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Trending this month: Issues with Integration for BMC Remedy Service Desk (IBRSD)

 

 

 

IBRSD is integration to ITSM/Remedy Service Desk.  It allows users to create Incidents in Remedy Service Desk from either events, or status changes to CI’s in the service model. The main benefit of using IBRSD is for anyone who uses both BPPM and ITSM, and wants automated ticket creation based upon the monitoring that BPPM is doing for them.  It allows users to be more proactive and create/resolve Incidents before users may be aware of problems.

 

IBRSD creates incidents in BMC Remedy Service Desk based on events in the BMC ProactiveNet cell. It adds business context to incidents by enabling bidirectional flow of information between the BMC ProactiveNet cell and BMC Remedy Service Desk.

 

The IBRSD solution is made up of three basic components

 

BMC ProactiveNet cell
IBRSD Integration Service
BMC Remedy Service Desk

The BMC ProactiveNet cell collects events received from sources such as applications, databases, and networks. It processes these events based on user-defined impact rules from the Knowledge Base (KB) and, for service models, tries to associate the received events with components in the service model.IBRSD enables you to create the following types of incidents in BMC Remedy Service Desk:

Enhanced incidents for event management
Intelligent incidents for service impact management

 

Here’s an overview of how enhanced incidents mentioned above are handled:

Incidents.png

 

NOTE: BMC has released the Intelligent Ticketing 2.0 patch.  This patch provides enhancements to the Incident creation process via IBRSD.  The documentation for the patch is found under https://docs.bmc.com/docs/display/public/itkt20/Home.

 

IntelligentPatch.png

Download the BMC Intelligent Ticketing 2.0 patch.zip file from the BMC EPD site. The BMC Intelligent Ticketing 2.0 patch comprises of two separate components:
•01_ITSM Patch: BMC Remedy ITSM Suite patch component
•02_BPPM Patch: BMC ProactiveNet Performance Management patch component

 

Some real world issues we have seen regarding IBRSD

Error: Failed to get Impact manager Information from ARServer.

If you see this error message in IBRSD trace - "BIIARSMANAGER: Failed to get Impact manager Information from ARServer. Cannot send error event back to the Impact manager incase of incident creation failure." then it is most likely that you dont have the cell information populated in the BMC.CORE.CONFIG:SIMCellInformation form in remedy. This is harmless error. Just make sure that you have created a proper cell entry in the AR server <AR_HOME>/conf/IBRSD/IBRSD.dir

 

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When a close event arrives to BPPM and the open one has created a ticket on Remedy previously, the event closes and the Remedy send 2 events "Integration retrying for incident creation.Retry Attempt = X" and  "Error in Incident WorkFlow." the first one has the message:

"Event:Priority 5 - Lowest Warning 10/30/13 01:18 PM
Integration retrying for incident creation.Retry Attempt = 3 
ERROR NUM = 1291205. ERROR MESSAGE = . APPENDED ERROR MESSAGE = The Assignee field must contain a value.  Choose an assignee from the associated field menu, then save the Incident..

The problem could be on the permissions on the user used by the IBRSD, please check the permissions. If the problem persists, contact BMC Support.

 

 

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The following event is received from IBRSD after it fails to create the incident:
status=Assigned
mc_priority=5 – Lowest
mc_owner=ssmith4
date_reception=2/16/09 12:13 AM
severity=Major
msg=Error in Incident WorkFlow.

ERROR NUM = 306. ERROR MESSAGE = Value does not fall within the limits specified for the field. APPENDED ERROR MESSAGE = (Maximum length - 50) : 301735100.

mc_long_msg=
CLASS=IBRSD_ERROR
mc_event_category=Operational
repeat_count=0
mc_ueid=IBRSD_SRC_IBRSD.kf57ts.002261
mc_action_count=0

Solution
In this example the attribute causing the problem is mc_ueid (ID 301735100 in remedy admin). Check the event message text for the field ID. If it is the same do the following:

Modify the attribute mc_ueid (ID 301735100 in the Remedy Administrator tool).

Login to remedy server using aradmin tool and modify the above field for the database input length of the field = 0. (for unlimited).

You need to check this field in the following forms:
1. INT:Staging
2. HPD:IncidentInterface_Create
3. HPD:HelpDesk

If the ID on the error is different then use Remedy Administrator to check the 3 forms above for an attribute with this ID, then check the database input length is 0.

If this does not solve the problem or you aren't sure whether to modify the attribute please raise an issue with BMC support and supply an export or screen shot of the event received from IBRSD.


