This documentation supports the 18.08 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Troubleshooting the Hub and Spoke capability

This section describes some of the issues you might encounter with the hub and spoke capability and suggests possible causes:

Specified plug-in does not exist, DSO.FILTERCONFIGURATION

If you encounter the following error message while registering a spoke server, ensure that the Distributed Server Option (DSO) service is running on the hub server:

ARERR 8755 The specified plug-in does not exist. : DSO.FILTERCONFIGURATION

For information about implementing the DSO service, see Setting up DSO to synchronize data across multiple AR System servers .

Hub and spoke registration form does not auto-populate with data

If you successfully register a spoke server from a hub server, but the Hub and Spoke Registration form on the related spoke server did not auto-populated with the corresponding data, ensure that the DSO service on the hub server can communicate with the spoke server.

For information about implementing the DSO service, see Setting up DSO to synchronize data across multiple AR System servers .

AR System Key Map contains no records for the hub or spoke servers

If you open the AR System Server to Key Map form on the hub server after successfully entering the web path information on a spoke server, but the form does not contain a record for the spoke server, ensure that the DSO service on the spoke server can communicate with the hub server.

  • For information about AR System Server to Key Map form, see  Using external DVM communication .
  • For information about implementing the DSO service, see Setting up DSO to synchronize data across multiple AR System servers .

HTTPS warning message in browser (ARWARN 9508)

By default, the BMC Remedy IT Service Management applications used for the Hub and Spoke capability are not set up to use the Hypertext Transfer Protocol Secure (HTTPS) protocol when communicating with the BMC Remedy Mid Tier server.

Recommendation

Set up all hub and spoke connections to the mid tier server using the HTTPS protocol. If you do not, each time a user opens a spoke record on the hub server, the following message appears in the browser window:

For enhanced security, BMC advises using HTTPS protocol for the current mid tier server and for Web Path of the remote server <serverName> (ARWARN 9508)

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