EVENT_INCIDENT_INFO events not sent to BPPM

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    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


    COMPONENT:

    BPPM Integration with Remedy Service Desk


    APPLIES TO:

    BPPM 9.6 IBRSD ITSM



    PROBLEM:

    Incidents are initiated by IBRSD (BPPM) and generated in ITSM
    Unfortunately the EVENT_INCIDENT_INFO event is not being sent to BPPM

    ARS SHARE:ApplicationProperties form
    BMC_PN: Service Management Data    9.6
    BMC_PN: Class and Attribute Definitions for Service Impact Management    9.6
    BMC_PN: CMDB Workflow    9.6
    BMC_PN: Atrium Explorer Plugin    9.6
    BMC_PN: Notify Plugin Workflow    9.6.00
    BMC_PN: Integration For Remedy Service Desk    9.0.00

    ibrsdarplugin.log file
    ++++++++++++++++++++++++++++++++++++++++
    INFO  07 Oct 2016 09:47:30 [Thread IBRSDARPlugin#HD_Ticket_INC000000255292] com.bmc.sms.ibrsd.arplugin.filterplugin.buffer.BufferedEventManager -  checking if event needs to be buffered HD_Ticket_INC00000012345 for server bppmServer and cellname pncell_bppmServer
    DEBUG 07 Oct 2016 09:47:30 [Thread IBRSDARPlugin#HD_Ticket_INC000000255292] com.bmc.sms.ibrsd.arplugin.filterplugin.buffer.BufferedEventManager - BPPM server status for event HD_Ticket_INC00000012345 is false
    INFO  07 Oct 2016 09:47:30 [Thread IBRSDARPlugin#HD_Ticket_INC000000255292] com.bmc.sms.ibrsd.arplugin.threadpool.IBRSDEventWorker - really need to buffer  true
    INFO  07 Oct 2016 09:47:30 [Thread IBRSDARPlugin#HD_Ticket_INC000000255292] com.bmc.sms.ibrsd.arplugin.threadpool.IBRSDEventWorker - buffering event  HD_Ticket_INC00000012345
    DEBUG 07 Oct 2016 09:47:30 [Thread IBRSDARPlugin#HD_Ticket_INC000000255292] com.bmc.sms.ibrsd.arplugin.filterplugin.buffer.BufferedEventManager - Event to be buffered details Routing info pncell_bppmServer serverName bppmServer
    DEBUG 07 Oct 2016 09:47:30 [Thread IBRSDARPlugin#HD_Ticket_INC000000255292] com.bmc.sms.ibrsd.arplugin.filterplugin.buffer.BufferedEventManager - buffering limit isreached for server  bppmServer and cell pncell_bppmServer  buffered events 500
    ++++++++++++++++++++++++++++++++++++++++

     


    CAUSE:

    2 configuration problems were encountered


    SOLUTION:

    1) It seems the extensions were not configured/installed correctly - installation log files did not show an error.  Installing 9.5 SP2 extensions resolved the buffer problem
    2) Incorrect tag value for enableSIEM in the ibrsd_plugin.xml file
    In the <ARHOME>\pluginsvr\ibrsd\conf\ibrsd_plugin.xml file make the following change
    ++++++++++++++++++++++++++++++++++++++++ 
    FROM 
    <enableSIEM>true</enableSIEM> 

    TO 
    <enableSIEM>false</enableSIEM> 
    ++++++++++++++++++++++++++++++++++++++++ 


    Article Number:

    000122615


    Article Type:

    Solutions to a Product Problem



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