the Task tab, open the related task.
8. On the Data tab, verify that Character 02 has the BMC Network Automation launch URL (This URL is received from the BMC Network Automation trap).