Troubleshooting the BMC Helix Change Management integration

If the BMC Helix Change Management integration configuration fails, check the following log files:

%TrueSight_Presentation_Server_HOME%/ truesightpserver/logs/TrueSight.log

%TrueSight_Presentation_Server_HOME%/ truesightpserver/logs/ rest-access.log

Troubleshooting connectivity issues

If there are connectivity issues even after verifying the integration, take the following steps in any order:

• Verify that the connection to the TrueSight Presentation Serveris available. To do this, do the following:
  1. Open the BMC Helix Change Management portal and go to Application Administration Console > Custom Configuration > Change Management > Advanced Options > Change CI Event Notification to BPPM > BPPM Subscription.
  2. Click The Test Connection button.
• Check the CAI:Events form for the following errors:
  
  • 401: Do one of the following:
    • Check if you have manually change the password of the csm_user, which is the default user. You can change the password from the CAI:AdapterConfiguration form.
    • Verify that the CA-signed certificates are valid, that you have the all the required permissions, and whether the certificates are imported into the AR server keystore.
  • 400: Check the arjavaplugin.log for detailed error at ITSM server. TrueSight Presentation Server does not process the event if it finds multiple entries of a resource (CI).
  • 404: Verify that the CI is available on the TrueSight Presentation Server.
  • 403: Verify that the CSRF filter in the TrueSight Presentation Server Server is disabled.
• Use the following curl command to diagnose connectivity issues:
  curl -k -v -XPOST -H "Content-Type: application/json" --data "{\"username\":\"csm_user\",\"p\":\"csm_user12345\",\"tenantName\":\"*\"}" https://<customer tsps host name>:<gateway server port>/tsws/10.0/api/authenticate/login
• Ensure that the TrueSight Infrastructure Management server to which the CI belongs is correctly registered to the TrueSight Infrastructure Management, and is in the Connected state.
• Delete existing events from the ITSM CAI:Events form and clear the BMC Remedy mid-tier cache.
• See the arjavaplugin.log file and the ARfilter logs for further information.

Troubleshooting a failed web service

If the configuration fails because the CAI_ChangeManagementEventsSubscription_WS  web service is missing, do the following:

1. Log in to the mid-tier server and validate the UDDI server registration/validation on the Server Info page or CCS – AR Server.
2. Open the AR System WebServices Registry form and search for CAI_ChangeManagementEventsSubscription_WS web service. 
3. Update the information according to the following screenshot:
   
   
4. Disable the CSRF filter. To do this, run the following commands on the TrueSight Presentation Server:
   tssh properties set csrfFilter false
   tssh properties reload
5. Ask the BMC Helix network team to do the following:
   1. In the mid-tier, open the CAI:AdapterConfiguration” form and do the following:
      1. Update the gateway server reference details according to the following screenshot:
         
         
      2. Update the password.
   2. In the mid-tier, open the CHG:CHGBPM%3AConfigAdapter form and do the following:
      1. Update the csm_user password.
      2. Test the connection.