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Debugging Apple Push Notification alerts

You can use the following forms to help debug Apple Push Notifications on the BMC Remedy AR System server. These workflow forms must be installed before you can use them to debug Apple Push Notifications. See Installing-AR-System-server-workflows for more information. 

The Mobility Message Queue: Web Server Information form, shown in the following figure, displays the configuration on the server that hosts the BMC Remedy ITSM - Mobility Incident Management application. To enable notifications to be sent, you must set the following values:

  1. Set the Mobility Web Server Name to the IP address of the web server that hosts the BMC Remedy ITSM - Mobility server.
  2. Set the Mobility Web Server Port to the HTTP port number of the web server that hosts the BMC Remedy ITSM - Mobility server.

webserver.png

The Mobility Message Queue form, shown in the following figure, displays the messages that the AR System server has sent and those messages that are pending. The Object ID is the entry ID.

Warning

Note:

The Object ID for an incident is different from its incident number.

When a message is first added to the message queue, the Message Status is set to New. At some point, the message status changes to Sent. If the status of the messages is a status other than Sent, a problem has occurred on the AR System server. As show in the following example of the form, several messages have been successfully sent but there is also some issue.

messagequeue.png

Following are example log snippets from the BMC Remedy ITSM - Mobility server. You can inspect these logs for troubleshooting purposes.

  • The following information is logged upon user logon:

    2012-02-02 00:58:24,879 INFO  [742D8FCE-911F-430D-BAF0-A28B04278EB7, Unknown, PushMessageHandler] - user = Allen, deviceToken = b07413cdd457c62acfa91a3e8100dbd323c37a1f95b76f421ddea3057d72fdd7, Thread ID = 341

  • The following information is logged if the device token for the user has changed:

    2012-02-02 00:58:24,879 INFO  [742D8FCE-911F-430D-BAF0-A28B04278EB7, Unknown, PushMessageHandler] - Device token has been changed. Old deviceToken = 0760110be78557c1665560468874cacdb4f6712c40b9499fe5227fa65ede4ba3, Thread ID = 341

  • If you see a log like the following example and there appears to be no error afterwards, you can assume that the message made it to Apple:

    2012-02-02 00:55:08,649 INFO  [PushMessageHandler] - Pushing alert  notification to Apple for Device  Token='0760110be78557c1665560468874cacdb4f6712c40b9499fe5227fa65ede4ba3',  payload='\{"aps":\{"alert":"An Incident Worklog has been added or  changed","sound":"default"\}\}', Thread ID = 74
    Warning

    Note

    Apple states that message delivery is not guaranteed. Be sure to consider this before creating a defect that a message was not delivered.

 

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Remedy ITSM - Mobility: Service Desk 7.6.05