This documentation supports the 19.02 version of Remedy IT Service Management Suite.

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

Troubleshooting user synchronization

BMC Remedy Smart Reporting users are not getting synced

Issue symptoms

The users are not getting synced into BMC Remedy Smart Reporting.

Issue workaround

If the BMC Remedy Smart Reporting users are not getting synced, make sure that the BMC Remedy Smart Reporting server is running. Then, log on to the BMC Remedy AR System server and verify the following:

The log level value is changed to debug

The AR plugin is installed by default at the time of AR installation. To change the log level of the log file, open the log4j_pluginsvr.xml file under the ARSystemInstallDir\BMC Software\ARSystem\pluginsvr directory and change the value of level value to debug from warn for the SmartReportingLog appenderRestart the BMC Remedy AR System server after modifying the log4j_pluginsvr.xml file.

The required .jar files are available

  1. Check if the smartreportingusers91_build003.jar and usersync.jar files are present in the following directory:
    ARSystemInstallDir\BMC Software\ARSystem\pluginsrv
  2. Verify the BMC Remedy Smart Reporting server details. For this, open the SmartReportingServer_Info form in BMC Remedy Mid Tier and make sure that the reporting server details are populated. If the values are not populated, manually add the following values:

     Field

    Value

    Value in Cluster environment

    Reporting Server Host NameServer name, where BMC Remedy Smart Reporting in installedLoad Balancer name
    Reporting Server PortBMC Remedy Smart Reporting portLoad balancer port
    Reporting Server Admin NameBMC Remedy Smart Reporting administrator nameBMC Remedy Smart Reporting administrator name
  3. Restart the BMC Remedy AR System Server.

The log files are configured

You can change the location of the log file by modifying the log4j_pluginsvr.xml file under the ARSystemInstallDir\BMC Software\ARSystem\pluginsvr directory. Restart the BMC Remedy AR System server after modifying the log4j_pluginsvr.xml file.

User sync utility does not work when Remedy Smart Reporting is deployed on a secured Tomcat server

Issue symptoms

When Remedy Smart Reporting is deployed on a secured Tomcat server by using a Self Signed Certificate, the User Sync utility fails to synchronize users.

Issue workaround

For the User Sync utility to connect to the Remedy Smart Reporting server, you must import the SSL certificate into the Java Trust Store on the Remedy AR System server where the admin operations are running. Follow the steps given below to import the Remedy Smart Reporting certificate to the AR System server:

  1. In a browser, enter the https://<SR_HostName>:<PORT> URL  to navigate to Remedy Smart Reporting secured URL to test whether the SSL is working.
  2. Click View Site Information and go to Connection > Certification Information > Details > Copy to file > Next > Select Base-64 encoded X.509 (.CER) > Next.
  3. Enter the certificate a name and save as a .cer file. For example, smartreporting.cer.
  4. Copy the .cer file to the Remedy AR System server.
  5. Run the command prompt as an Administrator.

  6. Change directory to the Java\JRE8\Bin.
    (Click the image to expand it.)
  7. Run the following command:

    keytool -import -keystore "C:\Program Files\Java\jre8\lib\security\cacerts" -file " C:\Program Files\Java\jre8\lib\security\smartreporting.cer"

    For the -file  option, enter the path of the Remedy AR System server where you copied the Remedy Smart Reporting certificate in the Step 5 above. 
    (Click the image to expand it.)

  8. On the Trust this Certificate prompt, type Yes and  press the Enter key.
    The following message is displayed:
    Certificate was added to keystore.
    (Click the image to expand it.)
  9. Restart the Remedy AR System server.

Unable to synchronize more than seven users that belong to the Smart Reporting Custom App Users group into Remedy Smart Reporting

Issue symptoms

By default, you can synchronize only seven users that belong to the Smart Reporting Custom App Users group into Remedy Smart Reporting.

Issue workaround

If you want to synchronize more than seven users that belong to the Smart Reporting Custom App Users group into Remedy Smart Reporting, you must contact the BMC Customer Support.

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