Troubleshooting user onboarding and content import

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:

• The database gets locked during the onboarding or synchronization process.
• The user belongs to CMDB User group in Remedy AR System, in which case the default role is Dashboard Consumer.
• The user is already onboarded or synchronized in Remedy Smart Reporting and hence the default role of the user is not updated.

Manually change the role of each user. For more information, see Setting a default role.

The onboarding process in Remedy Smart Reporting fails with the following error:

During the Remedy AR System server installation, the SmartReportingApplication.def file does not get imported at the following location:

• For Windows: C:\Program Files\BMC Software\ARSystem\Arserver\installforms\en
• For Linux: opt\BMC\ARSystem\Arserver\installforms\en

Because of this, all the Remedy Smart Reporting objects (such as forms and links) do not exist on the Remedy AR System server, and the user onboarding process fails.

1. Open Remedy Developer Studio.
2. Navigate to the Remedy AR System server installation directory, and manually import the RemedySmartReporting.def file.
   All the Remedy Smart Reporting objects are imported.

Onboarding process fails and displays the following error:

During the Remedy 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 Remedy Smart Reporting server:

The onboarding process fails with the following error message:

Multiple reasons can cause this error.

1. Ensure that you have installed the same version of the Remedy AR System server and Remedy Smart Reporting.
2. Navigate to C:\Program Files\BMC Software\ARSystem and validate the version details in the ARSystemInstalledConfiguration.xml file.
3. Ensure that the Remedy AR System server database is in Read/Write mode.
4. Onboard users from the Remedy AR System server.

The IT Service Management multicompany user onboarding fails with the following error message:

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:

• You have entered an incorrect user name.
• You have entered a user name that does not belong to the AR Groups or the Smart Reporting Custom App Users group.

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 Remedy 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 Remedy 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.