Troubleshooting data synchronization between BMC Remedy AR Server and BMC IT Business Management
You might encounter errors during synchronization of organizational units from the BMC Remedy Action Request System (AR System) server to BMC IT Business Management Suite. For example, part of your organizational hierarchy might not get synchronized from BMC Remedy AR server.
You can use the following runtime log files to view critical error messages generated during synchronization:
- itmsoft.log in the $JBOSS_HOME/bin directory
- server.log in the $JBOSS_HOME/server/production/log directory
You can also set the Debug option in the Utilities section of the advanced configuration options (that you access using magick URL) to show additional debugging information in the runtime logs besides the error messages, including the synchronization job start time, end time, result, information about the current tenant and organizational unit being synchronized, and other information that might be helpful in conjunction with the error messages. In the log files, the debug messages from the ARSync job are marked with the [ARSync] identifier.
The common reasons for errors during the synchronization process are:
- Timeouts, because of a large organizational unit hierarchy
- Invalid user data
Timeouts
A timeout can occur when you have a large organizational unit hierarchy and the time for the synchronization process to finish is longer than the timeout setting in the application server (JBOSS) configuration. A timeout error is characterized by Transaction not Active exceptions in the itmsoft.log file. For example, a timeout exception might be logged as follows:
2012-01-26 16:24:08,407 ERROR [mQuartzScheduler_Worker-3|mQuartzScheduler_Worker-3] (com.itmsoft.common.jms.JMSUtil.getTopicConnection(JMSUtil.java:111)) - JMS exception during JMS initialization
javax.jms.IllegalStateException: Transaction not active
To fix timeout exceptions, increase the JBOSS transaction timeout. For more information, see Configuring-the-JBoss-server-transaction-and-authentication-timeouts.
Invalid user data
You can review the error messages in the runtime log files to identify issues caused by invalid user data. The synchronization errors are marked with the [ARSync] Error - prefix. You can search for the strings with this prefix to identify the reasons for failure of synchronization.
Some examples of invalid data are as follows:
- Multiple top-level organizational units: A tenant company must have only one top-level organizational unit. If your data contains multiple top-level organizational units, the following error appears in the log file:
[ARSync] Error - Company not configured properly: More than one top level OU: - Incorrect record of organizational units: Each organizational unit must have a valid record set up in BMC Remedy AR System. A valid record includes a valid definition in the company form, a matching record in the group form, and a valid reference to the parent organizational unit. The parent organizational unit must also have a valid record in the system. If the organizational unit has an invalid record, the synchronization process generates errors. Also, no other child organizational units of the organizational unit with the invalid record are synchronized. The following error is added to the log file:
[ARSync] Error - The Business Unit <BusinessUnitName> has an invalid parent reference! Either the parent is an invalid company, or the parent Company record does not have a matching Group record. Please check the company hierarchy configuration data and retry. If there is a tree below this Business Unit, it will not be synced.
For valid user data, ensure the correct setup of organizational unit record.