Knowledge Article
Remedy with Smart IT: Troubleshooting Steps for Impact Analysis in change request in Smart IT (INCLUDED VIDEO)
Smart IT: Troubleshooting Steps for Impact Analysis in change request in Smart IT
Remedy with Smart IT
Remedy with Smart IT
Applicable to all version of Smart IT Classic
Impact Analysis run from Smart IT Change Request ticket starts but does not complete. 1) From Smart IT->Change Request, click “Initiate Impact Analysis” 2) Change request shows that the impact analysis is running 3) [AST:Simulation_Status] record shows “Analysis In Progress” |
This is due to configuration/plugin issues. Follow below troubleshooting guide to troubleshoot the issue.
This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers. 1. The issue is in AIS plugin itself. Check first Impact Simulation from Atrium CMDB in mid-tier and if you have issues in Atrium CMDB then contact BMC Atrium customer support team with below logs. ais.log 2. Check records in below two forms. AIS:Simulation AST:Simulation_Status If you find record in both form then check Simulation Status of AST:Simulation form. If Simulation Status is stuck in "Analysis In Progress" then issue is mostly with escalation not processing. Try running escalation "AST:Simulation_Status_CheckforStatusUpdate" and check if updates the status to "Analysis Completed" If you see there is an issue with running this escalation then try to run this specific escalation on separate pool so that simulation will not be impacted 3. If you do not find record in AIS:Simulation itself then mostly this is issue with AIS plugin configuration in server group environment. Check below settings for same. a. Parameters to enable Impact Analysis in SmartIT: b. Identify Rank1 server for component "Escalation" in AR System Server Group Operation Ranking form. Update plugin config for ATRIUM.AIS plugin on all remedy servers to point the same server which is running AIS/Escalation. Normally, this would be the admin server but can vary. The plugin configuration for ATRIUM.AIS should be updated to point to this same server as shown in this example: Go to CCS- Component Type - com.bmc.arsys.server- select the pod/server where we need to change the setting value For example, if platform-fts-0 is admin for escalation component, then we need to update as below for component- platform-fts-0.platform-fts, platform-fts-1.platform-fts and platform-user-0.platform-user, platform-user-1.platform-user, etc. Server-Plugin-Alias: BMC.ARDBC.ATRIUM.AIS BMC.ARDBC.ATRIUM.AIS ServerRunningAIS/Escalation:9556 Restart the remedy service/process on each server where this update was made Or you can kill plugin or use arsignal command. (arsignal -c hostname port) To better understand the use case, let's say we have 3 SmartIT server SM1, SM2, SM3 and those are pointing to LB (itsm-pr-LB) and under that 3 AR Servers namely 87,88, 89. But Escalations are running on 86, then configuration highlighted in green is the correct configuration for plugin. In Server Group ( 85, 86, 87, 88, 89) but under LB there are only 87, 88, 89 (user facing) NOTE 1: Ensure the same configuration is configured in Centralized Configuration (CCS) form for AIS plugin changes. NOTE 2: Atrium Impact Simulator shows inconsistent results in server group environment and does not support server group failover mechanism. For the workaround of Atrium Impact Simulator issue, see Knowledge Base article KA408259 (Support login ID require https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA214000000d4vcCAA-Solution This is documented in all smart it docs: (Troubleshooting inconsistent results in a server group) https://docs.bmc.com/docs/smartit2002/determining-the-impact-of-changes-in-smart-it-908202903.html 4. Now, record is available in both forms (AIS:Simulation and AST:Simulation_Status) and simulation status is updated to Analysis Completed in AST:Simulation_Status but still it is taking long time to complete Impact Simulation in Smart IT. Impact Simulation is completed in Smart IT only when simulation status is set to "Relationship Assessment Completed" in AST:Simulation_Status form. Check below settings. a. One of Smart IT Server should be master.server = true in smartit_config.properties file. <<SmartITTomcat>>\external-conf\smartit_config.properties b.Add pushNotificationFeature.enabled= false in smartit_config.properties under Apache Tomcat->external-conf to disable from Smart IT side. Disable filter : NTE:NTS:Social_PushNotification to prevent generating new Notification events.. Cleanup existing data : Delete data from form : SMT:Social_ImpactAnalysis_PushNotification with qualification 'Classification' = "PUSH_NOTIFICATION". Backend Workflow:
When Impact Analysis is Initiated from SmartIT for a CRQ that has a CI related to it. At backend.
1. Plugin ATRIUM.ARDBC.AIS creates a record in AIS:Simulation Form.
2. Filter: "AST:Simulation_Create_StatusRecord" creates a record in AST:Simulation_Status form with Simulation in Progress field value set to "Analysis in Progress"
3. Escalation "AST:Simulation_Status_CheckforStatusUpdate" runs every 1 min and check if the field Simulation In Progress on AIS:Simulation is set to value Analysis in Progress.
If yes -> It set's z1D Char01 as "Update Status".
4. Filter "AST:Simulation_Status_PullStatusInfo" then check if (z1D Char 01 !=NULL AND z1D Char01 ="Update Status") and will try to find a record in AIS:Simulation Form using Simulation Id.
If record found -> it set's the field z1D Integer01 with Simulation In progress field value.
If not found -> It sets z1D Integer01 to NULL.
5. Filter: "AST:Simulation_Status_PullStatusInfo_AnalysisCompleted" then checks if ('z1D Integer01' != $NULL$) AND ('z1D Integer01' = 6) and if true set's the Simulation In Progress field value to Analysis Completed.
6. Filter "AST:Simulation:Social_StatusAnalysisCompleted" then compares the Simulation In Progress field current value and DB value ('TR.Simulation in Progress' = "Analysis Completed") AND ('DB.Simulation in Progress' != "Analysis Completed") AND ('Parent Instance Id' != $NULL$).
If this condition matches a record is created in Form "SMT:Social_ImpactAnalysis_PushNotification" with Classification as IMPACT_EVENT
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