Does anyone have any insight or experience with monitoring BMC Remedy Action Request System (ARS) / ITSM7 with dynaTrace?
I know the web tier, also referred to as the Mid-Tier, runs Apache Tomcat in my case so we can monitor that, but I'm more interested in the AR Server (arserverd) process. A Google search produced an article which mentions it is based on 4GL programming language, whereas Java is 3GL so I assume there is no JVM involved.
We have visibility on ARS via DCRUM currently, but not for the AR Server (application tier) since there isn't a decode.
Correct, version 7 yes.
We're monitoring the Mid Tiers (web tiers), which is Tomcat based, with dynaTrace but I'm hoping for some insight into the application tier, where the arsystem and arserverd processes run.
Ashish & Andre,
On versions older than 9 we're monitoring UE and the front tier. You should note that using a JS ADK might be needed because actions are spread across several user action purepaths. For versions 9 and above the Application tier could also be monitored perfectly as it is java based.
I've a customer looking to monitor Remedy for version 7. They also intend to monitor the later version i.e. 9.
Please suggest if version 7 and 9 can be monitored using AppMon or DC-RUM and how do we do that and what kind of monitoring information they will be able to get for each component/tier of Remedy using both AppMon or DC-RUM.
Has anyone had any success monitoring Remedy 9.x, specifically 9.1?
I've tried instrumenting it, but either I'm placing the agent parameters in the wrong file or the wrong place in the (wrong) file. If I place it in the arserver.config file, the agent logs shows that the agent is starting, but then nothing happens...the agent doesn't come up completely, nor does the arserver process start up. If we reboot the server, some more entries are written to the agent logs, but these are not very helpful either.
No entries are written to the BMC logs when the agent parameter is passed; if I remove it, Remedy starts up fine.
Hi Gautier, thank you for the doc and info!
Can you share the files and exact locations where you successfully placed our agent parameter? I assume you're referring to the armonitor.conf file, but I see there are two in different directories. Did you place it in both?
Do you perhaps have the details (example) of where in these files you've place the -agentpath parameter? I have an armonitor.cfg file and arserver.config file on my BMC Remedy 9.1 system, no armonitor.conf or arserverd.conf but I guess they do the same thing.
Here's an example of where I've placed it in my files.
"C:\Java\jre1.8_x64\bin\java" -jar "C:\BMCSoftware\ARSystem\arserver.jar" -agentpath:C:\dynaT\agent\lib64\dtagent.dll=name=ARS,server=192.168.8.111:9998 -i "C:\BMCSoftware\ARSystem" -l "C:\Program Files\Common Files\AR System\Licenses\TST-ARAPAHO" -m
@Andre V.,@Gautier B.
we would like to monitor BMC Remedy AR System 9.1 with
dynatrace on a Linux Server.
As mentioned above we have to edit two files:
We did edit arserverd.config:
If the arserverd.config
jvm.option.19 as last
jvm option, you should add the jvm options starting from
But we aren’t able to edit armonitor.conf. Does anybody know the
However: it looks like the the agent is installed and works
but the only things we get are exceptions caused by the
"The host did not accept the connection within timeout
of 40000 ms"
Did anybody else have a similar problem?
Are you able to find a solution?
Hi @Annette G. I'm not even getting to the stage where the ARServer starts up, as soon as I add the agent parameters, nothing happens.
I agree with @Gil G. that you need to set up custom entry points, before you'll see PurePaths. Unfortunately I can't help you with that, until I can figure out what's causing my issue :'(
I am also not able to generate the connected pure path representing MDT and AR in 1 .
We have 9.1 platform .
But i was able to collect the AR purePaths , .
Below is the argument i have added for java options in aserverd.sh
PFA the sensors enabled for AR .
Also pl see the flow diagram where midtier flow is coming from webrequest and AR is having anonymous entry point .