In order to capitalize on the fail over capabilities of BMC Atrium Orchestrator, we have created multiple peers with the same Remedy Actor Adapter and configuration. When we try to run with this setup, we receive errors about login conflicts.

 

[Adapter Response=
  <response-data>
    <metadata>
      <status>error</status>
      <error>Error occured performing remedy action: Message[summary=Error retrieving Remedy schema '2008+BMO_CHG:CHANGE_CHG:ASSOCIATION_BMC:BASEELMENT'., detail='Message[summary=Exception occured in Adapter 'Remedy Actor Adapter'., detail=Remedy exception: '[Type=2][Num=9093][Text=User is currently connected from another machine][AppendedText=]']']</error>
    </metadata>
</response-data>]

 

Why do we receive these errors?

 

Root cause:

Remedy's licensing is such that the same user ID cannot be used from two different IP addresses at the same time. In other words, you cannot have two peers with the same adapter because the adapter config contains the username/password.

Solution:

Either have a single instance of this adapter configuration running, create a separate adapter configuration for each user, or utilize the Remedy Actor Adapter's ability to peer map in order to achieve fail-over by retaining multiple configuration nodes within a single adapter. These configurations can be mapped to specific peers thereby allowing each peer to have a specific set of credentials. Further details on the peer mapping feature may be found in the BAO Application Adapter Guide for the Remedy Adapter.