FAQ

Here are the answers to some frequently asked questions about BMC Helix Intelligent Integrations and BMC Helix Developer Tools . 

1. Can I integrate a third-party product for which out-of-the-box integration is not available?

   Yes. Use BMC Helix Developer Tools to build custom integrations for third-party products for which the out-of-the-box integrations are not available.

2. What is the difference between an alert and an event in SolarWinds NPM?

   For this information, see the SolarWinds NPM documentation.

3. Why can't I see all the entities in BMC Helix AIOps?

   In  BMC Helix AIOps , you can see only business services. To view entities other than business services, go to the BMC Helix Discovery console. For example, to check the list of imported Configuration Items (CIs), do the following:

   1. In the BMC Helix Discovery console, from the main menu, select  Explore > Data .
      The Infrastructure page lists the number of each type of infrastructure item in the system as well as any infrastructure objects assigned to you. It also displays a list of infrastructure-related reports.

   2. To view a list of CIs, under the Miscellaneous section, click <count> Import Records.
      A list of CIs is displayed. For information about how to search or filter these infrastructure items, see Managing your IT infrastructure.

   3. Click any Dynatrace CI from the list to display the View Object page, which lists the attributes of the object and its relationships with other objects. For information about the attribute mappings, see ImportRecord  and for information about steps to modeling the services, see Start anywhere application modeling.

4. Why do I see a difference between the number of entities available in the third-party product and the number of entities fetched in BMC Helix AIOps?

   After the specified time interval, BMC Helix AIOps fetches all CIs and event data from the third-party products, even if the data is already fetched in the previous cycle. Therefore, the CIs and events fetched in BMC Helix AIOps appear to be more than the number of CIs and events present in the third-party product. This situation causes no impact on performance.

5. Why are the Dynatrace or SolarWinds events missing if the integration was disabled for more than three days?

   By default, the BMC Helix Developer Tools collects the historical event data for the last three days (72 hours) only. If you disable the integration and enable it after three days, the maximum historical event data collected is available only for the last three days. For example, If you disabled the integration on July 10th and enabled it on July 20th, you will see the historical data is from July 17th to July 20th only (for the last three days or 72 hours). Any historical event data before the last three days is not collected.

6. Why am I not seeing the host details for the services imported from Dynatrace?

   The services imported from the Dynatrace metrics pipeline are not associated with their corresponding host details. Hence, the Dynatrace APIs do not provide the host data associated with the service to BMC Helix Developer Tools.

7. How do I enable debug logging to troubleshoot issues when BMC Helix Intelligent Integrations on-premises gateway is unable to collect data from a third-party product?

   Enable the swp-mediator logs in debug mode. For more information, see BMC Helix Intelligent Integrations on-premises gateway - How to collect the swp-mediator logs in debug mode.

8. How do I connect to the BMC Discovery Appliance using BMC Helix Intelligent Integrations?

   When configuring destination for a connector, enter the bearer token in the Access Key field and leave the Access Secret Key and Tenant ID fields blank.