Automatic blackout policy is not created after successful Change Management Integration

Knowledge Article

Article Number

000359013

Old Article Number

000144136

Article Type

Solutions to a Product Problem

Title

Automatic blackout policy is not created after successful Change Management Integration

Summary

The integration of TrueSight with Remedy Change Management has been validated as successful and there has been successful publish of CI from Remedy. The expected blackout policy, however, is not being created and no notification event is being received as expected with scheduling of a CR (Change Request) and relating that CR to a CI.

Product

TrueSight Presentation Server

Component

Remedy Change Management Application

Applies to

TrueSight Remedy Change Management integration

Problem

After successful integration with TrueSight (10.7) and Remedy Change Management (v9.x) was confirmed with successful publishing of CI from Remedy, there was no automatic blackout policy being created and no notifications being received, as expected with scheduling of a Change Request (CR) and relating the relevant CI.

Cause

The creation of the blackout policy and the notification events are dependent on execution of escalation workflow that was either not firing or not firing in a timely manner.

Solution

1. ensure the NTE escalations that are responsible for processing and sending out ITSM notfiications are running in either ITSM out-of-box dedicated escalation pools or dedicated escalation pools that mirror the out-of-box pools
               Pool 2: SYS:NPC:TriggerNonGroupNotifications (enabled)
                            SYS:NPC:TriggerGroupNotificationsPool2 (disabled)
                            SYS:NPC:TriggerNonGroupNotificationsPool2 (disabled)
              Pool 3: SYS:NPC:TriggerGroupNotifications (enabled)
                            SYS:NPC:TriggerGroupNotificationsPool3 (disabled)
                            SYS:NPC:TriggerNonGroupNotificationsPool2
              NOTE:
              There are configuration changes to manage volume of ITSM notifications that enable the escalations that come disabled out-of-box and a given environment may reflect those changes rather than the above.

2. as interim measure* to ensure timely execution of escalations workflow supporting notification and creation of blackout policy, move the following two integration escalations out of the default escalation pool and configure them to run in an escalation pool where they will be able to run on their out-of-box one minute intervals
         INT:CHGBPM:SendEvent
         INT:CHGBPM:ProcessEvent

3. ensure there are the same number of ARServer escalation threads (390603 queue) to match the number of escalation pools defined

After making the necessary changes to escalation pooling as noted above, the notifications were received as expected with scheduling of change request and there was an automated blackout policy created in TrueSight. When the change request was closed, the blackout policy was deleted, also as expected.

*Moving the two integration escalations out of the default escalation pool is interim measure pending engineering clarification on requirements that these escalations be configured to run in a dedicated escalation pool as part of the integration: see Potential Defect -- PD00002659

4. ensure the relationship of CI and CRQ is not Impacted and the related CI should be published by TrueSight side which means it should be in PN:PublishedData_BaseElement form.

https://docs.bmc.com/docs/display/tsim107/Integrating+with+BMC+Change+Management+to+enable+automated+blackout+policies
     see link at bottom of this page: Deployment scenarios for integrating with BMC Change Management -> https://docs.bmc.com/docs/display/tsim107/Deployment+scenarios+for+integrating+with+BMC+Change+Management
     see link at bottom of this page: How does the BMC Change Mangement integration work?             -> https://docs.bmc.com/docs/pages/viewpage.action?pageId=722072089

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