IBRSD Q&A

 

What are the main features of IBRSD?
IBRSD offers the following features:
creates incidents for causal events in BMC Remedy Service Desk
■ automatically creates incidents in BMC Remedy Service Desk when a business service is affected

■ links incidents to CIs

using retry processing, sends events when incident creation fails

provides a CI-centric, or service-oriented, interface for definition of incident policies

supports cross-launch from the BMC ProactiveNet Operations Console to BMC Remedy Service Desk to view all the incidents associated to a component

displays event and component incident errors under Incident Errors in the Operations Console

supports cross-launch from BMC Remedy Service Desk to the BMC ProactiveNet cell to view the service impact of an incident

provides manual load balancing and a failover mechanism when multiple instances of IBRSD are employed

enables automatic association of incidents to specific companies

 

Is there a specific order to install components when installing IBRSD?
To install, start, and configure IBRSD, you must first execute the following installation programs:

BMC ProactiveNet installation program, which installs the IBRSD integration module as a part of the BMC ProactiveNet Server installation.
BMC ProactiveNet CMDB Extensions, which includes the IBRSD - AR System module. For more information on installing BMC ProactiveNet CMDB Extensions, see the BMC ProactiveNet Installation and Configuration Guide on our BMC Support Site. http://www.bmc.com/support

 

How do I verify the communication between components is working correctly?
To check the configuration for the communication between the different components is correct do the following:
1. On the cell machine <MCELL_HOME>/etc/mcell.dir check you have a gateway entry pointing to the machine where the integration component is installed. 
For example:     gateway.ibrsd IBRSD mc host1.adprod.bmc.com:3115
2. On the cell machine <IBRSD_HOME>/conf/IBRSD.dir you should have an entry pointing at the integration component and the cell.
For example:     gateway.ibrsd IBRSD mc host1.adprod.bmc.com:3115
                        cell    <cell_name>    <key>    <cell_host:port>


The above is true for 7.2 and later, for version 7.1 and earlier the IBRSD integration entry is represented as a cell rather than a gateway as follows: 
    cell    IBRSD mc host1.adprod.bmc.com:3115
    cell    <cell_name>    <key>    <cell_host:port>

1.  On the cell machine <IBRSD_HOME>/conf/IBRSD.conf you must have a valid entry for the AR server or the IP address of that server. 
    ARSServerName=<Name of AR Server> OR <IP Address of the AR Server>

2. On the AR server <AR_HOME>/conf/IBRSD/IBRSD.dir you must have a valid entry pointing at the cell.
    cell    <cell_name>    <key>    <cell_host:port>

 

How do I know which version of the IBRSD integration process is being used?

On Unix platforms -
cd $IBRSD_HOME/bin
./IBRSD -n IBRSD -v

 

On Windows platforms -
cd %IBRSD_HOME%\bin
ibrsd ibrsd –v

 

Is IBRSD HA? 
No, IBRSD Integration process is not HA. However it supports Cell HA. IBRSD can be load balanced using multiple instances of IBRSD. You can also use the one_of propagation policy to send events to one_of the available instances of IBRSD. Please refer to configuring multiple instances of IBRSD in the User Guide on our BMC Support Site. http://www.bmc.com/support

 

Is there any restriction on msg / slot length to be passed on to Remedy?

The Incident summary field has a limit of 100 characters. So msg slot is truncated to 100 characters. The non_truncated (full) msg is kept in notes field of Help Desk form. All the other slots can be sent to remedy. The max limit for this is 2048 characters. We do have an RFE for increasing this 2048 limit.

 

How do I enable trace for IBRSD?

For the Integration module do the following:


Open file IBRSD_HOME/conf/IBRSD.conf and set the following:
Trace=Yes
TraceSrc=Yes
Open file IBRSD_HOME/conf/IBRSD.trace  Go to the end of file and add the following lines:
ALL    ALL    ibrsd_integration_log

Restart the integration

You will find the trace logs at IBRSD_HOME/tmp/ directory. or Proactive Net\pw\integrations\ibrsd\log\log\IBRSD on BPPM.


For the plugins on AR Side do the following:


Open file AR_HOME/conf/IBRSD/IBRSD.trace Go to the end of file and add the following lines:
ALL    ALL    ibrsd_plugins_log

Open file AR_HOME/IBRSD/IBRSD_Plugin.conf and check the following is set:
Trace=Yes

Restart the plugin server.
You will find the trace logs at AR_HOME/Logs?/IBRSD/tmp/ directory.

 

IBRSD Specific Knowledge Articles:

KA344842 IBRSD Install: Issue when there is a special character in password (example: $esU2me).

KA344841 IBRSD Install: AR Module is not getting installed on win 2008 R2 with 7.6.03 ITSM stack (Some AR dlls are missing).

KA312910 How to use IBRSD with no assignment engine integration for incident management so tickets will only be assigned at the group level initially

KA351719 Manual ticket creation via IBRSD does not work

KA393360 BMC ProactiveNet IBRSD Incident Errors events received after successfully installation/configuration IBRSD AR Module

KA316996 Where can I download the IBRSD AR Module for use with BMC ProactiveNet Performance Manager (BPPM)?

KA380667 Is BEM/BPPM integration with Remedy Force supported using IBRSD?

 

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Popular BPPM Knowledge Articles:

KA314023 - Diagnosing problems with ProactiveNet Integration with PATROL

KA356762 - How to check the data collection in BPPM database

KA301113 - The specified plug-in does not exist : BMC.ARF.BiiARS_SIMINIT 

KA355447 - BPPM Patrol Adapter troubleshooting

KA321220 - How can I customize the Operations console to include a custom logo ? 

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