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Remedy Single Sign-On configuration issues


This section answers some problems that you might face during configuring or using Remedy Single Sign-On with BMC Cloud Lifecycle Management.

You get the following error message on the UI:

Authentication Failed: Could not find the user in Cloud AR. Verify if the user exists in Cloud AR. Click Logout.

This message comes when a user is missing in the BMC Remedy AR System database. Create a user in the BMC Remedy AR System database and try again.


The End User Portal is not redirected to the Remedy Single Sign-On server for authentication.

This happens when the web.xml and Config.properties files are not modified. Modify these files and try again.


The End User Portal page is not loaded and  HTTP 404 Not Found Error message is displayed.

This happens when the gson-2.3.1.jar and rsso-agent-all.jar files are not added to ..\tomcat\webapps\clmui\WEB-INF\lib directory.

  • Copy the gson-2.3.1.jar file from ..\BMCRemedySSO-18.05.00\BMCRemedySSO\Disk1\files\lib directory.
  • Copy rsso-agent-all.jar from the ..\BMCRemedySSO\Disk1\files\rsso-agent directory.

For more information about the files, see Patches.


The 500 Internal Server Error message is displayed.

Ensure that the Platform Manager is up and running.


While loading a page, No Cookie Domain error message is displayed.

Ensure that you are using Fully Qualified Domain Name (FQDN) for the End User Portal server. Also, ensure that the value of  Fully Qualified Domain Name (FQDN) for the End User Portal server and the Application Domain of the RSSO server is same.


Cannot see the additional logging information in the csm.logs file.

Ensure that you set "RSSO=debug" in <PlatformManagerInstallationDirectory>/BMCCloudLifeCycleManagement/Platform_Manager/configuration/CloudServices.json file.

 

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BMC Cloud Lifecycle Management 4.6