This documentation supports the 19.02 version of Remedy Single Sign-On.

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

Integrating Remedy SSO with Smart IT

Remedy Single Sign-On (Remedy SSO) is an authentication system for a multi software environment that enables users to present credentials for authentication only once. After Remedy SSO authenticates the users, they can gain access to any other application with automatic authentication without providing the credentials again.

The following video (3.50) describes the basic Remedy Single Sign-On checks required for Smart IT.

Remedy SSO supports the following authentication methods:

  • Remedy AR System Server
  • SAMLv2
  • LDAP
  • Kerberos
  • Certificate-based
  • Remedy SSO authentication or Local authentication
  • OAuth 2.0
  • OpenID Connect

Based on the organization’s requirement, you can configure any of the authentication methods to authenticate the users for various BMC applications.

As an administrator you can integrate Remedy SSO with Smart IT. After the integration, you can configure the required protocol for authentication. BMC does not support the Kerberos authentication for mobile apps, but you can configure the Kerberos authentication for web apps.

Remedy Single Sign-On authentication applies to both the universal client and to mobile applications. When a user logs in to on a mobile device, the user is prompted to enter the host name and port. If the server has SSO enabled, the mobile client opens a browser to the SSO login page. The SSO server sets the SSO cookies after authentication on to the device browser. When the user relaunches the application, if the cookies are not expired, the mobile client displays the application. If the cookies are expired, the user is shown the login page again for authentication.


If you are integrating Remedy SSO with Smart IT, then AR integration with Remedy SSO is mandatory. For more information, see:

  • Integrating Remedy SSO with BMC Remedy AR System and Remedy Mid Tier Open link
  • Manually integrating Remedy SSO with BMC applications Open link

To integrate Remedy SSO with Smart IT

  1. Connect to the database:

    For Oracle:

    • Enter Username: system and enter password.
    • Connect to:

      Oracle Database 11g Enterprise Edition Release - 64bit Production
      With the Partitioning, OLAP, Data Mining and Real Application Testing options

      1 row updated.
      Note: Please commit after update
      SQL> commit;

      In SQL DB,


      In PostgreSQL,

      update "SmartIT_System".tenant set SAML_AUTHENTICATION=true;
  2. Install the new Remedy SSO server.
  3. Integrate the new Remedy SSO server with the AR System server.
    If Remedy SSO server is already upgraded and integrated with Remedy AR Server, skip steps 2 and 3.
  4. In Smart IT, Stop the Tomcat service.
  5. Copy the following properties files from installer/Disk1/files/rsso-agent/ into tomcat/external-conf folder:
    1.—modify this file manually to point to correct and new Remedy SSO server that is compatible with the sso sdk.


  6. (Only for upgrade) If you want to get the new Remedy SSO features, clear the old Remedy SSO jar files by stopping Smart IT, and copy the following jar files from the Remedy SSO machine Installer Path \Disk1\files\lib, and paste the files at C:\Program Files\Apache Software Foundation\Tomcat8.0\external-conf\lib:

    1. caffeine-x.x.x.jar

    2. jjwt-impl-x.xx.x.jar

    3. org.apache.oltu.oauth2.client-x.x.x.jar

    4. jjwt-jackson-x.xx.x.jar

    5. jjwt-api-x.xx.x.jar

    6. json-20140107.jar

    7. slf4j-api-x.xx.xx.jar

    8. jackson-annotations-x.x.x.jar

    9. jackson-core-x.x.x.jar

    10. jackson-databind-x.x.x.jar

  7. Copy the following files from the Disk1/files/rsso-agent folder to C:\Program Files\Apache Software Foundation\Tomcat8.0\external-conf\lib:

    1. rsso-client-impl.jar

    2. rsso-sdk-atsso.jar

    3. rsso-agent-all.jar

  8. Copy domain-entry.jsp from the Disk1/files/rsso-agent folder to the C:\Program Files\BMC Software\Smart_IT\Smart_IT\smartit folder.

  9. Restart the Tomcat service for Smart IT.
  10. Login to the Remedy SSO Admin console and setup the AR authentication pointing to the AR server, which is already integrated with Remedy SSO:



To enable single sign-on integration on the SmartIT database table

Make sure single sign-on integration is enabled on SmartIT database table. To enable the integration, go to the SmartIT database table SmartIT_System.TENANT and make sure that the value of the SAML_AUTHENTICATION column is True(1).

To update the SAML_AUTHENTICATION column

To update the SAML_AUTHENTICATION column, run the following command using Java 1.8 or later:

 updateTenant -server http://<SmartIT_FQDN>:9000/smartit -username 
<SmartIT_Super_Admin_username> -password 
<SmartIT_Super_Admin_password> -tenantName 000000000000001 
-hostname localhost -samlAuthentication true


  • The configuration in is similar to Mid Tier integration, except logout-urls=/atssologout.html in
    The value of the agent-id property in file should be a unique identifier, but should be same on all nodes in a Smart IT cluster. It is recommended that you set its value to a simple identifier instead of a HTTP URL. For example, agent-id=smartit_agent.
    For more information, see Configuring Remedy SSO agent Open link in the Remedy SSO online documentation.
  • When you login to Smart IT, where Remedy SSO is integrated, if the Remedy SSO Token Maximum Session Time is set lesser than the Smart IT Session Time then,
    • in case of the Remedy SSO token timeout, the user is not directed to the login page. Here, the user needs to refresh the page.
    • in case the user re-logins and logs-out, then also the license may not be released.

To configure Smart IT to not require the tenant domain

You can configure integrated applications not to require the RSSO Realm tenant domain. Without this setting, applications require login requests in a format used by Smart IT (for example, With this setting, applications accept login requests that do not include a tenant domain (for example, userLogin).

  1. On the Smart IT server, go to Smart_IT_TomcatDirectory/external-conf.
  2. Open the file in a text editor, and add the following line:

  3. Save and close the file.

Related topics


Troubleshooting integration issues

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