This documentation supports the 20.02 version of BMC CMDB.To view an earlier version, select the version from the Product version menu.

Troubleshooting jobs running in the Atrium Integrator console

This topic refers to resolving issues with jobs in Atrium Integrator:


To troubleshoot creating jobs, viewing jobs, and launching Atrium Integrator

If you create an Atrium Integrator or Pentaho job with a description that is longer than 256 characters, the following issues may occur:

  • You cannot create new jobs in the Atrium Integrator Console.
  • You cannot view existing jobs in the Atrium Integrator.
  • You cannot launch the Atrium Integrator Console.

 Workaround:

  • Open the UDM:RepositoryJob form and reduce the length of the description to less than 256 characters. 
  • Change the description of all the Pentaho jobs created under the job creation process to less than 256 characters.

To troubleshoot when a job fails to run

If the Job Name in the left side of the Atrium Integrator console is in red and has a JobStatus_FailIcon.gif next to it, the job failed to run.

If the Logging Details area in the Atrium Integrator console does not provide enough information for you to debug the error, you can open the following forms in a browser and search for the corresponding job or transformation entry:

Form name

Description

UDM:JobLog

This form provides details about the job run. For more information, see Excerpt named ars_job log form was not found in document xwiki:Service-Management.IT-Service-Management.BMC-CMDB.ac2002._inclusionsLibrary_ac._ac_2NW_LinksLibrary.WebHome. .

UDM:JobEntryLog

This form provides details about every entry in a job such as start, set variable, and sub transformations. For more information, see Excerpt named ars_Job Entry Log form was not found in document xwiki:Service-Management.IT-Service-Management.BMC-CMDB.ac2002._inclusionsLibrary_ac._ac_2NW_LinksLibrary.WebHome..

UDM:TransformationLog

This form provides details about the transformation run. For more information, see Excerpt named ars_Transformation Log form was not found in document xwiki:Service-Management.IT-Service-Management.BMC-CMDB.ac2002._inclusionsLibrary_ac._ac_2NW_LinksLibrary.WebHome..

UDM:StepLog

This form provides details about the step run. For more information, see Excerpt named ars_Step Log form was not found in document xwiki:Service-Management.IT-Service-Management.BMC-CMDB.ac2002._inclusionsLibrary_ac._ac_2NW_LinksLibrary.WebHome..

UDM:RepositoryObject

This form provides a list of all jobs and transformations in the AR System database. For more information, see Excerpt named ars_Repository Object form was not found in document xwiki:Service-Management.IT-Service-Management.BMC-CMDB.ac2002._inclusionsLibrary_ac._ac_2NW_LinksLibrary.WebHome..

Modify log level to get better logging details

  1. Log in to Remedy Mid Tier. 
  2. Open the UDM:ExecutionInstance form by using the URL format: https://<arserver hostname>/arsys/forms/<arserver name>/UDM:ExecutionInstance
  3. In the Log Level field, select the desired log level.
  4. Save the changes.

Perform the following steps to check the logs to troubleshoot the issue:

  1. In the Atrium Integrator console, select the failed job.
  2. In the Executed jobs table, select the number in the Runs History column.
    AI_job run history 1.png
  3. In the dialogue box, click the status of the failed job and select Logging details in the dialogue box.
    The log file the log details are displayed. 
    AI_job run history 2.png

  4. If the log file does not contain enough information to debug the error, set the log level as follows in carte_log4j.properties file, which resides in <AR serverInstallDirectory>\ARSystem\diserver\data-integration\pwd.
    log4j.rootLogger=DEBUG
  5. Run the job from Atrium Integrator Console.  
  6. After viewing the logging details from Atrium Integrator Console, click Export to File save the log file to the location you want. The carte log file can also be referred from the location <AR serverInstallDirectory>\ARSystem\Arserver\Db.

Important

To set interval in seconds to reconnect to Remedy Action Request System server, update the RetryInterval(Seconds) field in the n the aiplugin.properties file located at: <AR serverInstallDirectory>/diserver/data-integration/ngie/conf

To troubleshoot issues with starting a job

To trouble shoot issues related to a job not starting in Atrium Integrator console, follow the tasks listed in the table:

Verify

Steps

If Atrium Integrator Carte is running

You can start a job from the Atrium Integrator console only if the Atrium Integrator Carte server is running.
For more information, see

Mid Tier logs

If the Atrium Carte Server is running and if the job is still not starting, see the Mid Tier logs. 
For more information see, Mid-tier logs.

