This documentation supports the 21.3 version of BMC Helix ITSM: Smart IT.

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

Troubleshooting connections and configurations

As a Smart IT administrator, you can identify the issues related to the connections and configurations of the following components and functions by using the Smart IT Health Check URL:

  • AR System server and Chat server
  • Database read and write
  • Push notification of iOS and Android applications



To check connections and configurations by using the URL

You can check the connections and configuration of your Smart IT environment by using the following URL:

SmartITHost:Port/smartit/app/#/healthcheck

Health check descriptions and corrective actions

The following table lists the checks run by the Smart IT Health Check URL, provides possible reasons of failure, and suggests corrective actions.

Caution

Use the corrective actions with caution. This is not an exhaustive list of causes of failure, and there might be other reasons of failure that require in-depth analysis. For further help, contact BMC Support.

Check nameDescriptionCorrective actions in case of failures
AR Connection

Verifies the connection with AR System serverand succeeds if the Smart IT server is able to get the AR System version string.

Possible reason of failure:

The AR System server port, password, or the host name have been changed, and Smart IT server is unable to connect to the AR System server.

  • Check if the AR System server is running and reachable over the network.
  • Configure your Smart IT data store to point to the AR System server group load balancer. For more information, see KA 000101755 Open link  from the BMC Knowledge Base.
Chat Server Connection

Verifies whether the Smart IT server is able to create an Extensible Messaging and Presence Protocol (XMPP) connection with the chat server, if configured.

Possible reason of failure:

Chat is not configured or is incorrectly configured.

  • Check if the chat feature is disabled or configured incorrectly.
  • Enable the chat feature and update the configuration settings.
Database Read

Verifies whether the Smart IT server is able to read data and write data to the database.

Possible reason of failure:

Read or write permissions are incorrectly set.



  • Check if the Smart IT database is reachable over the network. 
  • Check database read and write permissions.
Database Write

Smart IT iOS push notification configuration

Verifies the iOS PKCS12 certificate for the following points:
  • A certificate with the name mentioned in PUSH_NOTIFICATION_CERT table in the database is present in Tomcat Java class path in the \certification directory.
  • The password for the certificate mentioned in PUSH_NOTIFICATION_CERT works for the certificate.
  • Current date is between the Valid From and Valid To dates in the certificate timestamp.
  • Certificate is issued by Apple

If the iOS certificate is valid and the check is successful, the check returns the UNKNOWN status, as backend connectivity with Apple cannot be verified.

  • If you want users to use only the Universal Client (UC), and do not require push notifications to be sent on mobile clients, disable the notifications in the $TOMCAT_FOLDER$/external-conf/smartit_config.properties file, by setting the property pushNotificationFeature.enabled = false.
  • If you have enabled push notifications, but the check fails for a specific reason, verify if the certificate name, password in the database is certificate and timestamp are correct. To do this, you must have access to the database.
  • If the check result is UNKNOWN, but push notifications still do not work, contact BMC Support for further help with the issue.

Smart IT Android push notification configuration

Verifies the Android FCM API key for FCM validity. The check is successful when the FCM server accepts the request from Smart IT backend, with the value of FCM_API_KEY taken from PUSH_NOTIFICATION_CERT table.

Notes:

  • This check does not completely verify the validity of FCM_SENDER_ID from PUSH_NOTIFICATION_CERT. FCM_SENDER_ID is only verified to be an integer.
  • This health check applies to the Smart IT 19.08 native mobile client.
  • If you want your users to use only the Universal Client (UC), and do not require push notification to be sent on mobile clients, disable the notifications in $TOMCAT_FOLDER$/external-conf/smartit_config.properties file, by setting the property pushNotificationFeature.enabled = false.
  • Verify that the value of FCM_API_KEY from the PUSH_NOTIFICATION_CERT table is correct. To do this, you must have access to the database.
  • For further help with the issue, contact BMC Support.

Note

The Smart IT Health Check URL does not check all servers in a group. It only checks the primary server.

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