Troubleshooting user synchronization

BMC Helix ITSM: Smart Reporting(Smart Reporting) users are not getting synchronized in real-time, and you get the following error message:

The following reasons can cause this issue:

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

Depending on the cause, perform the following actions:

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

The users are not getting synchronized into Smart Reporting.

1. Ensure that theSmart Reporting server is running.
2. Log in to the 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 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 AR System server.
   2. The required .jar files are available.
      1. Check if the smartreportingusers91_build009.jar and usersync.jar files are present in the ARSystemInstallDir\BMC Software\ARSystem\pluginsrv directory.
      2. Verify the Smart Reporting server details. For this, open the SmartReportingServer_Info form in 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 Smart Reporting is installed.
         Value in Cluster environment : Load balancer name
         
         Field : Reporting Server Port
         Value : Smart Reporting port number
         Value in Cluster environment : Load balancer port
         
         Field : Reporting Server Admin Name
         Value : Smart Reporting administrator name
         Value in Cluster environment : Smart Reporting administrator name
3. Restart the 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\BMCSoftware\ARSystem\pluginsvr directory and restart the AR System server.

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 AR System server where the admin operations are running.

1. In a browser, enter the https://SRHostName:port URL to navigate to 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 AR System server.
5. Run the command prompt as an Administrator.
6. Change to the Java\JRE8\Bin directory.

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 AR System server where you copied the Smart Reporting certificate in the step 4.
   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.
   
9. Restart the AR System server.

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