Smart Reporting - User Sync Troubleshooting

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy IT Service Management Suite


    COMPONENT:

    Smart Reporting Remedy


    APPLIES TO:

    9.1 , 9.1.02, 9.1.03



    QUESTION:

     
        
    • User Sync Troubleshooting.
    •  


    ANSWER:

    Verify the next information on the next AR forms.

    UDM:Variable form.

    1- Look for the next variables and verify they have the right values:
        -BMC_AR_SERVER_HOST_NAME: enter the Primary AR server host name
        -BMC_AR_PORT: enter the Primary AR port name
        -BMC_USER: enter a AR Admin User
        -BMC_AR_PASSWORD: Enter the password for the user given in the BMC_USER variable.
        
    In the SmartReportingServer_Info form    


    2. Verify that all the details are correct for the Reporting Server: Hostname, Port, Reporting Server Admin (SIADMIN) and its password
     and the organization name.
     
    3. go to UDM:ExecutionInstance form
        - Look for the UserSyncInstance name.
        - change the Log Level to DEBUG
        
    4. Go to RSR:ExecuteUserSyncConfig form and make a search you will only see one entry
        - on the variable Z1D_Action change the value from CREATEENTRY to STARTENTRY and save it this will trigger the user sync.
        - If the value is set to STARTENTRY change it to CREATEENTRY. Save it and change it to STARTENTRY again. this will trigger the user sync.
        
    5. Go to UDM:ExecutionStatus form
        - search for: Type:Job , Name:UserSyncUtil_Job , ExecutionInstanceName: UserSyncInstance
        - Collect the new logs and share them with us.
        

    As a last resource we will need to try to run the User with the spoon client.

    6. Open the Spoon Client tool and connect to the Primary AR server
    - Search for the User Sync Transformation
    - Provide the BMC vaiable details (AR PRimary server details)
    - Provide the Reporting variable details(Smart Reporting Server)
    - Provide the Organization
    - Launch the transformation.
    - go to the loggin tab and retrieve the log and share it.


    Article Number:

    000150847


    Article Type:

    FAQ/Procedural



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