After you hit the promote button you should see a promotion dialog box to show you what is being promoted and to verify you want to promote. After you hit ok in then the CIS should be promoted (merged with any existing CIs in the ASSET dataset) and the copies in the sandbox will be deleted.

I would do a search in the ASSET dataset to see if any new CIs are copied there or if any changes to existing CIs have been made.

Thanks,

John

Hmm if you created new CIs and they are not in the ASSET dataset after promotion then it sounds like the reconciliation (recon) job has failed. You can look at the logs in .../AtriumCore/Logs/ to see if there is anything that is useful to you. You could also post a log here. I am no recon expert, but someone else may be able to help.

Hi,

what version of ITSM (well more specifically CMDB) do you have installed?

There is a known error with 7.6 patch 001 where the promotion to the ASSET class failed unless you were an Administrator and the CI's were not deleted from the Sandbox.

Sounds like you have more of an issue with the recon job, not the above though.

This is a 2 step process:

1. Trigger a Recon job to promote the sandbox changes.

2. Delete the sandbox.

From your case, it sounds like the OOB configured recon job is not being triggered.  Check that it is enabled.

Cheers

Hi,

I have seen sync problem between ITSM->RE triggering. It’s more like timing issue. It is quite possible your RE job is processing first CI and you created Second CI. Second CI won’t be picked up and merge completed. At the end of merge activity, one CI is processed, others not and subsequent delete operation has deleted both entries. Not sure if it is happening in your case.

There are couple of fixes happened by ITSM team to make sync better. You might want to reach out to Support.

To find exact problem area, you might want to go and inactive delete activity in OOB RE job. This will keep the CIs in Sandbox. Verify if your CIs are getting reconciled or not. If RE is not merging, then verify if Identification completed properly or not. For further analysis, you should keep RE logging level to Debug.

Thanks,

Manish

Hi,

the deletion of the CI's is not part of the recon job, it is hardcoded in the .jar file - only the identify and merge are part of the recon job.

Cheers

When you go ahead with promote "Atrium Explorer - Identification and Merge" RE  job is executed, cab you get the last updated log for this job. Log can be found under <Atrium_Home>/Logs and log filename will be like Atrium Explorer - Identification and Merge_<n> (where is n a possivtive number)

Please post the logfile then we will be able to tell what went worng.

I checked the logs but did not find any error in there.

Could you do the following:

- Enable debug level logs for Reconciliation Engine

- Capture the instance IDs of the CIs participating in reconciliation - and provide those here along with the corresponding Reconciliation Job logs in debug mode.

We will check the logs for what happened with those instances.

Regards

- Amol Dighe.

Reconciliation Engine Dev Team

Hello Cindy,

Could you provide the instance IDs of the CIs in the sandbox? i.e. before they were promoted?

Regards

- Amol Dighe.