ARSYS.ARDBC.PENTAHO plug-in logs

If the Mid Tier log identifies a issue related to the ARSYS.ARDBC.PENTAHO plug-in, see the plug-in logs. 
For more information, see ARSYS.ARDBC.PENTAHO plug-in logs.

User permissions to start the job

If the ARSYS.ARDBC.PENTAHO plug-in log identifies a user permission issue, update permissions in the UDM:PermissionInfo form.
For more information, see:

Instance execution status

If there is instance related issues such as a duplicate instance or you are unable to delete an instance, update the UDM:ExecutionInstance form.
For more information, see Execution-Instance-form

To troubleshoot jobs not displayed on the console

If a job was created successfully in the Atrium Integrator console, but does not appear on the console, consider the following possible causes

  • The ARDBC plug-in might not be available on the server on which you installed the Atrium Integrator Spoon application.
  • Some .jar files might be missing.
  • Verify that the user is assigned to one of the following roles:
    • AI Admin
    • AI User

For more information, see Atrium-Integrator-permissions

To troubleshoot Atrium Integrator console issues

  1. Open the following file: 
    ARInstallationDirectory\pluginsvr\pluginsvr_config.xml
  2. Ensure that the pluginsvr_config.xml file contains the following entry: 
    ARSYS.ARDBC.PENTAHO
  3. Ensure that all the .jar files listed in the ARSYS.ARDBC.PENTAHO section exist at the specified locations.
  4. Open the following file: 
    ARInstallationDirectory\pluginsvr\log4j_pluginsvr
  5. Search for the com.bmc.arsys.pdi entry and change the value from warn to debug as: 
    <logger name="com.bmc.arsys.pdi">
    <level value="debug">
    </logger>
  6. Create another job by using the Atrium Integrator console, and then open the following file to review the debug logs: 
    ARInstallationDirectory\Arserver\Db\arjavaplugin.log

Important

Sometimes, if the error is not in ARJavaPlugin.log, it is recommended that you also check the Tomcat logs in Remedy Mid Tier, to identify the possible error.

Important

In Atrium Integrator, if the values of the following Job Entry Type Fields in UDM:Repository:JobEntryType are modified, then the jobs are not displayed in the Atrium Integrator console.

  • Job - 000000000000038
  • Trans - 000000000000057

To rectify corrupted Atrium Integrator jobs

Symptom: If during or after an upgrade, you manually change the Pentaho – UDM reference tables data, you may encounter issues, such as an incorrect job summary or the job not starting from the Atrium Integrator screen.

Scope: The root cause is the corruption in the data of the following UDM repository forms:

  • UDM:Repository:DatabaseType
  • UDM:Repository:DatabaseConnType
  • UDM:Repository:JobEntryType
  • UDM:Repository:StepType
  • UDM:Repository:Version

Workaround: 

  1. You must correct the reference data in the above repository forms.
  2. If Sample jobs or custom jobs are created using the corrupted reference data, you must correct such job definitions.
Steps to correct the job definitions
  1. Export all the corrupted jobs and transformations in kjb and ktr formats. (You can use the Spoon client for this.)
  2. Delete all the corrupted jobs and transformations from the repository including the sample jobs.
  3. Delete all the Database connections that the jobs and transformations were using from the Spoon client including the PDIRepo connections used for logging purpose.
  4. Delete completely the records from these forms:

    • UDM:Repository:DatabaseType
    • UDM:Repository:DatabaseConnType
    • UDM:Repository:JobEntryType
    • UDM:Repository:StepType
    • UDM:Repository:Version

      5. Reimport the data using the Remedy Data Import Tool. The corresponding arx files can be found at:


    • For Windows: <AR Install Dir>\Arserver\installforms\en
    • For Unix: <AR Install Dir>/installforms/en 

            While importing data, select the following Import options:


    • In the Duplicates section, select Replace old record by New record for the Handle Duplicate Request IDs By list.
    • Select Request ID for the Match Duplicate Request By list (Default option).
Warning

If you select any other option, it may cause data corruption again.

       6. Restart the Remedy AR System server (to restart Carte Process) and restart the Spoon client if open anywhere connecting to the repository in question.

       7. Import all previously exported Jobs and Transformations in the Spoon client to generate them in repository along with their Database connections afresh.

       8. Run the jobs and see the result on the Atrium Integrator screen.

To troubleshoot incomplete filename path

Symptom: The filename path is not complete in the error logging step named Output CMDB errors .

Scope: Occurs when you run an Atrium Integrator job with Delete option selected.

Workaround: Open the Delete transformation through Atrium Integrator Spoon, correct the file path mentioned in the Output CMDB errors step, and run the job again.

 

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