Troubleshooting Tenant Console issues

You might encounter various issues with the BMC Atrium SSO Tenant Console configuration and integration with external Identity Provider (IdP). This topic provides information about issues and possible resolutions for the Tenant Console.

The following topics are provided:

Authentication issue

After authenticating successfully with the IdP, if the BMC application user is still prompted for a password, the BMC Atrium Single Sign-On server might not have found the assertion attribute specified to for the user id. You must enable logging from the BMC Atrium SSO Tenant Console to confirm that the assertion attribute is passed correctly and that you have provided the correct spelling for the attribute name.

You might encounter the following error message when the BMC Remedy administrator has set the User Profile to Required for your realm and has not added a user profile for the authenticated user.

Error message: BMC Atrium Single Sign-On failed to create a new session for federated user.

Resolution: The BMC Remedy administrator can resolve this issue by performing one of the following tasks: 

1. Changing User Profile to Ignored
2. Changing User Profile to Dynamic
3. Creating a user profile for the user

To resolve this issue, you must contact the BMC Atrium Single Sign-On administrator.

Configuration issue

When the BMC Atrium Single Sign-On administrator has not configured service provider (SP) on the BMC Atrium SSO Admin Console, the tenant administrator will not be able to access the BMC Atrium SSO Tenant Console. The tenant administrator may see the following error message:

Error message: Invalid local SP configuration for SAML. Please contact the BMC Remedy administrator for technical assistance.

However, the tenant administrator will not be logged out of the BMC Atrium SSO Tenant Console unless they click the Logout and use another account option on the error page.