This documentation supports the 9.1 version of Remedy IT Service Management Suite.

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

Troubleshooting issues for BMC Remedy Smart Reporting user sync utility

This section describes how to troubleshoot some of the issues related to the BMC Remedy Smart Reporting user sync utility. Make sure the onboarding procedure is complete before verifying that the user sync job has started and is completed.

The following topics are discussed:

(For version 9.1.04 and later) BMC Remedy Smart Reporting users are not getting synced

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

The level value is changed to debug

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. Restart the BMC Remedy AR System server.

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 Remedy Mid Tier and make sure that the reporting server details are populated. If the values are not populated, manually add the following values:

     FieldValueValue 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

Open the AR System Administration Plugin Server Config form and select the plugin server instance. Change the value of level value to debug from warn. Restart the BMC Remedy AR System server.

(For version 9.1.03 and earlier) BMC Remedy Smart Reporting users are not getting synced

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

Variables in the UDM Variable form are populated as required

  1. Open the UDM:Variable form, and  verify that the following variable values are defined:
    • BMC_AR_SERVER_HOST_NAME
    • BMC_AR_PORT
    • BMC_AR_USER
    • BMC_AR_PASSWORD
    If any of the values are not populated, the onboarding process was not completed successfully.
  2. Re-run the onboarding process.
  3. If the values are still not populated, manually add the following variable values:

     VariableValue
    BMC_AR_SERVER_HOST_NAMEBMC AR Server name
     BMC_AR_PORTBMC AR Server port

    BMC_AR_USER

    BMC AR Admin username
    BMC_AR_PASSWORDBMC AR Admin password
  4. Restart the BMC Remedy AR System server.

The required .jar files are available

  1. Check if the inapp-reporting.jar or inapp-reporting90_build001.jar file is present in the following directories:
    • (For versions earlier than 9.1 Service Pack 2) ARSystemInstallDir\BMC Software\ARSystem\diserver\data-integration\libext\
    • (For version 9.1 Service Pack 2 and later) ARSystemInstallDir\BMC Software\ARSystem\diserver\data-integration\lib\
  2. Verify the BMC Remedy Smart Reporting server details. For this, open the SmartReportingServer_Info form in Remedy Mid-Tier and make sure that the reporting server details are populated. If the values are not populated, manually add the following values:

     FieldValueValue 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.

User sync job has started

  1. Open the BMC Remedy AR System escalation logs and make sure that the status of the UDM:ExecutionStatus is STARTED.  
  2. If the user sync job has not started, enable the escalation and filter log.
    1. Log on to the BMC Remedy AR System server.
    2. Choose AR System Administration > AR System Administration Console > System > General > Server Information.
    3. On the LogFiles tab select the following options:
      • Escalation log (see log file path)
      • Filter log (see the log file path)
    1. Click Apply, and then OK.
  3. Open the BMC Remedy AR System escalation log and locate the string RSR:UpdateCompletedStatus. If you cannot locate the string, restart the AR System server,
  4. Rerun the job. Perform any CRUD operation on the User or CTM:People form and manually run the escalation.
  5. Recheck the string in file again.
  6. If the string is now added, verify if your user sync works. If you still face issues, check if the following jobs are created in the UDM:ExecutionInstance form
    • UserSyncUtil_Job for single company
    • UserSyncUtil_MSP_Job for multi-company is created or not in UDM:ExecutionInstance form
  7. If the jobs have not been created, check arcarte.log and the arjavaplugin.log file for any warnings or errors.
  8. If the jobs have been created then check the status of job in UDM:ExecutionStatus form, and perform the required action:

    StatusAction
    WaitingCheck arcarte.log and arjavaplugin.log files for any warnings or errors.

    Finished or Finished(with errors)Check the log from <installed_directory>/ARSystem/Arserver/Db/arcarte.log and/or UDM:ExecutionStatus form.
  9. Based on the exceptions in the logs, perform the required corrective actions:

    ExceptionActions
    ConnectionHostExceptionVerify that the BMC Remedy Smart Reporting server is reachable from the BMC Remedy AR server.
    javax.net.ssl.SSLHandshakeExceptionIf you are using a Smart Reporting Load Balanced URL, make sure the LB hostname and LB port are specified in the Reporting Server Hostname and  Reporting Server Port respectively in ‘SmartReportingServer_Info' form.
    Make sure to import SmartReporting certificate to AR java truststore
    Outofmemory or javaheapsize error

    Restart the AR server.

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Comments

  1. Jonathan Leech

    I'm assuming that if a fresh install of 9.1 took place, file inapp-reporting90_build001.jar  would be irrelevant? I'm only showing inapp-reporting.jar being listed in the proper directory.

    Oct 17, 2016 01:22
    1. Sirisha Dabiru

      Hi Jonathan Leech,

      I will check and get back to you.

       

      Regards,

      Sirisha

      Dec 12, 2016 11:40
    1. Sirisha Dabiru

      Hi Jonathan Leech,

      For 9.0 release, the inapp-reporting file was provided with the version. With 9.1 release, this has changed and the file inapp-reporting.jar no longer have any versions attached to it. 

       

      Regards,

      Sirisha 

      Dec 15, 2016 05:54
  2. Ludmila Spector

    With OTTB installation of 9.1 patch 001, UserSync spoon job was giving ‘No access to User form’ error – there was a syntax mistake in the spoon job database connection variable BMC_AR_USER – it had (BMC_AR_USER} instead of {BMC_AR_USER}.

     

    Jan 10, 2017 04:02
    1. Mokshada Shivarekar

      Thank you for informing. I will check with SME and get back to you.

      Regards,

      Mokshada 

      Jan 10, 2017 09:12
    1. Sirisha Dabiru

      Hi Ludmila Spector,

       

      Our SME imported the User Sync.arx files from 91 Patch1 but did not receive any variable syntax error message. Would you please send us the screenshot of the error and details of the steps you have executed.

       

      Regards,

      Sirisha 

      Jan 27, 2017 05:32
  3. Ludmila Spector

    Hi Sirisha,

    I was referring to UserSync Spoon job variables, not UDM:Variables. For the database connection used by this job, one of the variables had a syntax error.

    Jan 27, 2017 02:39
    1. Sirisha Dabiru

      Hi Ludmila Spector,

       

      Please contact BMC Support to resolve the issue.

       

      Regards,

      Sirisha

      Feb 05, 2017 10:43
  4. Paolo Quaranta

    Hello, on point number 9 you write "ConnectionHostException Verify that the BMC Remedy Smart Reporting server is reachable from the BMC Remedy AR server." What do you mean exactly? telnet on 8080 and 8443 on SR server or just ping?

    Thanks

    Sep 07, 2017 05:56
    1. Surabhee Kulkarni

      Hello Paolo,

      Thank you for your comment. I will discuss this with the concerned SME and let you know ASAP.

      Thanks and regards,
      Surabhee

      Sep 07, 2017 06:24
    1. Surabhee Kulkarni

      Hello Paolo,

      Sometimes, if internal host names are used, they might not be added in the DNS, because of which they might not be reachable from the server and will throw a Host unreachable exception. In this case, you need to verify the connectivity between the AR System server and the Smart Reporting server using telnet or ping the server to verify the connectivity.

      Thanks and regards,
      Surabhee

      Sep 08, 2017 07:03