BMS-VSA Integration | VSA monitoring alerts do not create tickets in BMS

Problem

VSA monitoring alerts do not create tickets in BMS.

Solution

Perform the below steps to troubleshoot the above problem:

  1. Check the RMM integration between VSA and BMS. You can refer to the following KB article: RMM Integration Setup: BMS-VSA.
  2. The test connection should be successful from the BMS side. To check, navigate to Admin > Service Desk > RMM Integration Settings.

    bms_ticket_creating_error1.PNG
  3. The test connection should be successful from the VSA side. To check, navigate to VSA > System > BMS Integration > Sync Configuration.

    bms_ticket_creating_error2.PNG
  4. You have to make sure Sync Processing Status and Integration Module Activated are enabled.

    bms_ticket_creating_error3.PNG
  5. Navigate to VSA > System > Server Management > Default Settings. You have to make sure BMS is set to a default ticketing system. Next to Use BMS as the ticketing system, click and change the value to Yes.

    bms_ticket_creating_error8.PNG

  6. Navigate to VSA > Monitor > Alarm Summary. Keep the cursor on the tag as shown in the below screenshot. You will see the ticket number which is created in BMS.

    bms_ticket_creating_error4.PNG
  7. If you see “In Progress” instead of a ticket number, it means the VSA API is making a call to create a ticket in BMS. If the status does not change, then the VSA API has failed to create a BMS ticket.

    bms_ticket_creating_error5.PNG
  8. Navigate to VSA > System > BMS Integration > BMS API Log and take a screenshot of BMS API logs from VSA after checking the timestamp of when the ticket alert was generated in VSA.

    bms_ticket_creating_error6.PNG
  9. In the BMS API logs, if you see the ticket has been created but the ticket has not been created in BMS, reach out to our BMS Support team.

    bms_ticket_creating_error7.PNG
  10. If you do not see the ticket created in BMS API logs, then reach out to the VSA Support team along with the notes that VSA is not creating the API call needed for BMS to generate tickets.
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