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This documentation supports the 19.08 version of Remedy IT Service Management Suite.

To view an earlier version, select the version from the Product version menu.

Troubleshooting Onboarding and Import content

This topic describes the issues related to onboarding and importing content in Remedy Smart Reporting.


Onboarding issues in Remedy Smart Reporting

The following errors may occur during the Remedy Smart Reporting onboarding process.

Form Does Not Exist error

Issue symptoms

The onboarding process in Remedy Smart Reporting fails with the following error:

A system error has occurred, please contact your administrator for more information". Below errors are found in SR log file:

ERROR (303): Form does not exist on server

ERROR: SmartReporting_ClientOrg_Content_Info 

ERROR (303): Form does not exist on server : SmartReporting_Contents

Issue cause

During the Remedy AR server installation, the SmartReportingApplication.def file does not get imported at the following location:

  • For Windows: C:\Program Files\BMC Software\ARSystem\Arserver\installforms\en
  • For Linux: opt\BMC\ARSystem\Arserver\installforms\en

Because of this, all the Remedy Smart Reporting objects such as forms, links, and so on do not exist on the Remedy AR server and the user onboarding process fails.

Issue workaround

  1. Open the Remedy Developer Studio.
  2. Navigate to the Remedy AR server installation directory and manually import the RemedySmartReporting.def file.
    All the Remedy Smart Reporting objects are imported.

Failed to Get Smart Reporting Version error

Issue symptoms

(For Remedy Smart Reporting version 9.1 Service Pack 2 or Service Pack 3  on Linux environment only) Onboarding process fails and displays the following error:

Failed to get Smart Reporting version.

Issue cause

During the Remedy Smart Reporting installation, the installer defines the system environment variable. If the installer fails to set this system variable, the onboarding process fails.

Issue workaround

Manually set the following system environment variable and restart the computer where you have installed the Remedy Smart Reporting server:

BMC_SMART_REPORTING_HOME=/opt/remedy/ars/SmartReporting

An error has occurred during the operation. Please try again later or contact your System Administrator during Onboarding

Issue symptoms

The onboarding process fails with the following error message:

An error has occurred during operation, please try again later or contact your administrator

Issue workaround

  1. Ensure that you have installed the same version of AR System server and Remedy Smart Reporting.
  2. Navigate to C:\Program Files\BMC Software\ARSystem and validate the version details in the ARSystemInstalledConfiguration.xml file.
  3. Ensure that the Remedy AR System server database is in Read/Write mode.
  4. Onboard users from the Remedy AR System server.

The Selected company does not contain the user, so unable to make as Reporting Administrator during onboarding error

Issue symptoms

The IT Service Management multi-company user onboarding fails with the following error message:

The Selected company does not contain the user, so unable to make as Reporting Administrator.

Issue workaround

For multi-company user onboarding (one company at a time option), ensure that the user belongs to the company for which you are onboarding. By default, users are assigned to the company that is defined in the Company field under the Organization section of the People form. For information about how multi-company onboarding works, see How multicompany user onboarding works.

Unable to onboard users due to incorrect user name

Issue symptoms

If you enter an incorrect user name, the onboarding process fails with the following error message:

Provided user, entered for admin is either not present in AR or not qualify the user creation filter criteria.

Issue cause

The user onboarding utility does not onboard users if:

  • You have entered an incorrect user name.
  • You have entered a user name that does not belong to the AR Groups or the Smart Reporting Custom App Users group.

Issue workaround

Ensure that you enter the correct user name and that user belongs to the AR Groups or the Smart Reporting Custom App Users group.

Unable to onboard more than seven users that are a part of the Smart Reporting Custom App Users group into Remedy Smart Reporting

Issue symptoms

By default, you can onboard only up to seven users that are a part of the Smart Reporting Custom App Users group into Remedy Smart Reporting. 

Issue workaround

To onboard more than seven users, contact BMC Customer Support.

No data found for onboarded users that are a part of the Smart Reporting Custom App Users group

Issue symptoms

For users that are a part of the Smart Reporting Custom App Users group, the onboarding process does not import the data. Only the users are onboarded.

Issue workaround

For importing and accessing data for users that are a part of the Smart Reporting Custom App Users group, see Creating a view.

Importing content issues in Remedy Smart Reporting

The following errors may occur during the Remedy Smart Reporting importing content process.

Importing the out-of-the-box content process in Smart Reporting fails when SSL is enabled

Issue symptoms

Importing the out-of-the-box content process in Remedy Smart Reporting fails with the following error message:

An error has occurred during operation, please try again later or contact your administrator

The following error is logged in the Smart Reporting logs:

javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

Issue workaround

Ensure that the content for all modules exists in the SmartReporting_Contents form. If the content is missing, then follow the steps in the example given below to import the content manually.

To import the CMDB content in the SmartReporting_Contents form:

  1. On the computer where you have installed BMC CMDB, go to the following installation path:
    <Install Dir>\Program Files\BMC Software\AtriumCore\cmdb\en\workflow
  2. Copy the following files:

    • CMDB_FreshContent_9.1.00.xml
    • CMDB_UpgradeContent_9.1.00.xml
  3. Log in to Mid Tier and open the SmartReporting_Contents form.
  4. Create a new request with the following parameters:

    ParameterValue
    Product Name CMDB
    Content VersionProduct version
    Note:
    For CMDB, ensure that the version on the SHARE:Application_Properties form and the SmartReporting_Contents form is the same. For example, if the CMDB version is 9.1.00.001, then the content version must also be 9.1.00.001, even if there are no content updates for that version.
  5. Import or add the .xml files copied in Step 2.
  6. Import the content in Remedy Smart Reporting.

Error in fetching client org content details while importing content

Issue symptoms

Due to inconsistencies in the onboarding tenant process, the Import Content process displays the following error message:

Error in fetching Clientorg content details

Issue workaround

  1. Delete the records from the SmartReporting_ClientOrg_Content_Info form.
  2. Offboard the existing client org and rerun the onboarding process.
  3. Run the Content Import process for all available applications.

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