This documentation supports the 2.0 version of Remedy with Smart IT.

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Troubleshooting Remedy Single Sign-On integration with Smart IT

When you integrate Remedy Single Sign-On with Smart IT, you might face some issues such as authentication failure or see some errors. Use this information to understand and resolve the problem or to create a BMC Support case.

Issue symptoms

  • When you log in to Smart IT, the authentication fails.
  • When you try to log in to Smart IT after entering your login credentials, you see a continuous spinning wheel and cannot log in.
  • When you try to log in to Smart IT,  you see the following error message: 
    An error occurred. Please contact your administrator or retry later mm/dd/yyyy hh:mm 
  • The UX log shows the following entry: 
    Caused by: com.bmc.arsys.api.ARException: ERROR (623): Authentication failed; Incorrect username or password.
  • The RSSO log shows the following entry: 
    SEVERE Thread_138 com.bmc.rsso.auth.Authenticator.doAuth(): [21] User failed to login, username:userX
Related topics

Integrating Remedy SSO with Smart IT or BMC Digital Workplace (BMC Remedy Single Sign-On documentation)

Troubleshooting BMC Remedy Single Sign-on issues (BMC Remedy Single Sign-On documentation)


Issue scope

  • One or more users experience the problem.

Resolution

Perform the following steps to troubleshoot the Remedy Single Sign-On integration issues:

TaskActionStepsReference
1Integrating Remedy Single Sign-On with AR SystemCheck that Remedy Single Sign-On has been integrated with AR System by using the installer. Perform this check before integrating the Remedy Single Sign-On agent with Smart IT.

Integrating Remedy SSO with BMC Remedy AR System (BMC Remedy Single Sign-On documentation)

2Check processes and verify if you are able to log in to Remedy Mid Tier or Smart IT.
  • Check if the following processes are running. Restart the service, if required.
    • Tomcat
    • Smart IT
    • Remedy AR System
  • Check if you can log in as a user with an Active Directory account through Remedy Mid Tier to rule out an Active Directory issue.
  • Check if you can log in with the Remedy Single Sign-On bypass URL (fixed password user) to rule out a Smart IT issue.


See the following videos for troubleshooting Remedy Single Sign-On:

https://www.youtube.com/embed/_UeQpEpHwm8

https://www.youtube.com/embed/wLkFsjp8NfE

3Check Remedy Single Sign-On integration with Remedy AR System and Smart IT.
  1. Check if Remedy Single Sign-On has been successfully integrated with Remedy AR Server.
  2. Check if Remedy Single Sign-On has been successfully integrated with Smart IT.
    By default, Smart IT is packaged with requisite JAR files to integrate with Remedy Single Sign-On. However, some files might have been removed, therefore, you must validate that these JAR files are present.
  3. From the Smart IT database, ensure that the value of the SAML_AUTHENTICATION parameter is set to 1. To integrate Remedy Single Sign-On with Smart IT, use the following SQL queries:
    1. To enable the SAML_AUTHENTCATION parameter, use the following query:
      UPDATE SmartIT. SmartIT_System.TENANT SET SAML_AUTHENTICATION = 1;
      Note: For the change to take effect, restart Smart IT application services.
    2. To check the value of the SAML_AUTHENTICATION parameter, use the following query:
      select SAML_AUTHENTICATION from SmartIT.SmartIT_System .TENANT;

  • Manually integrating Remedy SSO with Remedy applications (Remedy Single Sign-On documentation)
  • KB Article # 000168459
4Check Remedy Single Sign-On configuration files.

Check the following files:

  • The Remedy Single Sign-On Server configuration file is present at the following location:
    RSSO_Tomcat/webapps/rsso/META-INF/context.xml (database connection)
    Use the following URL in the context.xml file to specify the database connection:
    url="jdbc:sqlserver://<DB_server_name>:1433;databaseName=rsso;instanceName=MSSQL"
  • The Remedy Single Sign-On Agent configuration files are present at the following location:
    APPLICATION_HOME/WEB-INF/classes/rsso-agent.properties

  • The rsso-agent.properties file is present in the following location in MyIT 3.1 and later versions:
    MYIT_TOMCAT/external-confg/rsso-agent.properties

  • The Remedy Single Sign-On Area plug-in configuration file is present at the following location:
    AR/Conf/rsso.cfg

RSSO_Tomcat is the home directory of Tomcat on which Remedy Single Sign-On server is deployed.
The configuration in Admin UI is saved in database and shared by all Remedy Single Sign-On server nodes using same database instance.

APPLICATION_HOME is the application path which contains 'WEB-INF' folder.

AR is the home directory where Remedy AR System is installed.

5Check Remedy Single Sign-On log files.

Check the following logs:

  • The Remedy Single Sign-On Server log is present at the following location:
    RSSO_TOMCAT/logs/rsso.log
    The log level change is applied automatically within 15 seconds (default configuration check interval) without restarting the Remedy Single Sign-On server. All Remedy Single Sign-On server nodes share the same log level setting.

  • The Remedy Single Sign-On Agent log is present at the following location:
    APPLICATION_TOMCAT/logs/rsso-webagent.log

  • The Remedy Single Sign-On Area plug-in (from AR server) log is present at the following location:
    AR/Arserver/DB/arjavaplugin.log



6Check the Remedy Single Sign-On Admin Session Report.

To check for successfully logged in Remedy Single Sign-On user sessions, use the following URL:
http://<RSSO_Server>:<Port>/rsso/admin

Navigate to the Remedy Single Sign-On Admin console, and click the Session tab.

To check the Remedy Single Sign-On sessions, you can access the RSSO database and run the following SQL query:

select * from IssuedTokens;


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