Troubleshooting integration issues

The following topics are provided:

Failure of integration with BMC Remedy Mid Tier

When you are integrating BMC Atrium Single Sign-On with BMC Remedy Mid Tier, the integration may fail. Sample error messages follow:


2015-03-02 15:38:52,054 [main] 
DEBUG com.bmc.ar.atriumsso.integration.midtier.AtriumSSOMidtierIntegrationExecutor  
- Stopping midtier server...

2015-03-02 15:38:52,054 [main] 
DEBUG com.bmc.ar.atriumsso.integration.midtier.AtriumSSOMidtierIntegrationExecutor  
- Stopping tomcat...

2015-03-02 15:49:25,410 [main] 
DEBUG com.bmc.ar.atriumsso.integration.midtier.AtriumSSOMidtierIntegrationExecutor  
- Tomcat stop command output : /opt/apache/tomcat7.0/bin/catalina.sh: line 437: stop: command not found

In some instances, the installation restarts the Apache Tomcat server. Sample error messages follow:


INFO: Initializing ProtocolHandler ["http-bio-443"]

Mar 02, 2015 3:38:57 PM org.apache.coyote.AbstractProtocol init

SEVERE: Failed to initialize end point associated with ProtocolHandler ["http-bio-443"]

java.net.BindException: Address already in use <null>:443

SEVERE: Failed to initialize end point associated with ProtocolHandler ["ajp-bio-8029"]

java.net.BindException: Address already in use <null>:8029

SEVERE: Exception sending context initialized event to listener instance 
of class com.remedy.arsys.share.ServiceLocator

java.lang.RuntimeException: Some other Midtier is already started...

The following error messages may indicate that the Apache Tomcat server has stopped:


2015-03-02 15:49:25,419 [main] 
DEBUG com.bmc.ar.atriumsso.integration.midtier.AtriumSSOMidtierIntegrationExecutor  
- Tomcat stop completed...

2015-03-02 15:49:25,420 [main] 
DEBUG com.bmc.ar.atriumsso.integration.midtier.AtriumSSOMidtierIntegrationExecutor  
- Mid-tier server stop task completed...

To restore the integration process:

Use one of the following options:

Ensure that only one BMC Remedy Mid Tier is running and that you have appropriate permissions. Then restart BMC Remedy Mid Tier. If this does not solve the problem, contact BMC support.
Manually stop and restart BMC Remedy Mid Tier and Apache Tomcat server during integration.

BMC Atrium Single Sign-On is not sending AR group information

The user is authorized as a guest when BMC Atrium Single Sign-On does not send BMC Remedy AR System group information to BMC Remedy AR System. To work around the issue, add the BMC Remedy AR System User store.

Script fails during integration with BMC Remedy AR System

When the scripts fails during integration with BMC Remedy AR System, you must perform a manual integration. Log on to the user tool and configure the information on the EA and ASSO tabs under System Information.

Script fails during integration with BMC Remedy Mid Tier

During integration with BMC Remedy Mid Tier, the script sometimes fails to stop or start the Apache Tomcat service. To work around the issue, you must perform a manual integration.

To perform a manual integration:

You must perform the below steps to do a manual integration:

Copy the agent jar files to the midtier/web-inf/lib folder.
Change the web.xml file and enable the BMC Atrium Single Sign-On filter.
Change the config.properties in the web-inf/classes folder and add the atriumsso authenticator.
Deploy the agent.