Troubleshooting issues when publishing REST API services
Symptoms
- The Jetty server is not accessible
- REST API connection issue with RSSO are observed
- The token is not generated
- The logs are not generated
- The incident is not created
- Attachment related Issues are observed
- ARERR 9093 occurs
- The attachments are not received by Salesforce (integration)
Scope
- One or more users experience the problem.
Resolution
Perform the following steps to troubleshoot issues when publishing Remedy REST API:
Step | Task | Description |
1 | Download the client | REST API client: (Recommended) TestHttpClient List of third-party clients: |
2 | Ensure that the Jetty server is up and running | By default, the Jetty server runs on port 8008(http) or 8443 (https). For information about enabling Jetty server, see Configuring-the-REST-API-by-using-SSL-certificates For information on troubleshooting Jetty startup issues, see BMC Knowledge Base article ID 000134172 |
3 | Generate a token | The AR System server performs the normal authentication mechanisms to validate the credentials. If the credentials are valid, the AR Server generates a JSON Web Token (JWT). For more information, see Access-and-authentication-for-the-REST-API For information about TestHTTPClient Tool, see an article on BMC Communities TestHttpClient - Command line tool to test HTTP(S) services. For information about how to verify if the REST API is working, see an article on BMC Communities Remedy AR System - REST API: How to verify if it's working. |
4 | Ensure that the API is excluded in the rsso-agent.properties file. | RSSO Agent installed on AR server is configured by default to filter REST calls received on Jetty. Some customers are OK with this and use RSSO to authenticate REST, if this is not the case follow this KB to disable RSSO from interfering KA : REST API connection failed after RSSO 9.1.04 integration agent upgrade |
5 | Ensure that you are using the Interface forms to create an incident | The new Incident ticket needs to be generated based on "HPD:IncidentInterface_Create", rather than "HPD:Help Desk" form. Few KA’s which would help creating Incident. (i) How to create new Incident ticket through REST API (ii)How to update a group using REST API calls to HPD:IncidentInterface Form (iii)How to add a task request to incident management using rest API |
6 | If you are a non admin user, make calls from a single client | BMC Remedy Server restricts all non-administrative users to have active login session only from one host/IP address. To ensure Remedy integrations which rely on REST API calls run without any errors, you need to make sure the calls are made from a user with administrator rights.
User is currently connected from another machine or incompatible session." (ARERR 9093) |
7 | Collect Network trace when you use third party tools (Which third-party tools?) | Use HttpFileClient Tool as it provides detail and control over what is sent in the network. This would help track the input and output. KA: https://communities.bmc.com/docs/DOC-129733
|
8 | Analyze the common scenarios | (i)How to send attachments via the Remedy REST API (ii)Wrong query format with fieldnames that contain parentheses Refer - https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA33n000000YHtqCAG&type=Solution (iii)How to use Standalone Postman - SSL issues Refer - https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA01O000000hK1mSAE&type=FAQ (iv) How to enable SSL on Jetty - Remedy AR System Server |
8 | Enable logs | Enable jetty logs in debug mode Enable Logs Note : If logs are enabled following option 2, make sure to disable logs once you capture the behavior. As it creates a lot of information in arerror.log |
9 | Create a case with BMC Support | Collect and send logs with detailed information when creating a case with BMC Support:
|
10 | Analyze logs | You can review the logs yourself to try to identify error messages or behaviors. Use the table below to help identify possible symptoms and solutions |
After you determine a specific symptom or error message, use the following table to identify the solution:
Symptom | Where | Action | Reference |
|---|---|---|---|
The browser receives no response or connection error when accessing a
| ARS 9x and above | Enable debug logs on jetty and create support case with logs and jetty/etc folder | |
Rest API Call "origin 'null' has been blocked by CORS policy: No 'Access-Control-Allow-Origin' header is present on the requested resource" | Browser accessing web application using REST API | Make sure you have configured the server to allow requests from specific domains (and methods)
If this fails. Capture a fiddler logs and create a support case | |
REST API taking too long to respond and generating "500 Internal Server Error" | ARS 9x and above | For 9.0, 9.1 and 9.1.03 With Remedy 9.1 SP4 the version of Jetty is 9.3.7 which has enhanced the stability & performance of REST API/Jetty. Hence, it's recommended to upgrade to ARS v9.1.04 version.
For 9.1.04 and higher Try to replicate the problem and share with us both the logs for analysis API+SQL+Filter and Jetty logs. | KA - Enable Jetty logs
|
Timeout while submitting Incident with attachment
"messageType": "ERROR", "messageText": "Timeout during data retrieval due to busy server -- retry the operation", | ARS 9.x and above | Check if you can submit any other request using postman without attachments successfully. If yes then there could be an issue with JSON payload, make sure you are not missing comma and bracket braces "z1D_Details":"Test Attachment",
If still, it fails then please collect jetty logs |
