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Troubleshooting Connectors in BMC Digital Workplace Catalog

What is a connector in BMC Digital Workplace Catalog 

Service connectors connect your catalog to external systems. BMC Digital Workplace Catalog integrates with external fulfilment systems through service connectors, which pass the information from a service request to an external system.

Before you can use a connector, you must create the connection and add configuration details, as described in Configuring Service Connectors.

Logs required to troubleshoot issues with DWPC Connectors

For versions 19.02 to 20.02 : Bundle.log (In TRACE/DEBUG Mode), server.log

Follow documentation to enable and troubleshoot the log: Click on  Contents of the logs , Troubleshooting common BMC Digital Workplace Catalog issues by using log files

For version 20.08 (Helix) : myit-sb.log (In TRACE/DEBUG Mode), server.log

To enable and troubleshoot the log, see the Enabling and downloading logs from BMC Helix Innovation Studio

Resolutions for common issues

DWP Catalog : Unable to connect to Flexera Appbroker using Flexera Connector

Potential cause is the Flexera Appbroker is not properly set in Flexera Connector and Flexera Authentication Method.

Make sure that  Kerberos authentication is turned off in Flexera. The Flexera connector does not support Kerberos. Only NTLM authentication is supported based on the documentation.

Note: Before deploying the BMC Digital Workplace Catalog with the Flexera connector, turn off Negotiate authentication (only leave NTLM authentication) in Internet Information Services (IIS) on the Flexera server.


Follow the steps given below to configure:

  1. Go to http://dwpcatalogserver:port/myitsbe/connections
  2. Create a new Flexera Connection by clicking New Connection.

  3. Configure the Flexera Connector using this URL format https://schema/hostname/port 



  4. Click Save and Test Connection.

Note: If there is still an issue, then you need to enable wire logs to see what traffic is being sent to Flexera and make sure the URL is getting built correctly.

Follow the steps given below to enable wire logging on the Digital Work Place Catalog Server/POD:

  1. Add the following to the logback_server.xml (near the bottom):

    <logger name="org.apache.http.wire" level="DEBUG">

             <appender-ref ref="BUNDLE"/>


  2. Save.
  3. Restart DWP Catalog Service.
  4. Collect bundle.log/myit-sb.log while configuring the Flexera Connector
  5.  Contact BMC Support by raising a Support Case and send the log file over.

Refer Doc:

Flexera Connector

KA: 000259304

DWP Catalog - AD Connector CONNECTION_FAILURE when connecting to the Kaazing Gateway


When connecting to AD Connector from DWP Catalog using Kaazing Gateway, the following error is observed in the bundle logs:

checkHealth call on connection Active Directory / Active Directory

 response payload: {"status":"CONNECTION_FAILURE","message":null,"messages":[{"message":"Failed to connect to ml-kaaztool-01 server via LDAP","severity":"ERROR"}]}

Potential Cause is Domain name configuration in connection settings.

Steps to check:

-Open AD Connector in DWP Catalog

-Check the Username and User Domain in the Active Directory Connector settings in DWP Catalog.

The User Domain should be empty and the Username needs to contain the User Domain.

AD Server doesn’t accept domain\user format, it only accepts the username@domain format hence Username should be formatted as such: username@userdomain

Example: test_bmc@dev.local

Unable to setup BAO Connector for DWP Catalog -Error: Connection Failed


Getting below mentioned error though we are able to access the URL using the curl command from the same DWP Catalog server: 
DEBUG com.bmc.myservice.connect.commons.rest.EnabledPostRedirectStrategy Redirect requested to location 
DEBUG com.bmc.myservice.connect.commons.rest.RestRequestExecutor POST 
ERROR com.bmc.myservice.common.util.HttpUtils java.net.SocketTimeoutException: Read timed out 
javax.ws.rs.ProcessingException: java.net.SocketTimeoutException: Read timed out 
at org.glassfish.jersey.client.internal.HttpUrlConnector.apply(HttpUrlConnector.java:287) ~[na:na] 
at org.glassfish.jersey.client.ClientRuntime.invoke(ClientRuntime.java:255) ~[bundlefile:na] 
at org.glassfish.jersey.client.JerseyInvocation$1.call(JerseyInvocation.java:684) ~[bundlefile:na] 
at org.glassfish.jersey.client.JerseyInvocation$1.call(JerseyInvocation.java:681) ~[bundlefile:na] 
at org.glassfish.jersey.internal.Errors.process(Errors.java:315) [bundlefile:na] 
Below is the example URL we have configured:
Example:  http://baoservername:38080/baocdp/orca

Cause: Incorrect BAO URL Configuration 

Correct BAO URL and make sure its only till port reference by removing /baocdp/orca and connector connection will be successful.Example: http;//baoservername:38080

Refer Doc:

BAO connector

Receiving tomcat error 500 in DWP while opening CLM Services even after successfully configuring CLM Connector via DWP Catalog

Potential cause is related to Certificates and was resolved by performing below steps :

  1. Get certificate accessing clmui from browser
  2. Save certificate
  3. Import the certificate on Server
KA: 000314139

DWPC Remedy Connector Failed with error: Incorrect user name or password.


When you test DWP Catalog Remedy Connector but it failed with error “Incorrect user name or password”

Cause:  Connector user e.g. "hannah_admin" user password has been changed in Remedy ITSM CTM:People and User form which caused the error in DWP Catalog Remedy Connector.
You need to reset the password in DWPC Connector Configuration as well to fix the error.

Make sure the configuration in Remedy ITSM forms (CTM:People/User) should be consistent with Remedy Connector Configuration in DWP Catalog.

Additionally, if connector user password changed then it should also be updated in below forms to make sure DWPC and Remedy integration to work properly:
Remedy ITSM Side :

Update password for connector user in below forms(if same user is used):
DWP Side (If same user is configured in enhanced catalog else this can be ignored):
->DWP Admin Console -> DWP Enhance Catalog
DWP Catalog Side:
a) 2002 Version - Login to DWP Catalog AR with DWP Catalog Administrator and update the Connector User Password in "User" form (AR System Administrator-> Applications->Users)
b) 2008 Version - Login to DWP Catalog with DWP Catalog Administrator
-> Open DWP Catalog Innovation Studio ->Administration->Foundation Data->Manage People-> Search Person login id-> Update Password

Refer Doc:

Remedy connector

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.