Troubleshooting Smart Reporting configuration issues in Mid Tier

This topic explains the troubleshooting information for issues that can occur while configuring BMC Helix ITSM: Smart Reporting in Mid Tier.

Cannot connect to BMC Helix ITSM: Smart Reporting while configuring the BMC Helix ITSM: Smart Reporting URL in Mid Tier

Issue symptoms

While configuring BMC Helix ITSM: Smart Reporting  in Mid Tier, you get the following error message on the Mid Tier Configuration page when SSL is enabled on both, BMC Helix ITSM: Smart Reporting and Mid Tier Tomcat:

Issue workaround

Deploy the BMC Helix ITSM: Smart Reporting SSL certificate on the Mid Tier Java Trust Store. This allows the SSL enabled BMC Helix ITSM: Smart Reporting Configuration with Mid Tier. 

ARERR 9430 error message is displayed while accessing BMC Helix ITSM: Smart Reporting from the BMC Helix ITSM Home page

Issue symptoms

While accessing BMC Helix ITSM: Smart Reporting from the BMC Helix ITSM  Home page, ARERR 9430 error is displayed.

Issue workaround

Ensure that the following conditions are met:

• The logged in user has a fixed or floating license to access the Smart Reporting Console from AR System server. 
• The user who is logged in to the AR System server or IT Service Management company is not onboarded in BMC Helix ITSM: Smart Reporting.
   To verify this, log in to BMC Helix ITSM: Smart Reporting as a super admin (siadmin) and navigate to the Client Organization and check whether the onboarding is complete.
• Mid Tier configuration is missing or invalid. Check the Report settings on the Mid Tier Configuration page and save the settings.
• When a user is created in BMC Helix ITSM: Smart Reporting, the user ID is assigned to the Client Org. The user ID is created as UserID@Clientorg. If ‘@Clientorg' is removed from the user ID, then login fails for that user.  For example, if the user ID in IT Service Management is appadmin, the same user ID is created as appadmin@xyz in BMC Helix ITSM: Smart Reporting. Ensure that you use the userid@clientorg format to authenticate the user in BMC Helix ITSM: Smart Reporting; otherwise, the Mid Tier does not authenticate the user.
• If the logged in user is a new user created in the AR System server, wait for the user sync job to run (default is 12 hours),  which creates the user in BMC Helix ITSM: Smart Reporting and user is able to login. The name of the escalation which runs every 12 hours is RSR:UserSync.
• BMC Helix ITSM: Smart Reporting service may not be running. Log in to the BMC Helix ITSM: Smart Reporting server and verify whether the service is up and running.

• The log in fails and the BMC Helix ITSM: Smart Reporting logs displays the following errors:
  DEBUG (AdministrationService:remoteAdministrationCall) - Successfully authenticated user: siadmin

  DEBUG (AdministrationService:remoteAdministrationCall) - Creating Session

  DEBUG (WebServicesSessionManager:newSession) - Session 8983c10e0a60cd4c503d2ec7347d17a3 has been created...

  DEBUG (AdministrationService:remoteAdministrationCall) - Processing function: LOGINUSERNOPASSWORD

  WARN (AdministrationService:remoteAdministrationCall) - SIMPLE_AUTHENTICATION not enabled for Unauthenticated Login...

  INFO (AdministrationService:remoteAdministrationCall) - WebserviceException caught: 26(UNSECURE_LOGON_NOT_ENABLED)
• If the user authentication web service call fails, perform the following steps on the BMC Helix ITSM: Smart Reporting application database:

1. 
   
   1. Stop the BMC Helix ITSM: Smart Reporting service.

   2. Log in to BMC Helix ITSM: Smart Reporting database from the database client and run the following SQL query:

      INSERT INTO Configuration values (1, 'SYSTEM', 'SIMPLE_AUTHENTICATION', 'TRUE')
   3. Start the BMC Helix ITSM: Smart Reporting service.

Cross launching from IT Service Management to BMC Helix ITSM: Smart Reporting fails

Issue symptoms

When the cross launching from IT Service Management Home page to BMC Helix ITSM: Smart Reporting fails, the Mid Tier log files display the following error message:

9217. Servlet and Server mapping definitions for the Smart Reporting are  missing from the Mid-Tier web.xml.

Issue workaround

Add the following servlet and its mapping entries in the web.xml file of the Mid Tier server located at /opt/bmc/midtier/webapps/arsys/WEB-INF and then restart the Tomcat service: