Troubleshooting issues when publishing REST API services
You can publish REST services by using AR System REST API. The REST API uses dedicated Java Server Pages (JSP) Engine Jetty, which is integrated with AR System server as a single process.
All REST API calls must be authenticated by using JSON Web Token (JWT) or the BMC Helix Single Sign-On (RSSO) token. Clients such as curl, Postman, or BMC TestHttpClient can make calls to Remedy REST APIs.
- The Jetty server is not accessible
- REST API connection issue with RSSO are observed
- The token is not generated
- The logs are not generated
- The incident is not created
- Attachment related Issues are observed
- ARERR 9093 occurs
- The attachments are not received by Salesforce (integration)
- One or more users experience the problem.
Perform the following steps to troubleshoot issues when publishing Remedy REST API:
Download the client
|2||Ensure that the Jetty server is up and running|
By default, the Jetty server runs on port 8008(http) or 8443 (https).
For information about enabling Jetty server, see Configuring the REST API by using SSL certificates
For information on troubleshooting Jetty startup issues, see .
|3||Generate a token|
AR System server performs the normal authentication mechanisms to validate the credentials. If the credentials are valid, the AR System server generates a JSON Web Token (JWT). For more information, see Access and authentication for the REST API.
For information about TestHTTPClient Tool, see an article on BMC Communities .
For information about how to verify if the REST API is working, see an article on BMC Communities .
Ensure that the API is excluded in the rsso-agent.properties file.
RSSO Agent installed on AR System server is configured by default to filter REST calls received on Jetty. Some customers are OK with this and use RSSO to authenticate REST, if this is not the case follow this KB to disable RSSO from interfering
Ensure that you are using the Interface forms to create an incident
The new Incident ticket needs to be generated based on "HPD:IncidentInterface_Create", rather than "HPD:Help Desk" form.
See these knowledge articles for help with creating Incident.
If you are a non admin user, make calls from a single client
BMC Remedy Server restricts all non-administrative users to have active login session only from one host/IP address.
To ensure Remedy integrations which rely on REST API calls run without any errors, you need to make sure the calls are made from a user with administrator rights.
Collect Network trace when you use third party tools
(Which third-party tools?)
Use HttpFileClient Tool as it provides detail and control over what is sent in the network. This would help track the input and output.
|8||Analyze the common scenarios|
(i)How to send attachments via the Remedy REST API
(ii)Wrong query format with fieldnames that contain parentheses
(iii)How to use Standalone Postman - SSL issues
(iv) How to enable SSL on Jetty - AR System server
BMC Community document:
Enable jetty logs in debug mode (See .)
Note : If logs are enabled following option 2, make sure to disable logs once you capture the behavior.
As it creates a lot of information in arerror.log
Create a case with BMC Support
Collect and send logs with detailed information when creating a case with BMC Support:
You can review the logs yourself to try to identify error messages or behaviors.
Use the table below to help identify possible symptoms and solutions
After you determine a specific symptom or error message, use the following table to identify the solution:
The browser receives no response or connection error when accessing a
AR System 9x and above
|Enable debug logs on jetty and create support case with logs and jetty/etc folder|
Rest API Call
"origin 'null' has been blocked by CORS policy: No 'Access-Control-Allow-Origin' header is present on the requested resource"
|Browser accessing web application using REST API|
Make sure you have configured the server to allow requests from specific domains (and methods)
If this fails. Capture a fiddler logs and create a support case
|REST API taking too long to respond and generating "500 Internal Server Error"|
AR System 9x and above
For 9.0, 9.1 and 9.1.03
With Remedy 9.1 SP4 the version of Jetty is 9.3.7 which has enhanced the stability & performance of REST API/Jetty. Hence, it's recommended to upgrade to AR System v9.1.04 version.
For 9.1.04 and higher
Try to replicate the problem and share with us both the logs for analysis
API+SQL+Filter and Jetty logs.
Timeout while submitting Incident with attachment"messageType": "ERROR", "messageText": "Timeout during data retrieval due to busy server -- retry the operation",
AR System 9.x and above
Check if you can submit any other request using postman without attachments successfully.
If yes then there could be an issue with JSON payload, make sure you are not missing comma and bracket braces
If still, it fails then please collect jetty logs