9 Replies Latest reply on Sep 17, 2018 8:38 AM by Alvaro Paronuzzi

    TrueSight und BSR3.5

    Markus Siegenthaler
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      Hallo zämä,

       

      hat jemand von euch auch schon TrueSight11 mit BSR3.5 installiert? Keine Probleme dass

       

      - Causal und Infrastructure Tickets erstellt werden, auch wenn es nur Causal geben sollte?

      - Wenn die Events "zu schnell" reinkommen gibt es auch mal einen Infrastruktur Incident anstatt Causal?

      - Wenn Events geschlossen werden gehen nicht alle Incidents zu

       

      Generell scheint da ein Timing Problem vorhanden zu sein, alles andere als stabil

       

      Gruss

      Markus

        • 1. Re: TrueSight und BSR3.5
          Alvaro Paronuzzi

          Hello Markus,

           

          did you have any improvement with your issues?

           

          Regarding the behaviors you described, here's what I am seeing in my environment:

           

          - Causal and Infrastructure tickets are created, even if there should only be Causal?

          Sometimes I can see infrastructure incidents created even though I have enabled the Incident Consolidation and it seems to be an unexpecred behavior. I have an ongoing BMC R&D investigation on this.

          - If the events come in "too fast" is there an infrastructure incident instead of causal?

          I'm not sure if it is a matter of timing, but I am seeing the same behavior in my environment

          - When events are closed, not all incidents will happen

          I'm not sure I fully understood this bullet, but what I'm seeing in my environment is that, despite the Incident Consolidation is enabled or not, a few causal incidents are not resolved automatically when che causal event gets closed and the causal ci status turns to OK. This behavior looks quite randomic. I have a BMC R&D investigation ongoing on this issue as well.

           

          I truly hope the Fix Pack 3 that will soon be released for my version (10.7) will fix most of the integration problems that I am seeing in this environment.

          Please feel free to share how issues with this integration are progressing.

           

          Thank you,

          Al


          • 2. Re: TrueSight und BSR3.5
            Markus Siegenthaler

            Hi Al,

             

            unfortunatelly not so far. We did receive a HotfixCore_11.0.00.001.003 maybe a week ago, but there are still Problems.

            We should receive tomorrow an additioanl fix and maybe this will help then, after having this case open for 190 days :-(

             

            I let you know next week if there are improvements.

             

            Cheers

            Markus

            • 3. Re: TrueSight und BSR3.5
              Alvaro Paronuzzi

              Hi Markus,

               

              190 days doesn't look a pleasant prospect for my cases opened "only" 30 days ago... :-(

              As per you experience so far, are the main problems on TrueSight, BSR or Remedy side?

              I'm quite surprised that, while the TrueSigth team is about to release the 3rd cumulative Fix Pack for TrueSight 10.7, no patch has been released yet for the latest version of BSR (3.5.01), which has already been around for a while (2 years?) and several problems have been already found and resolved through support cases.

               

              Cheers,

              Alvaro

              • 4. Re: TrueSight und BSR3.5
                Markus Siegenthaler

                Hi Alvaro,

                 

                we've got a new patch, but there are still Problems, so now news.

                But we are working hard on it. Testing, Testing, Testing and deliver the results

                 

                Cheers

                Markus

                • 5. Re: TrueSight und BSR3.5
                  Alvaro Paronuzzi

                  Hi Markus,

                   

                  I truly hoped this new patch could resolve your problems.

                  I am currently waiting for the release of FP3 for version 10.7 that should fix at least one of the three main issues that I am seeing in this environment:

                   

                  1. Sometimes the CI status updates are not propagated to Remedy but they are retained in the SDIG buffer until the SDIG service restart [product defect recognized by BMC];

                  2. Sometimes causal incidents are not automatically resolved, regardless whether the Incident Consolidation is enabled or not [issue under investigation]

                  3. Sometimes, when Incident Consolidation is enabled, Infrastructure incidents are unexpectedly opened instead of Causal incidents [issue under investigation]

                   

                  Cheers,

                  Alvaro

                  1 of 1 people found this helpful
                  • 6. Re: TrueSight und BSR3.5
                    Markus Siegenthaler

                    Hi Alvaro,

                     

                    it's looking already much better.

                     

                    All those Problems we had also. Like it seems most of them are fixed now. Yesterday I had (within 33 tests) only two Incidents that have not been closed after closing the Events.

                    But nomore (so far :-)  ) Problems with UAR's not closed/created, also we get no more infrastructure Incidents instead of Causal Incidents.

                     

                    We are really hard working together with R&D of BMC and I hiope that all Problems are solved very soon.

                     

                    But also I've to say it working so far only that well if we really restart the server and cleanup everything, including deleting the 3 "Bufferfiles" MailFile, inProcessFile2 and  receiveFile2.

                    Also I could see that the MainFile is growing if there were any Problems. This is also still an open question with R&D.

                     

                    But also like you know, we are on TS11 with FP1 with additional related Patches for the BSR stuff.

                     

                    Cheers

                    Markus

                    1 of 1 people found this helpful
                    • 7. Re: TrueSight und BSR3.5
                      Alvaro Paronuzzi

                      I'm not aware of any patch released for BSR 3.5.01, which I assume being the BSR version you are using. Were these patches developed specifically for your environment?

                       

                      Thank you,

                      Alvaro

                      • 8. Re: TrueSight und BSR3.5
                        Markus Siegenthaler

                        I don't think so that they were developed only for us. They told me also something that those changes happend so far will also appear in FP2. But like mentioned, TS11.

                        I don't know how it looks like for 10.7

                         

                        Have a good weekend

                        Cheers

                        Markus

                        • 9. Re: TrueSight und BSR3.5
                          Alvaro Paronuzzi

                          Hi Markus,

                           

                          are you still facing problems on the integration between TrueSight and Remedy?

                          I'm currently still stuck on a couple of those issue...how's it going on your side?

                           

                          Thank you,

                          Alvaro Paronuzzi