How to trace IBRSD Incident creation.   

Legacy ID:KA349004

1) In the IBRSD Integration Service trace, you see the following when an event is received from the cell.

Incoming message (BAROC)..
Message received from IM, with type : 1 (NEW) OR 2 (MOD)

2) In the IBRSD Integration Service trace, you see the following when an event has been sent to Remedy

Submitting record in remedy form - stagingFormName

Receiving Response from AR Server : ARReturnCode
Dispatching new event Success

3) In the AR server Filter Log you see the following when a record is created for this event on the staging form:

CREATE on INT:Staging - <NULL>

4) In the AR server Filter Log you can see if an incident has been created by looking for the following:

CREATE on HPD:Help Desk - <NULL>
<FLTR> <TID: 0000008104> <RPC ID: 0013328077> <Queue: Fast      > <Client-RPC: 390620   > <USER: {USERNAME.EN_US}   > /* {Date / Time} */     Start filter processing (phase 1) -- Operation - CREATE on INT:Staging - <NULL>

5) In the AR server Filter you will see the following when a record is written to the outbound staging form to be picked up by the plugin that will send an event sent to the

CREATE on INT:Outbound Staging - <NULL>

Note:  When analysing the AR server Filter log, search for the event mc_ueid to find an action by IBRSD, and note the value of RPC ID on that line of the filter log.    Grep out, or filter for, only lines with that value of RPC ID to trace the activity for that transaction.

e.g <FLTR> <TID: 0000008104> <RPC ID: 0013328077> <Queue: Fast      > <Client-RPC: 390620   > <USER: {USERNAME.EN_US}   >               mc_ueid (301735100) = mc.ep1.d6e7fc9.1
 

1. BMC ProactiveNet Performance Management Suite