ProactiveNet Performance Management Suite - BSR Events have Incident Status of NULL

Version 1
    Share This:

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    ProactiveNet Performance Management Suite



    QUESTION:

    BSR 3.5.01 Events have Incident Status of NULL
    The issue is that when the event is closed in BPPM, the Incident gets marked as Resolved (correctly) and we immediately get a response back from remedy with an incident_status of “Resolved” about 10 minutes later, this gets changed to “null” and reopens the incident information.


    ANSWER:

    The gateway.ibrsd file had incorrect configuration (changed by customer). The problem was resolved with the following correction.
     
    1. Edit the <MCELL_HOME>\etc\gateway.ibrsd file
    2. Locate the following line
     
                    init.mod=$CLASS;modify 0;\n
     
    3. And replace it with below line:
     
                    init.mod=modify $GHANDLE;$CLASS;\n
     
    4. Stop the SDIG
    5. Backup and delete the contents of the EventIntegrator\logs directory 6. Backup and delete following files
     
                    EventIntegrator\inProcessFile1
                    EventIntegrator\mainFile
                    EventIntegrator\receiveFile1
                   
    7. Restart the CELL and then Start the SDIG
     
     


    Article Number:

    000233937


    Article Type:

    FAQ/Procedural



      Looking for additional information?    Search BMC Support  or  Browse Knowledge Articles