Validating the Proactive Service Resolution integration

Proactive Service Resolution (PSR) integrates TrueSight Operations Management and BMC Helix ITSM components via the BMC Helix Integration Service. After you integrate the relevant products, you can validate that the integration is working correctly.

Validating the integration

From the Infrastructure Management operator console, go to Options > Administration.
In the One Click Validation section, click Test.
To start running the validation tests, click Run Validation.

Each time you run the one-click validation check, the associated logs are added to the following locations:

Windows:

installedDirectory\pw\pronto\logs\bsroneclick.log
installedDirectory\pw\pronto\logs\TrueSight.log

Linux:

/usr/pw/pronto/logs/bsroneclick.log
/usr/pw/pronto/logs/TrueSight.log

Resolving validation test errors

Use the information provided in this section to understand the validation tests and the corrective actions to be taken if any of the tests fail.

Test: Integration Service Configuration

Test: IBRSD.conf Configuration File

Description	Verifies whether the BMC Helix Integration Service configuration is populated correctly in the IBRSD.conf configuration file.
Expected result	The configuration values should be populated correctly in the installedDirectory/pw/integrations/ibrsd/conf/IBRSD.conf file. Click here to view a sample configuration... Webhook.incident.status=enabled Webhook.incident.ID=<ID> Webhook.incident.targetStream=incident Webhook.incident.CallbackURL=<URL> Webhook.incident.CallbackUserName=<username> Webhook.incident.CallbackPassword=<password> it.integration.version=itv3 Webhook.incident.retryintervalinmillisecond=60000 Webhook.incident.retryCount=5 Webhook.incident.concurrentRequest=10
Corrective action	Reconfigure Proactive Service Resolution. See Setting up Proactive Service Resolution to enable automatic incident management

Test: Default Propagation Policy at cell

Description	Verifies if a default critical event propagation policy exists and is enabled.
Expected result	The HELIX_IS_Event_Propagation_Policy should be created and enabled.
Corrective action	If a custom policy does not exist, check if the HELIX_IS_Event_Propagation_Policy is enabled in the administrator console.

Test: SDIG Service Status

Description	Verifies if the SDIG service is running.
Expected result	The SDIG service should be running.
Corrective action	Check if the SDIG service is running. If not, start the service. (Windows) Start the SDIG service from the Windows services. (Linux) Start the SDIG instance as in the following example: ./ibrsd.sh start

Test: Integration Service Reachable

Description	Verifies if the BMC Helix Integration Service hostname is reachable from TrueSight Infrastructure Management.
Expected result	The BMC Helix Integration Service hostname should be reachable.
Corrective action	Ping the BMC Helix Integration Service hostname to check if it is reachable. Check if the BMC Helix Integration Service hostname is specified correctly in the Webhook.incident.CallbackURL parameter of the IBRSD.conf file. Check if any firewall settings are blocking access.

Test: ITSM Reachable

Description	Verifies if BMC Helix ITSM is reachable from BMC Helix Integration Service.
Expected result	BMC Helix ITSM should be reachable from BMC Helix Integration Service.
Corrective action	Check BMC Helix Integration Service Troubleshooting

Test: Integration Service Credential Validation

Description	Verifies the user credentials specified in the IBRSD.conf file by logging in to the BMC Helix Integration Service.
Expected result	The credentials specified should authenticate the user.
Corrective action	Disable and re-enable the TSOM Event to create ITSM Incident flow in BMC Helix Integration Service. For more information, see BMC Helix Integration Service Troubleshooting

Test: ITSM Credential Validation

Description	Verifies the BMC Helix ITSM credentials specified in BMC Helix Integration Service.
Expected result	The credentials specified should authenticate the user.
Corrective action	Check BMC Helix Integration Service Troubleshooting

Test: Check Incident Create

Description	Verifies if incident creation is working through the URL specified in the Webhook.incident.CallbackURL parameter.
Expected result	An incident should be created in BMC Helix ITSM.
Corrective action	Check BMC Helix Integration Service Troubleshooting

Test: Send event to cell

Description	Creates a test event in the cell.
Expected result	A test event should be created in the cell.
Corrective action	Run the pw system status command on the TrueSight Infrastructure Management server to check if the mcell process is running. Verify that the cell host is up and running; go to the cell host and run the following command at the command prompt: mcstat –n <cellName> If the cell is up and running, the status is displayed as Running in the command prompt. If the password for the bppmws_internal user in Remedy SSO is changed, run the following command to sync it with TrueSight Infrastructure Management: pw internaluser change_passwd This command prompts for the new password, validates the new password with Remedy SSO, and changes the password in TrueSight Infrastructure Management. Verify that the /pw/pronto/conf/bppmws_internal.properties file is modified with the latest timestamp.

Test: Event Propagation to Integration Service

Description	Forwards the test event from the cell to BMC Helix Integration Service gateway, based on the propagation policy.
Expected result	Event propagation should be successful.
Corrective action	If using the default propagation policy, ensure that it is enabled in the administrator console. If the cell cannot propagate events to the gateway, go to the cell host, and run the following command at the command prompt: mcontrol -n <cellName> prop To verify whether the propagation is successful, check the mc_propagations slot. This slot should contain ibrsd as the value.

Test: Check IncidentInfo from Integration Service

Description	Verifies if incident info is received by TrueSight Operations Management.
Expected result	The incident info should be received by TrueSight Operations Management.
Corrective action	Check if the flow is enabled in BMC Helix Integration Service and for any errors under the timeline. For more information, see BMC Helix Integration Service Troubleshooting