This was resolved already via a support case. There was a custom filter affecting the workflow with the mc_ueid value.
I'm am seeing the same issue again. BSR creates an infrastructure incident instead of a causal incident + an impacted incident.
It happens only for 1 CI, while for all the other ones in the same intelligent incident policy the creation is working fine. It looks the Remedy filters corrected the last time for resolving the issue has not been modified recently.
Actually the infrastructure incident creation fails as well but in truesight I get the following info event:
Incident Information - Infrastructure Incident for CI null with Incident Id - INC000000225696
1. CI null
2. INC000000225696 does not exist in Remedy
I wonder if someone has already seen a similar issue in the past and how it was resolved.
Thank you in advance for any help you can provide.
we were already in touch together for this Problem in another chat. I did not forget you.
But fact is that this Problem is still not completly solved, we have our case with BMC still open.
It's already much better, but not enough for production.
BSR like it was at the beginning was unusable :-(
If we have fixed weverything I'll let you know.
Even we saw that the Queue Files for BSR seems to work also not correctly.
same situation here with 10.7...and still not ready for production yet.
After applying FP3 and a new hotfix a few integration issue were resolved, but unfortunately I am still seeing a couple of problems concerning the incidents resolution and the creation of unexpected infrastructure incidents (it seems the Incident Consolidation feature is still not working as expected...).