Remedy AR Server / Remedy Single Sign On - REST API connection failed after RSSO 9.1.04 integration agent upgrade

Version 44
    Share This:

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


    Remedy AR System Server


    AR System Server


    AR system version 9.1.04 and RSSO 9.1.04


    Problem Scenario 1:
    REST API connection failed with an error, HTTP 401 unauthorized, after RSSO 9.1.04 AR system integration agent was upgraded.

      Getting Error : Problem accessing /api/jwt/login. Reason:  
    <pre>    Unauthorized </pre> 
    Problem Scenario 2
    There is another situation that REST API token generation failed with POST. 
    The HTTP response code of POST is 200, which indicates that there is no issue in HTTP traffic. 

    Following error is logged:     
      An error occurred, please contact your administrator 
      Failed to connect to the Remedy SSO Server
    Problem Scenario 3
    If customer try to connect via Postman at the URL   https://<server>:8443/api/jwt/login , we receive a reply that something is redirecting via RSSO.... 
    Like below  
      <!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01//EN" "">  
            <title>Redirecting to Remedy Single Sign-On</title>  
            <meta http-equiv="Content-Type" content="text/html;charset=utf-8">  
            <script type="text/javascript">function submitForm() {    var rssoForm = document.getElementById('rssoForm');    if (window.location.hash) {        rssoForm.action += window.location.hash    }    rssoForm.submit();}window.onload = submitForm;</script>  



    RSSO Agent in AR Server thinks this connection is from a web server and tries to redirect to RSSO login screen which should not happen as REST API is code based


    The issue is that URL api/jwt/login is not excluded in

    To resolve this issue

    • Edit the ../ARSystem/conf/
    • Append the following to the excluded-url-pattern= parameter 
    excluded-url-pattern=.*\\.xml|.*\\.gif|.*\\.css|.*\\.ico|/shared/config/.*|/WSDL/.*|/shared/error.jsp|/shared/timer/.*| /shared/login_commn.jsp|/shared/view_form.jsp|/shared/ar_url_encoder.jsp|/ThirdPartyJars/.*|/shared/logout.jsp|/shared/doc/.*| /shared/images/.*|/shared/login.jsp|/services/.*|/shared/file_not_found.jsp|/plugins/.*|/shared/wait.jsp|/servlet/GoatConfigServlet| /servlet/ConfigServlet|/shared/HTTPPost.class|/shared/FileUpload.jar|/BackChannel.*|/servlet/LicenseReleaseServlet.*|/api/.*


    Article Number:


    Article Type:

    Solutions to a Product Problem

      Looking for additional information?    Search BMC Support  or  Browse Knowledge Articles