3 Replies Latest reply on Aug 13, 2018 12:43 AM by Pawan N

    BPPM-ITSM integration through BSR 3.5.01 issue

    Pawan N

      Hi All,

       

      We have BPPM 9.6.00.002 running on SUN OS & Remedy ITSM 8.1.02.002 & we are using BSR 3.5.01 for auto-ticketing.

      Our integration for auto-ticketing was working fine with QA Remedy ITSM environment. Then we pointed our BPPM to Production Remedy ITSM environment.

       

      Now, to test some functionality, when we are trying to point our BPPM back to QA Remedy environment by configuring AR & mid-tier server details in BPPM console , we are getting following error-

       

       

      We checked the SHARE:Application_Properties entry for BMC Service Resolution, it shows version as 3.5.01 & status as Enabled. Also, on BPPM, pw viewhistory

      shows 3.5.01 installed on the server.

       

      Any suggestions what could be the issue here ?

       

       

      Best Regards,

      PN

        • 1. Re: BPPM-ITSM integration through BSR 3.5.01 issue
          Ravinder Kumar

          Hi,

           

          Can you please share conf file from BSR.

           

          Regards

          Ravinder Kumar

          • 2. Re: BPPM-ITSM integration through BSR 3.5.01 issue
            Pawan N

            Hi Ravinder,

             

            PFB configuration file ibrsd.conf contents-

             

            GroupName=IBRSDSourceConfig

            #GroupName=TraceParametersSrc

            Trace=Yes

            TraceSrc=No

            TraceConfigFileName=IBRSD.trace

            TraceDefaultFileName=./log/IBRSD_Trace.log

            TraceFileSize=10240

            TraceFileHistory=7

            TraceFileAppend=No

             

             

            #Size of the IIDK Receive buffer [ No. of events ]

            #20000 events are recommended if user wants he

            #can change the value as per his/her requirement

            #Reqd. diskSpace Assumption :- Approx 5K/event * 20000 = 100 MB.

             

             

             

             

            DropAcks=True

             

             

            #GroupName=DirectoryInfoSrc

            ServerDirectoryName=IBRSD.dir

             

             

            #Parameters for buffering

            #GroupName=PersistencyBufferingParametersSrc

            PersistencyEnabled=Yes

            PersistencyLevel=Low

            PersistencyFileName=./log/IBRSD_buffer.dat

            PersistencyDisconnectRemoveMessages=No

            PersistencyCleanupSizeThreshold=100000

            PersistencyCleanupGarbageThreshold=40

             

             

            #parameter for reconnection

            #GroupName=ReconnectionParametersSrc

            MessageBufferReconnectInterval=60

            MessageBufferResendCount=10

            MessageBufferSize=50000

            RecvBufferSize=0

             

             

            #System Log Dir Name

            SystemLogDirName=./log

            SystemTmpDirName=./tmp

            UniqueIDFile=./log/uniqueID.dat

             

             

            #Used For Ltrace(I18n)

            LocaleConfigFileName=%C/locale/IBRSD.load

             

             

            #Integration Specific Configuration Details

            HBCellName=INSERT_HBCELLNAME_HERE

            ARSServerName=<<our_AR_Server_IP>>

            ARSServerPortNum=<<our_AR_Server_Port>>

            #The RPC program number of the AR server -

            #This parameter can be used to specify a private queue (e.g - 390621 to 390634).

            #Default value is 0 (i.e use the fast or list server queue).

            ARSRPCPortNum = 0

            ARSServerUserName=<<our_AR_Server_User>>

            FormName=INT:Staging

            PrimaryEMS=ARS

            IMTimeOut=1000

            ForegroundOrBackground=Background

            FetchOldEvents=FALSE

            IMEventClass=IBRSD_SM_INCIDENT

            #WriteTimeInFiles=FALSE

            RespHandlerInterval=200

            StatsIntervalInSec=600

            IMtoARSMapName=CustomizationMapForIMtoARS

            ARStoIMMapName=CustomizationMapForARStoIM

            MaxLinesPerLogFile=50000

            PidSrcFileName=ibrsd.x1

            PidSyncFileName=ibrsd.x2

            IMtoOtherEMSMapName=IMtoARSMapName

            OtherEMStoIMMapName=ARStoIMMapName

            OtherEMStoIMCustomMapping=ARStoIMCustomMapping

            DefaultConfPath=/opt/IBRSD/conf

            FetchOldARSEvent=IBRSD_SM_INCIDENT

            IntegrationCPDFilePath=INT_CPD_FILE_PATH

             

             

            #This is used only when ARSServerUserName is set to "Remedy Application Service"

            ARConnectionString=R!APp@Svc#

            IncidentCreationAttempts=3

            IncidentCreationAttemptInterval=40

             

             

            #The following parameter is used to submit only mapped fields to Staging form.

