Error messages

Error messages provide information about problems that may have occurred during the operation of the gateway. You can use the information that they contain to resolve such problems.

The following table describes the error messages that the Gateway for BMC Remedy ARS generates. Many of these errors relate to the gateway's interaction with the BMC Remedy Action Request System.

Table 1. Error messages 
Error Description Action

Alert reclaim from ARS failed:

Unable to reclaim alert

The gateway cannot retrieve events from the BMC Remedy ARS system. Specifically, this error message appears if the gateway receives an Exception when it calls the getListEntryObjects method on the BMC Remedy ARS system.

See the BMC Remedy Action Request System 8.1 API documentation for more information on the getListEntryObjects method.

Check the BMC Remedy ARS logs for details.

Cannot start alert events listener

The gateway cannot start the Event listening thread. Typically, this error message appears if the Gate.Remedy.Notification
Query property has a value that the BMC Remedy ARS server rejects.

Check that the Gate.Remedy.Notification
Query property is correctly set.

Disable ARS reclaim - No fields defined for ServerName and/or ServerSerial

The gateway cannot use the ARS reclaim function because the relevant fields in the bmc_remedy.map are not mapped to their corresponding fields in BMC Remedy ARS. Specifically, the ARS reclaim function cannot work if the @ServerName and @ServerSerial fields in the bmc_remedy.map file are not mapped to their corresponding fields in BMC Remedy ARS.

If this is the case, the gateway overwrites the Gate.Remedy.ReclaimARS property to the value 0 (zero), thus causing the ARS reclaim function to be disabled.

Note: The value 0 (zero) specified for the Gate.Remedy.ReclaimARS property signifies that the gateway never queries BMC Remedy ARS for a request ID.
Ensure that the following fields in the StatusMap (contained in the bmc_remedy.map file) are mapped to their corresponding fields in BMC Remedy ARS:
  • @ServerName
  • @ServerSerial

Dropping current Entry due to format error

The gateway attempted to process an entry read from Alert Events (the standard form in BMC Remedy ARS). However, the gateway failed to process this entry due to a format error.

The contents of the entries in Alert Events is defined by the filters provided in the omnibus.def file. The following list identifies these filters:

  • Omnibus-Close - This filter is used when the user closes a BMC Remedy ARS request.
  • Omnibus-Modify - This filter is used when the user updates a BMC Remedy ARS request.

Verify the definitions of these filters. The expected format of the Omnibus-Close filter is as follows:

[C] [user] field = 
value 
field = value ...

The expected format of the Omnibus-Modify filter is as follows:

[M] [user] field = 
value 
field = value ...

Exception raised while handling update from Remedy.

The gateway encountered a problem while trying to update an entry in Alert Events (the standard form in BMC Remedy ARS). The gateway can update entries in Alert Events in two ways:

  • By marking the entry as "read".
  • By deleting the entry.

Thus, the gateway encountered the problem while attempting to perform one of these actions.

Check the BMC Remedy ARS logs for details.

Exception while extracting data from the Entry object

The gateway attempted to process an entry read from Alert Events (the standard form in BMC Remedy ARS). However, the gateway failed to process this entry due to a format error.

Typically, this error message appears when one or several fields in the Alert Events entry contains whitespace. For example, the field Ticket number = 27 causes a parsing error because of the whitespace between Ticket and number.

The contents of the entries in Alert Events is defined by the filters provided in the omnibus.def file. The following list identifies these filters:

Omnibus-Close: This filter is used when the user closes a BMC Remedy ARS request.

Omnibus-Modify: This filter is used when the user updates a BMC Remedy ARS request.

Verify the definitions of these filters. The expected format of the Omnibus-Close filter is as follows:

[C] [user] field = 
value 
field = value ...

The expected format of the Omnibus-Modify filter is as follows:

[M] [user] field = 
value 
field = value ...

In this example, to correct the parsing error due to the whitespace between Ticket and number, you would modify the Omnibus-Modify filter in the omnibus.def file to ensure that all field names (or field values) that included or might include whitespace were enclosed within quotes. For example: "Ticket number" = 27.

Note: It is best practice to enclose all field names and field values specified in the omnibus.def file within quotes to avoid the error described here.

