How to troubleshoot rest api in logicmonitor integration with remedy

 Troubleshooting REST API integration between LogicMonitor and BMC Remedy involves several steps to identify and resolve potential issues. Here’s a detailed guide on how to troubleshoot this integration:

1. Verify API Endpoints and Credentials

• Check Endpoint URL: Ensure the URL used in the LogicMonitor integration points to the correct BMC Remedy REST API endpoint.
• Validate Credentials: Verify that the username and password used for the API calls have the necessary permissions in BMC Remedy.

2. Review LogicMonitor Integration Settings

• Integration Configuration: Double-check the configuration in LogicMonitor under Settings > Integrations.
  • Endpoint URL: Ensure it is correctly formatted and points to the correct REST API endpoint.
  • Headers and Payload: Verify that all required headers (such as Content-Type: application/json) are correctly set, and the payload structure matches BMC Remedy’s requirements.

3. Check API Logs

• LogicMonitor Logs: Check the integration logs in LogicMonitor for any errors. Navigate to Settings > Logs to view recent API call logs.

  • Look for any HTTP status codes indicating errors (e.g., 401 for unauthorized, 404 for not found, 500 for internal server error).
  • Review the error messages for clues about what might be wrong.

• BMC Remedy Logs: Check BMC Remedy’s logs for any incoming API requests and errors.

  • Look for entries that correspond to the times of your test API calls.

4. Test API Calls Independently

• Use Postman or Curl: Test the API calls independently using tools like Postman or curl to ensure they work outside of LogicMonitor.
  • Send a sample payload to the BMC Remedy API endpoint.
  • Validate the response to ensure that the API is functioning correctly.

5. Validate Payload Structure

• JSON Payload: Ensure the JSON payload structure sent from LogicMonitor matches the expected format of BMC Remedy.
  • Compare the payload with BMC Remedy’s API documentation to ensure all required fields are included and correctly formatted.
  • Example payload for creating an incident:

    json
    {
      "values": {
        "First_Name": "LogicMonitor",
        "Last_Name": "Integration",
        "Description": "{{alert.message}}",
        "Summary": "{{alert.ruleName}}",
        "Urgency": "2-High",
        "Impact": "2-Significant/Large",
        "Reported Source": "LogicMonitor"
      }
    }
    

6. Check Network Connectivity

• Firewall and Network Rules: Ensure there are no firewall rules or network policies blocking the API requests from LogicMonitor to BMC Remedy.
• DNS Resolution: Verify that the LogicMonitor collector can resolve the BMC Remedy API endpoint.

7. Debugging Tools and Techniques

• HTTP Response Codes: Use HTTP response codes to diagnose issues. Common codes include:
  • 200: OK (Successful API call)
  • 400: Bad Request (Check payload structure)
  • 401: Unauthorized (Check credentials)
  • 403: Forbidden (Check permissions)
  • 404: Not Found (Check endpoint URL)
  • 500: Internal Server Error (Check server logs)
• API Response Messages: Pay attention to the error messages returned by the API, as they often provide specific information about what went wrong.

8. Enable Detailed Logging

• Increase Logging Levels: If possible, increase the logging level on both LogicMonitor and BMC Remedy to capture more detailed information about API interactions.

9. Contact Support

• LogicMonitor Support: If issues persist, contact LogicMonitor support for assistance. Provide them with detailed logs and descriptions of the issues.
• BMC Remedy Support: Similarly, contact BMC Remedy support if the problem appears to be on their end.

Example Troubleshooting Scenario

Issue: API Call Fails with 401 Unauthorized

Steps to Resolve:

1. Verify Credentials: Ensure the username and password are correct and have the necessary permissions.
2. Check Token Expiry: If using OAuth tokens, ensure the token is not expired.
3. Inspect Headers: Verify that the Authorization header is correctly formatted.
4. Test Independently: Use Postman to test the API call with the same credentials to isolate the issue.

By systematically checking these areas, you can identify and resolve most issues encountered during the integration of LogicMonitor with BMC Remedy via the REST API.