            #Default behaviour is IBRSD will submit all the fields to Staging form.

            #1 == Yes, 0 == No

            SubmitOnlyMappedFieldsToAR=1

             

             

            #In case of Guarnteed Incident Creation an errot occuring during Incident Creation will be retried infinitely

            GuaranteedIncidentCreation=1

            #1 == Yes, 0 == No

             

             

            #Integration should retry infinitely for following AR Errors

            InfiniteRetryForErrors=8755,90,93,94,116,302,303,304,353,105,106,112

             

             

            #Name of the file to store events when incident creation fails.

            #This file will contain unsent events in BAROC format which may be later used for troubleshooting purpose.

            NoOfUnsentEventsToLog=1000

             

             

            #Configuration Details

             

             

            #HeartBeat Configuration parameters

            HBInterval=60

            MissedWarning=1

            MissedMinor=2

            MissedCritical=3

             

             

            #Form name to get Impact manager information

            ImpactManagerInfoForm=BMC.SIM.CONFIG:SIM_CellInformation

            isAppendBPPMName=Yes

             

             

             

             

            #default timeout is 5 min. ?

            itsmIntrConnectionTimeout=300000

            itsmIntrConnectionRetryCount=3

             

             

            #Executor threadpool size

            ThreadPool.initialSize = 2

            ThreadPool.maxSize = 5

             

             

            #bmcremedy/remedyforce

            IncidentCreationSystem=bmcremedy

             

             

            ################## Mid tier Configuration #######################

            armidtierprotocol=http

            armidtierhost=<<our_AR_Mid_Tier_IP>>

            armidtierport=<<our_AR_Mid_Tier_Port>>

             

             

            ###################AR server credential ############################################

            ###### don't enter password here it can be added through UI configuration###########

            fallbackIncidentCreateSoapWSURL=armidtierprotocol://armidtierhost:armidtierport/services/ARService?server=ARSServerName&webService=HPD_IncidentServiceInterface

            fallbackIncidentOutboundSoapWSURL=armidtierprotocol://armidtierhost:armidtierport/services/ARService?server=ARSServerName&webService=HPD_IncidentOutboundEvent

            fallbackOutageCreateSoapWSURL=armidtierprotocol://armidtierhost:armidtierport/services/ARService?server=ARSServerName&webService=AST_CIUnavailabilityInterface

            ARpassword=<<We have a encrypted password here>>

             

             

            ###################RemedyForce credential ##########################################

            ###### don't enter password here it can be added through UI configuration###########

            rfusername =

            rfpassword=

            rfsecuritykey=

             

             

            #Poller Parameters in seconds

             

             

            delaybetweenpolling = 10

            it.integration.version=itv3

             

             

            Regards,

            PN

            • 3. Re: BPPM-ITSM integration through BSR 3.5.01 issue
              Pawan N

              Hi,

               

              We made changes to ibrsd.conf by configuring AR & mid-tier server details of QA Remedy environment,changes are reflected in BPPM console under

              Service Desk integration option, also changed the AR user password with Encrypt Utility, .pass file is modified with latest timestamp.

               

              Also, we executed ibrsd.sh script which successfully started SDIG

               

              But, when we tried for one click validation, we got below errors-

               

               

              1. We are able to ping & telnet AR & mid-tier servers from BPPM server. Also, after the validation, we have enabled propagation policy.

              2. SHARE:Application_Properties shows BSR version as 3.5.01 & status is Active

              3. Integration user has all the required permissions & we can login to Remedy console using the user credentials.

               

              Any suggestion here?

               

              Thanks & Regards,

              PN.