BMC Digital Workplace Advanced - Integration Issues Between Remedy and Digital Workplace Catalog Caused by Remoteaction File- INCLUDES VIDEO

Knowledge Article

Article Number

000369775

Old Article Number

Article Type

Solutions to a Product Problem

Title

BMC Digital Workplace Advanced - Integration Issues Between Remedy and Digital Workplace Catalog Caused by Remoteaction File- INCLUDES VIDEO

Summary

Integration issues between Remedy and Digital Workplace Catalog caused by remoteaction file

Product

BMC Digital Workplace Advanced

Component

BMC Digital Workplace Basic

Applies to

DWP 20.02.03

Problem

There are many issues which could be caused by the configuration mistakes related to remoteaction.bat (windows) or remoteaction.sh (linux).
Below are few such use cases:

1. DWP Catalog service request is approved by the Manager, however after Approval DWP Catalog request is stuck in waiting approval.

2. Public comments added from WO or Incident, do not reflect in DWP Request for DWP Catalog Services.

3. All Service Request submitted from SRD, Imported into DWPC (Service Broker) stay in Submitted status.
We also see the "Request Status Progress Bar" in DWP Requests going out of sync with ITSM or SmartIT.

4. Records are stuck in SB:ServiceRequestStub form in "Waiting to be Sent" or "Failed to Send" status.

5. Work Info Notes from DWP to ITSM is not visible, but Public workinfo from ITSM to DWP is visible. Ticket closed in ITSM; the request is not getting Completed in DWP

Cause

Integration from ITSM to DWP Catalog is broken

Solution

In all such cases we need to validate the configuration as per the below document in ITSM.
https://docs.bmc.com/docs/digitalworkplaceadvanced/2002/integrating-remedy-applications-with-bmc-digital-workplace-catalog-908222795.html

This configuration is responsible for the callback to the BMC Digital Workplace Catalog server from the AR System server.

1. Validate the configuration on the "SB:LocalApprovalConfiguration" and "SB:RemoteApprovalConfiguration" .

a) Make sure the HTTPS checkbox is selected if SSL is configured in DWP Catalog and Port information is also correct on SB:RemoteApprovalConfiguration.

b) In SB:LocalApprovalConfiguration, ITSM port can be validated from "Server TCP/IP Port" available at AR System Administration Console/ System/General/Server Information/ Port and Queues Tab.

c) For both the ITSM and DWPC environments, use the Load Balancer name in the forms SB:LocalApprovalConfiguration and SB:RemoteApprovalConfiguration

2. If this configuration is correct then open the SB:TestRemoteAction and click on Test button.
Test Result should be as : <SUCCESS: Configuration settings resulted in successful test>

3. Validate in all ITSM servers that remoteaction.bat (remoteaction.sh) file is present at the path mentioned in "External process full path" field on SB:LocalApprovalConfiguration form.

4. Run the remoteaction.bat or remoteaction.sh file manually.
It should not give any error.
If there is a Java error then edit the remoteaction.bat file and correct the Java path in it.

5. In case the issue persist then please raise a case with BMC support with remoteaction log available at <installation directory>BMC Software\ARSystem\log

Also attach the api/filter/sql ogs captured while reproducing the issue.

6. There is a special case of customization in one of the scenarios where in the integration between DWP Catalog request to ITSM is not working.
Below error line is seen in the bundle.log

07-01 09:12:58.613 ERROR [RxConnectorClientImpl][bg script][Remedy Application Service@metrodemadrid.es>Remedy Application Service@metrodemadrid.es] OpId: OPGAA5V0FL8WMAR41YPLR41YPL49EM handled error in com.bmc.dsm.catalog:findActivities call on native connection Remedy ITSM / Remedy
java.lang.NullPointerException: null
at com.bmc.myservice.connect.remedy.service.ChangeRequestService.createChangeRequestFromEntry(ChangeRequestService.java:207)

This null pointer exception has happened due to Priority value set as NULL during record submit in CHG:InfrastructureChange form in ITSM. Hence after correcting the customization the workinfo notes from DWP Catalog request from DWP to ITSM is visible.

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