Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

Troubleshooting user onboarding and content import

This topic describes the issues related to onboarding and importing content in BMC Helix ITSM: Smart Reporting(Smart Reporting).

Onboarding issues

The following errors may occur during the Smart Reporting onboarding process.

Issue symptomIssue scopeResolution

Personal data in Smart Reporting is not anonymized.

Occurs if there is MSP onboarding, and the AR forget operation includes the CTM:People form only.Add the User form in the Inclusion List.
The default role of users is not changed, and new users get onboarded or synchronized with the earlier default role.

Multiple reasons can cause this issue, such as:

  • The database gets locked during the onboarding or synchronization process.
  • The user belongs to CMDB User group in AR System, in which case the default role is Dashboard Consumer.
  • The user is already onboarded or synchronized in Smart Reporting and hence the default role of the user is not updated.
Manually change the role of each user. For more information, see Setting a default role.

The onboarding process in Smart Reporting fails with the following error:

A system error has occurred, please contact your administrator for more information". Below errors are found in SR log file:

ERROR (303): Form does not exist on server

ERROR: SmartReporting_ClientOrg_Content_Info 

ERROR (303): Form does not exist on server : SmartReporting_Contents

During the AR System server installation, the SmartReportingApplication.def file does not get imported at the following location:

  • For Windows: C:\Program Files\BMC Software\ARSystem\Arserver\installforms\en
  • For Linux: opt\BMC\ARSystem\Arserver\installforms\en

Because of this, all the Smart Reporting objects (such as forms and links) do not exist on the AR System server, and the user onboarding process fails.

  1. Open Developer Studio.
  2. Navigate to the AR System server installation directory, and manually import the RemedySmartReporting.def file.
    All the Smart Reporting objects are imported.

Onboarding process fails and displays the following error:

Failed to get Smart Reporting version.

During the Smart Reporting installation, the installer defines the system environment variable. If the installer fails to set this system variable, the onboarding process fails.

Manually set the following system environment variable, and restart the computer where you have installed the Smart Reporting server:

BMC_SMART_REPORTING_HOME=/opt/remedy/ars/SmartReporting

The onboarding process fails with the following error message:

An error has occurred during operation, please try again later or contact your administrator

Multiple reasons can cause this error.
  1. Ensure that you have installed the same version of the AR System server and Smart Reporting.
  2. Navigate to C:\Program Files\BMC Software\ARSystem and validate the version details in the ARSystemInstalledConfiguration.xml file.
  3. Ensure that the AR System server database is in Read/Write mode.
  4. Onboard users from the AR System server.

The IT Service Management multicompany user onboarding fails with the following error message:

The Selected company does not contain the user, so unable to make as Reporting Administrator.

The user is not part of the selected company.

For multicompany user onboarding (one-company-at-a-time option), ensure that the user belongs to the company for which you are onboarding. By default, users are assigned to the company that is defined in the Company field under the Organization section of the People form. For more information, see How multicompany user onboarding works.

If you enter an incorrect user name, the onboarding process fails with the following error message:

Provided user, entered for admin is either not present in AR or not qualify the user creation filter criteria.

The user onboarding utility does not onboard users if:

  • You have entered an incorrect user name.
  • You have entered a user name that does not belong to the AR Groups or the Smart Reporting Custom App Users group.
Ensure that you enter the correct user name and that user belongs to the AR Groups or the Smart Reporting Custom App Users group.

You cannot onboard more than seven users that are a part of the Smart Reporting Custom App Users group into Smart Reporting.

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

Contact BMC Customer Support.

No data is found for onboarded users that are a part of the Smart Reporting Custom App Users group.

For users that are a part of the Smart Reporting Custom App Users group, the onboarding process does not import the data. Only the users are onboarded.

For importing and accessing data for users that are a part of the Smart Reporting Custom App Users group, see Creating a view of database tables and fields.

Importing content issues

The following errors may occur during the Smart Reporting importing content process.

Issue symptomIssue scopeResolution

Importing the out-of-the-box content process in Smart Reporting fails with the following error message:

An error has occurred during operation, please try again later or contact your administrator

The following error is logged in the Smart Reporting logs:

javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

Multiple reasons can cause this error.

Ensure that the content for all modules exists in the SmartReporting_Contents form. If the content is missing, import the content manually. See the example steps below.

To import the CMDB content in the SmartReporting_Contents form:

  1. On the computer where you have installed BMC CMDB, go to the following installation path:
    CMDBInstallationDirectory\Program Files\BMC Software\AtriumCore\cmdb\en\workflow
  2. Copy the following files:
    • CMDB_FreshContent_9.1.00.xml
    • CMDB_UpgradeContent_9.1.00.xml
  3. Log in to Mid Tier, and open the SmartReporting_Contents form.
  4. Create a new request with the following parameters:

    • Product Name—CMDB 

    • Content Version—Product version
      Note: For CMDB, ensure that the version on the SHARE:Application_Properties form and the SmartReporting_Contents form is the same. For example, if the CMDB version is 9.1.00.001, then the content version must also be 9.1.00.001, even if there are no content updates for that version.
  5. Import or add the .xml files copied in step 2.
  6. Import the content in Smart Reporting.

The Import Content process displays the following error message:
Error in fetching Clientorg content details

Inconsistencies in the onboarding tenant process.
  1. Delete the records from the SmartReporting_ClientOrg_Content_Info form.
  2. Offboard the existing client org, and rerun the onboarding process.
  3. Run the Content Import process for all available applications.
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