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We have number of utilities incorporated within the product to detect issues when something goes wrong. However, there are certain times when an Administrator is unsure about the root cause and is unable to apply the solution.

 

I am writing this blog based on the number of issues support receive on this topic. This blog will discuss the most common scenarios where users are unable to login to Digital Workplace and/or to Remedy with Smart IT Application.

 

When you are unable to login, ask yourself the following questions and then perform the one of corrective actions based on the logging/symptoms noted.

 

Scope: One user vs all users

 

Question: Where do I start when running into an issue?

Answer: Always start with running the Health Check Utility

 

https://docs.bmc.com/docs/display/public/myit33/Identifying+connectivity+and+configuration+issues+by+running+health+checks

 

 

 

In some cases, you may not even need to look at logs and will be able to resolve the issue by looking at the screen or browser developer tool logs. However, for those cases where logs are required, you can find them at the following locations:

 

Tomcat Logs

Unix: /opt/apache/tomcat8.0/logs

Windows: C:\Program Files\Apache Software Foundation\Tomcat8.0\logs

Note: catalina and localhost_access* logs available under tomcat logs

 

MyIT/SmartIT Logs

Unix: /opt/bmc/Smart_IT_MyIT/Smart_IT_MyIT/Logs

Windows: C:\Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\Logs

Note: ux and ux* logs available within Smart_IT_MyT\Logs folder

 

Below are the most common scenarios when users are unable to login to Digital Workplace and/or Remedy with Smart IT Application. I already created Knowledge Articles around each scenario and you can refer them based on the problem scenario within your environment.

 

  1. AR Server down - Refer document on how to detect and resolve the issue # Unable to Login to MyIT/Smart IT
  2. Unable to get the login page of MyIT/SmartIT- Refer document on how to detect and resolve the issue # Unable to Login to Smart IT
  3. Port/host/Password change for underline AR -  Refer document on how to detect and resolve the issue  # Unable to Login to Smart IT/ MyIT after changing the Remedy Application Service Password
  4. Smart IT Db refreshed from production and had different password/user in ux.xml # Unable to Login to SmartIT/MyIT after DB Refresh
  5. Social service is down - Refer document on how to detect and resolve the issue  # Unable to Login to SmartIT / MyIT Application after installation
  6. Mongo Db Down - Refer document on how to detect and resolve the issue # Unable to Login to SmartIT/MyIT Service after pointing to new mongo Db
  7. Providers not loaded properly - Refer document on how to detect and resolve the issue # Unable to Login to SmartIT / MyIT After a hotfix patch
  8. Login id changed within remedy - Refer document on how to detect and resolve the issue  Unable to Login to MyIT/SmartIT After login ID Change
  9. User Does not have permissions to Login into Smart IT -  Refer document on how to detect and resolve the issue # Unable to Login to Smart IT

 

Digital Workplace / MyIT Remedy ITSM

 

I hope you find this blog useful. Please comment on this blog with your suggestions to make the blog more productive and appreciate your general comments as well on this blog.

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