One of the following three key properties has no value:

Property 'Gate.Remedy.Username' : username

Property 'Gate.Remedy.Password' : password

Property 'Gate.Remedy.Server' : server

Therefore, the Gateway won't be able to connect to the Remedy server.

The gateway requires valid values for the Gate.Remedy.Username, Gate.Remedy.Password, and Gate.Remedy.Server properties to successfully connect to the BMC Remedy ARS server. The gateway has detected that one of these properties has no value specified.

Ensure that the Gate.Remedy.Username, Gate.Remedy.Password, and Gate.Remedy.Server properties contain valid values so that the gateway can connect to BMC Remedy ARS server.

NotificationQuery property has an empty value, resetting it to its default value

NotificationQuery is reset to its default value : '7' < "X" AND '2'="USER" AND '701'="FORM

The gateway logs these error messages when the Gate.Remedy.Notification
Query property contains an empty value.

Ensure that the Gate.Remedy.Notification
Query property contains a valid query that the gateway uses to select entries in BMC Remedy ARS.

Parsing failed on text: text

The gateway's fallback parser has detected an error in the text associated with the specified notification. For example:

Location = Cedar City

In the example, the space in the value string Cedar City causes the gateway's fallback parser to write this error message to the log file.

The gateway has two string parsers: a new parser and a fallback parser. This error message is the result of the fallback parser detecting name/value pairs in the notification that do not adhere to the following syntax:

name = value_no_spaces - For example: CedarCity

name = "value" - For example: "Cedar City"

name = 'value' - For example: 'Cedar City'

Use the previously described syntax in the name/value pairs in notifications to eliminate these types of error message from the log file.

Remedy unable to find the form. Please double-check if the form exists in remedy.

BMC Remedy ARS cannot find the form specified for creating requests, specified in the Gate.Remedy.Form property.

Ensure that the value of Gate.Remedy.Form is the valid name of a form in BMC Remedy ARS and is a form suitable for creating requests.

Something went wrong while processing the notification

An error occurred while the gateway tried to update an alert in the ObjectServer (after processing an alert event (or notification) read from BMC Remedy ARS).

Check that the ObjectServer is up and running.

To update the entry, the gateway will most likely use the update and clear functions as defined in the bmc_remedy.notification.js file.

Verify the contents of those functions.

The Gateway cannot find the mapping associated with the Status table.

Check the value of the 'Gate.RdrWtr.StatusTable
Name' property is correct.

The gateway was unable to validate the data mapping for the ObjectServer status table.

Check the following:

  • The mapping file contains a CREATE MAPPING statement for the status table.
  • The value of the Gate.Mapfile property is the path for the correct mapping file.
  • The value of the Gate.RdrWtr.StatusTable
    Name     property is the correct name for the status table in the ObjectServer.

Unable to connect to Remedy

The gateway cannot connect to the BMC Remedy ARS server.

Check that the BMC Remedy ARS server is available.

Ensure that the following gateway properties are correctly set:
  • Gate.Remedy.Password
  • Gate.Remedy.Port
  • Gate.Remedy.Server
  • Gate.Remedy.Username

Truncated value to maxSize " characters: " newValue

The gateway has determined that a BMC Remedy ARS field has exceeded its maximum length. The gateway truncates the length of this BMC Remedy ARS field to its valid maximum size and returns the new value.

Ensure that BMC Remedy ARS fields do not exceed maximum length of the field.

Unterminated quoted string in notification!

The gateway's fallback parser has detected an unterminated quoted string in a name/value pair in the specified notification. For example:

Location = "Cedar City

Location = 'Cedar City

In the examples the missing double quote (") and the missing single quote (') causes the gateway's fallback parser to write this error message to the log file.

The gateway has two string parsers: a new parser and a fallback parser. This error message is the result of the fallback parser detecting name/value pairs in the notification that do not adhere to the following syntax:

  • name = value_no_spaces - For example: CedarCity
  • name = "value" - For example: "Cedar City"
  • name = 'value' - For example: 'Cedar City'

Use the previously described syntax in the name/value pairs in notifications to eliminate these types of error message from the log file.