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 symptom | Issue scope | Resolution |
|---|---|---|
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:
| 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:
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. |
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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. |
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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:
| 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 symptom | Issue scope | Resolution |
|---|---|---|
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:
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The Import Content process displays the following error message: | Inconsistencies in the onboarding tenant process. |
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