This documentation supports the 20.02 version of Remedy Smart Reporting.

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

Troubleshooting user synchronization

This topic describes the issues related to the User Sync utility.

Issue symptomIssue causeIssue workaround

Remedy Smart Reporting users are not getting synchronized in real-time, and you get the following error message:

Failed to run
instant
user sync

The following reasons can cause this issue:

  • The Remedy Smart Reporting service is not running.
  • The following filters are not enabled in Remedy AR System server:
    • RSR:UserSyncModifyCaseCreate
    • RSR:UserSyncModifyCaseDelete
    • RSR:UserSyncDeleteUser
    • RSR:UserSyncCreateUser
    • RSR:UserSyncModifyUserQual
    • RSR:UserSyncModifyUser
  • In the Application Pending form of Remedy AR System server, the entries related to
    command:
    SmartReportingUserSync
    are not getting processed.

Depending on the cause, perform the following actions:

  • Restart the Remedy Smart Reporting service.
  • Enable the following filters on Remedy AR System server:
    • RSR:UserSyncModifyCaseCreate
    • RSR:UserSyncModifyCaseDelete
    • RSR:UserSyncDeleteUser
    • RSR:UserSyncCreateUser
    • RSR:UserSyncModifyUserQual
    • RSR:UserSyncModifyUser
  • In Remedy AR System, manually run the
    RSR:UserSync escalation.
     For more information, see To manually run an escalation.

The users are not getting synchronized into Remedy Smart Reporting.

Multiple reasons can cause this error.
  1. Ensure that the Remedy Smart Reporting server is running.
  2. Log in to the Remedy AR System server and verify the following items:

    1. The log level value is changed to DEBUG.

By default, the AR plugin is installed when Remedy AR server is installed. To change the log level of the log file, open the log4j_pluginsvr.xml file in the  ARSystemInstallDir\BMC Software\ARSystem\pluginsvr directory. For the SmartReportingLog appender, change the value of level value to DEBUG from WARN. Restart the Remedy AR System server.

b.The required .jar files are available.

    • Check if the smartreportingusers91_build003.jar and usersync.jar files are present in the ARSystemInstallDir\BMC Software\ARSystem\pluginsrv directory.
    • Verify the Remedy Smart Reporting server details. For this, open the SmartReportingServer_Info form in Remedy Mid Tier and ensure that the reporting server details are populated. If the values are not populated, manually add the following values:


      Field : Reporting Server Host Name
      Value
      : Server name where Remedy Smart Reporting in installed.
      Value in Cluster environment : Load balancer name

      Field : Reporting Server Port
      Value
      : Remedy Smart Reporting port number
      Value in Cluster environment
      : Load balancer port

      Field
      : Reporting Server Admin Name
      Value
      : Remedy Smart Reporting administrator name
      Value in Cluster environment
      : Remedy Smart Reporting administrator name

    • Restart the Remedy AR System server.
    • The log files are configured.
      To change the location of the log file, modify the log4j_pluginsvr.xml file in the  ARSystemInstallDir\BMC Software\ARSystem\pluginsvr directory. Restart the Remedy AR System server.
The User Sync utility fails to synchronize users.Remedy Smart Reporting is deployed on a secured Tomcat server by using a self-signed certificate.

Import the SSL certificate into the Java Trust Store on the Remedy AR System server where the admin operations are running.

  1. In a browser, enter the https://SRHostName:port  URL to navigate to Remedy Smart Reporting secured URL to test whether the SSL is working.
  2. Click View Site Information and go to Connection > Certification Information > Details > Copy to file > Next > Select Base-64 encoded X.509 (.CER) > Next.
  3. Enter the certificate name and save it as a .cer file (for example, smartreporting.cer).
  4. Copy the .cer file to the Remedy AR System server.
  5. Run the command prompt as an Administrator.

  6. Change to the Java\JRE8\Bin directory.

    (Click the image to expand it.)
  7. Run the following command:

    keytool -import -keystore "C:\Program Files\Java\jre8\lib\security\cacerts" -file " C:\Program Files\Java\jre8\lib\security\smartreporting.cer"

    For the -file  option, enter the path of the Remedy AR System server where you copied the Remedy Smart Reporting certificate in the step 4. 

    (Click the image to expand it.)

    keytool -import -keystore "C:\Program Files\Java\jre8\lib\security\cacerts" -file " C:\Program Files\Java\jre8\lib\security\smartreporting.cer"
  8. On the Trust this Certificate prompt, type Yes and press Enter.
    The following message is displayed:
    Certificate was added to keystore.

    (Click the image to expand it.)
  9. Restart the Remedy AR System server.
You cannot synchronize more than seven users that are a part of the Smart Reporting Custom App Users group into Remedy Smart Reporting.

By default, you can synchronize only up to seven users that are a part of the Smart Reporting Custom App Users group into Remedy Smart Reporting. 

Contact BMC Customer Support.





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