The BMC Atrium Orchestrator (BAO) Remedy Monitor adapter picks up alerts at adapter initialization, but fails to see new alerts after this. I must restart the adapter before it will retrieve new events, and then it will not process anything until I restart it again.
This problem usually occurs when there is a firewall between Atrium Orchestrator and Remedy AR Server. If the adapter configuration does not specify a value for the configuration parameter "alert-listener-port", then BAO will choose an arbitrary port each time the adapter is restarted. If this port is not correct, the adapter will not see any of the events that Remedy sends.
When the adapter restarts, it de-registers and re-registers with Remedy. Any time the adapter tries to register with Remedy, it actively goes to Remedy and looks for alerts. Except for registration, the adapter stays in a passive state waiting for Remedy to send alerts, and if it is looking in the wrong place then it will never consume the events.
This problem may also occur if there is a load balancer between Atrium Orchestrator and Remedy Verify that your ar.conf file contains the correct MAP-IP-ADDRESS.
Please verify that you have "alert-listener-port" set to the correct value in your adapter configuration. You can find the value of this parameter in the Remedy; it is the value of the alert outbound port specified in the server information form's "Ports and Queues" tab.