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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 the Hub and Spoke capability

When you encounter issues while registering a spoke server or establishing the connection between the hub and spoke servers. Ensure that the required plug-ins exist and the Distributed Server Option (DSO) service is up and running.

Specified plug-in does not exist, DSO.FILTERCONFIGURATION

Issue symptom

You encounter the following error message: 

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

Issue scope

You may encounter this error while registering a spoke server.

Resolution

Ensure that the Distributed Server Option (DSO) service is running on the hub server. 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 the data

Issue symptom

You successfully register a spoke server from a hub server, but the Hub and Spoke Registration form on the related spoke server does not auto-populate the corresponding data.

Resolution

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

Issue symptom

The Key Map form on the hub server does not contain a record for the spoke server.

Issue scope

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.

Resolution

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)

Issue symptom

HTTPS warning message in browser (ARWARN 9508) appears.

Issue scope

 When the BMC Remedy ITSM applications used for the Hub and Spoke capability communicate with the BMC Remedy Mid Tier server.

Resolution

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. 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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