Troubleshooting Normalization Issues with Atrium Normalization Engine

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    BMC CMDB Suite


    BMC Atrium CMDB Suite


    Troubleshooting Normalization Issues with Atrium Normalization Engine BMC Atrium CMDB Enterprise Manager (version 7.5.00) DR: BMC Atrium Core;



    Legacy ID:KA312404

      Below are recommended steps troubleshooting issues with Normalization using Atrium Normalizaiton Engine, version 7.5 or later
      1. First please enable Normalization logs at debug level verbosity
         Access Atrium Core Console. 
         Go to the Normalization application.
         Click on the icon to go to the Normalization Configuration
         On the System Configuration page, set the API Log Level to Debug and note the location of the log.
      2. Verify that the normalization job actually ran
        There must be a Normalization Job to run against CIs in a particular dataset.  In some cases, BMC products install Normalization Jobs to normalize data in the appropriate dataset.  In other cases, it is up to the RE admin to configure a normalization job.  The job specifies the dataset, whether the job is a continuous job or scheduled.
        Access the Normalization application from the Atrium Core Console, identify and select the appropriate job, and view the job history.
      3. If the normalization job did not run, start the job from the Normalization console and verify the Normalization Engine is up and running.
        If the normalization job should run as data is imported, verify the server is configured for Inline normalization.
       To verify the Normalization Engine is running, collect the following logs:
       Atrium 7.5
          <Atrium Core Install Directory>/Logs/  AtriumPlugin.log 
        Verify there is an entry that says the following:
         �<BMC.FILTERAPI.NORM.ENGINE>Initialization complete - Normalization Engine is ready to process requests�
     This indicates the NE engine is enabled.  Otherwise, there will be an error indicating the source of the issue.
       Atrium 7.6
           <Atrium Core Install Directory>/Logs/nePluginServer.log
      4. Verify the NE job ran for the qualified CI
      Atrium 7.5:
      Collect the neJob logs, and search for the instanceid of the CI to be normalized, for example:
         neJob.BMC.SANDBOX.DSM.0018  contains the line:
             Sep 18 2009 06:17:12.901 DEBUG (                          ?:?    ) - <TID: 000000032> : Processing inst: <AG0050562209AEKWyzSgfh7AAADkAA>
      where AG0050562209AEKWyzSgfh7AAADkAA is the instanceid of the CI
      5. If normalization did not attempt to normalize the CI, check whether the CI is already considered normalized
        Export the CIs to a CSV file, or perform an ad hoc report in BMC Remedy User to determine the value of the hidden field 'Normalization Status'.  CI's which are already normalized are not renormalized unless the normalized fields have been modified.
      6. Search the neAPI.log to determine how the CI was normalized:
      Search the neAPI log for the instanceId of the CI
      It may be listed in multiple places, both when the CI was created and when the Normalization Job ran, if it is not set to run inline.
      In Atrium 7.6, the instanceid of the CI will prefix each line in the neAPI.log so you can grep out the lines with that instanceid to extract only the lines relevant to the normalization of that CI.
      7. Check if an entry was found in the Product Catalog
      Search in the neAPI.log for:
         Entry Found in Product Catalog = <true>
      8.  Check if a Product Catalog Alias was found:
        If you find the string:
          Entry Found in Product Catalog = <true>
       in the neAPI.log, look at the attribute values above and below it to see if they have changed.  This indicates a Product Catalog Alias was used
      9. Check if a ProductManufacturerAlias was used
         If you find the string: 
           Entry Found in Product Catalog = <true> 
        in the neAPI.log, scroll up a few lines and check if the lines above have different values for    NameInfo    and    Vendor Name form the values initially submitted. 
      If so, query on the NE:ProductNameAlias form to determine if there are aliases defined for the Manufacturer or Product Model.  Aliases defined in this form are swapped in by the Normalization Engine, which may take up to 30 minutes to recache the information in the form.
      10. Check if a Product Catalog Entry was added
      Search in the neAPI.log for:
         Going to create an entry in Product Catalog for ClassId   


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