Troubleshooting the Service Context plug-in

The Service Context (BMC.ARDBC.ATRIUM.SERVICECONTEXT) plug-in is the backend logic that supports BMC Atrium Service Context. For more information about Service Context, see Service Context.

Troubleshooting tips

The AR System Administration: Plugin Server Configuration form contains the configurations for the logs that can be used for troublehsooting. For more information, see Logging Configurations in Setting plugin server configuration optionsin Remedy Action Request System documentation.
For the Service Context plug-in, the default logger is com.bmc.atrium.federation.srvcctx and its appender is bmc.servicecontext.appender.

If you see any of the following issues, you must check whether the setup steps for BMC Atrium Service Context were performed as described in Setting up service context:

The Service Context Summary window does not open
Attributes are not visible,
The BMC Atrium Service Context icon is not visible within a BMC application.

Troubleshooting the BMC Service Context Web Services adapters

The Service Context Web Service adapters provide a common interface for the BMC Atrium Service Context feature to talk to various content providers (ITSM, SRM, and so on). A provider is called by the Atrium Service Context plug-in; the provider then talks to its specific application and returns the requested data back to BMC Atrium Core. Each provider registers its Web Service location (WSDL) in the UDDI registry. The Atrium plug-in is then able to detect what providers are available, and call each provider to get information.

Note

A UDDI Server must be configured with the BMC Remedy AR System installation. You can check this by navigating to the WS Registry Integration tab on the Server Information form. In this tab, you should see your configured Registry Location along with the Registry Admin User and Password.

If you have problems, try the following troubleshooting tips.

To verify that the BMC Atrium Web Services Registry is properly configured
To verify the Web Services are registered correctly in the UDDI
To verify that the Adapter is published in the UDDI Registry
To configure BMC Atrium Single Sign-On if the IT Service Management attributes are not displayed

To verify that the BMC Atrium Web Services Registry is properly configured

Make sure that you have a valid configured server for the UDDI registry. You sometimes encounter problems with Fully Qualified Domain Names (FQDNs).

Open the BMC Remedy AR System Administration Console.
Open the Server Information window.
Click the WS Registry Information tab.
To verify that there is a valid configured server, open the URL from in the Registry Location field, and validate that it opens the UDDI console.

If the URL does not work, make sure that the domain name is qualified correctly.
If you update the Registry Location, click Update Registry.
Set Flush Web Service End Point Cache to Yes.
Click OK.

To verify the Web Services are registered correctly in the UDDI

Each provider must register itself inside the UDDI registry. For BMC Remedy AR System providers (for example, BMC IT Service Management, SRM, or SLM) the registration is done through the AR System Web Service Registry form. This allows the administrator to easily add and update entries to the UDDI server.

During the BMC IT Service Management installation, a record for the Service Context feature is created (even if the administrator chooses not to configure Service Context at install time). This allows the user to easily configure Service Context any time after installation.

Open the AR System Web Services Registry form from the BMC Remedy AR System Administration Console (System > General > Web Services Registry).
Search for the record where Business Name is set to BMC and Application Name is set to ITSM.
Make sure that Registration Status is set to Registered.
Copy the End Point URL.
Log on to the computer where the AR System server is installed.
Paste the URL into a web browser.
You should be able to open the web service without errors.

To verify that the Adapter is published in the UDDI Registry

Open the AR System Web Services Registry Query form from the BMC Remedy AR System Administration Console (System > General > Web Services Registry Query).
Search for the record where Business Name is set to BMC and Application Name is set to ITSM.
Make sure that the WSDL URL and End Point URL are present.
If the record does not exist or the URLs are not present, you must register them in the UDDI.

To configure BMC Atrium Single Sign-On if the IT Service Management attributes are not displayed

If you implemented BMC Atrium Single Sign-On and the IT Service Management attributes are not displayed in the Service Context Administration window, it is possible that the Not Enforced URI Processing list is not configured properly. You must add the web services URI to the not-enforced list.

You can verify if BMC Atrium Single Sign-On is correctly configured by copying and pasting the End Point URL into a web browser on the computer where the AR System server is installed. You should not be forced to log on to view the web service.

If you are forced to log on, then perform the following steps:

Navigate to Start > All Programs > BMC Software > BMC Atrium SSO > Administrator to open the BMC Atrium SSO Admin Console.
Edit the mid tier agent and add /arsys/services/ to the Not Enforced URI Processing* list. For more information about editing agents on BMC Atrium Single Sign-On, see Administering for the applicable BMC Atrium Single Sign-On version.
Restart the BMC Atrium SSO Tomcat service.
Restart the AR System server.
Restart the Mid Tier.
Open the Service Context Administration window.
The IT Service Management attributes should now be correctly displayed.