This documentation supports the 21.3 version of BMC Helix ITSM: Change Management. To view an earlier version, select the version from the Product version menu.

Troubleshooting errors with the TrueSight Operations Management integration

When you integrate Change Management with BMC ProactiveNet, certain errors might occur.

Issue symptoms

Issue scope

Resolution

Change events are not displayed on the TrueSight Operations Management Console

The integration is not active.

  1. Check the configuration:
    1. Make sure that the integration is active:
      Go to Application Administration Console > Custom Configuration > Change Management > Advanced Options > Change CI Event Notification to BPPM > BPPM Subscription.
      The BPPM status should be Active.
    2. On the same form, click Test Connection. Check the server, user name, and password.
    3. Check the AR Java Plugin.log file and BMC ProactiveNet error logs for any errors.
    4. Make sure the Escalations are enabled in the Action Request System setting.
  2. If there are no configuration errors, perform the following actions:
    1. Check the CAI:Events form for any Error out events. Check the error message code defined in this event and take appropriate actions.
    2. Make sure that the CIs related to the change request are SIEM enabled.
      The integration only processes events for SIEM-enabled CI's with valid relationship types. Currently, Impacted type relationships are not processed for event generation.

Error out events are not sent to TrueSight Operations Management 

Special characters are used in the event.

Resend the Error out events to TrueSight Operations Management:

  1. Open the CAI:Events form. Search for the Error out events by using the Event GUID or search for all records.
  2. To resend the event, set the Status = New and ReturnCode = Start.
  3. If you receive an Error out message again, refer to the CAI logs, plug-in logs and TrueSight Operations Management logs for more details.
    The Error out events with the Bad Request error type are caused due to the use of special characters in the event. These special characters might be in the Description or Summary fields of the change request. For errors caused due to special characters, contact BMC Support.

TrueSight Operations Management instance is not displayed in the configuration form

The UDDI Registry is not installed.

  1. Make sure that the UDDI Registry is installed:
    Go to AR System Administration Console > System > General > Server Information > WS Registry Integration.
    Values for registry location, user name, and password must be present if UDDI Registry is installed.
  2. Query the UDDI Registry for Change entries:
    1. Open the AR System Web Services Registry form in search mode.
    2. In the Web Service list, select CAI_ChangeManagementEventsSubscription_WS and click Search.
      If the records are displayed in the search results, the Change Management and TrueSight Operations Management integration details are present in the UDDI Registry.

Change CI Event Notification to BPPM link not visible

The required CMDB extensions are not installed.

Make sure that the required CMDB extensions are installed. Perform following steps:

  1. Perform a search on the SHARE:Application_Interface form where Providing Application Name = BMC_PN: Class and Attribute Definitions for Service Impact Management.
  2. Make sure that the status of the chgbpm.jar file is set as Installed = Yes.
  3. Perform an unqualified search on the CAI:AdapterEventConfiguration form. The search should display a record with Adaptor Instance Name = Infrastructure-Change.
  4. Make sure that forms starting PN: are present (for example, PN:PublishedData)

CLI command to activate the Change Management and TrueSight Operations Management integration displays a timeout error

There is a deadlock condition in the Microsoft SQL server.

The timeout error occurs due to a deadlock condition in the Microsoft SQL server. This issue can be resolved by using snapshot isolation to reduce possibility of deadlocks in Microsoft SQL Server. This error can occur if the mandatory setting required in the Microsoft SQL Server after the Action Request System installation is completed is skipped.

To use a snapshot isolation level with the Action Request System database, see the "To use a snapshot isolation level with the AR System database" procedure described under Using Microsoft SQL Server with AR System.



 

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