Remedy Smart Reporting  - User sync troubleshooting - 9.1.04 and Above Versions

Version 15
Created by Knowledge Admin on Jul 10, 2018 6:16 PM. Last modified by Knowledge Admin on May 13, 2020 12:08 PM.
    Share This:

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


    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    Smart Reporting Remedy


    APPLIES TO:

    9.1.04 and above



    QUESTION:

    Remedy users are not getting synced to Smart Reporting.

     


    ANSWER:

    Verify the following.

    There are some fundamental design changes in the way user sync is handled in 9.1.04 compared to 9.1.03, basically the UDM forms are not used anymore in the user sync process.

    (For version 9.1.04 and later) BMC Remedy Smart Reporting users are not getting synced
    If the BMC Remedy Smart Reporting users are not getting synced, make sure that the BMC Remedy Smart Reporting server in running. Then, log on to the BMC Remedy AR System server and verify the following:
    The level value is changed to debug
    Open the log4j_pluginsvr.xml file under the ARSystemInstallDir\BMC Software\ARSystem\pluginsvr directory and change the value of level value to debug from warn. Restart the BMC Remedy AR System server.
    The required .jar files are available

       
    1. Verify the BMC Remedy Smart Reporting server details. For this, open the SmartReportingServer_Info form in Remedy Mid Tier and make sure that the reporting server details are populated. Here noticed the siadmin password that was entered was incorrect or different from the actual password, once I updated that in the password field, the save button enabled, that indicates the password entered is different from what was currently used in this form.
      2.  
    2. From Dev studio, Find the escalation RSR:UserSync, right click and click run,
       Note: Make sure that the SmartReportingServer_Info form is pointing to the correct environment as result it could remove users from the expected environment.

    Before updating the correct password,

    Log snippet when the error was reported, D:\BMCSoftware\BMCARSystem\Arserver\Db\smartreporting.log

    2018-07-09 17:47:09,688 INFO  [pool-5-thread-1] com.bmc.usersync.services.impl.UserSyncServiceImpl (UserSyncServiceImpl.java:195) - -------------------------------START OF USERSYNC PROCESS------------------------------------------
    2018-07-09 17:47:09,707 INFO  [pool-5-thread-1] com.bmc.usersync.services.impl.UserSyncServiceImpl (UserSyncServiceImpl.java:207) - Last user sync run timestamp : Mon Jul 09 05:47:09 UTC 2018
    2018-07-09 17:47:09,712 ERROR [pool-5-thread-1] com.bmc.usersync.utils.UserSyncUtil (UserSyncUtil.java:356) - Error in creating yellowfin service with http url ..
    2018-07-09 17:47:09,712 ERROR [pool-5-thread-1] com.bmc.usersync.utils.UserSyncUtil (UserSyncUtil.java:356) - Trying to create object with https url
    2018-07-09 17:47:09,770 INFO  [pool-5-thread-1] com.bmc.usersync.utils.UserSyncUtil (UserSyncUtil.java:348) - getAllClientOrg :: Fetching client orgs from SmartReporting
    2018-07-09 17:47:09,789 INFO  [pool-5-thread-1] com.bmc.usersync.yellowfin.YellowfinService (YellowfinService.java:760) - successCode of getAllClientOrgFromYellowfin: FAILURE
     
    After correcting the incorrect password
     
    2018-07-09 19:00:54,155 INFO  [pool-5-thread-5] com.bmc.usersync.services.impl.UserSyncServiceImpl (UserSyncServiceImpl.java:195) - -------------------------------START OF USERSYNC PROCESS------------------------------------------
    2018-07-09 19:00:54,159 INFO  [pool-5-thread-5] com.bmc.usersync.services.impl.UserSyncServiceImpl (UserSyncServiceImpl.java:207) - Last user sync run timestamp : Mon Jul 09 17:47:09 UTC 2018
    2018-07-09 19:00:54,164 ERROR [pool-5-thread-5] com.bmc.usersync.utils.UserSyncUtil (UserSyncUtil.java:356) - Error in creating yellowfin service with http url ..
    2018-07-09 19:00:54,164 ERROR [pool-5-thread-5] com.bmc.usersync.utils.UserSyncUtil (UserSyncUtil.java:356) - Trying to create object with https url
    2018-07-09 19:00:54,223 INFO  [pool-5-thread-5] com.bmc.usersync.utils.UserSyncUtil (UserSyncUtil.java:348) - getAllClientOrg :: Fetching client orgs from SmartReporting
    2018-07-09 19:00:54,271 INFO  [pool-5-thread-5] com.bmc.usersync.yellowfin.YellowfinService (YellowfinService.java:760) - successCode of getAllClientOrgFromYellowfin: SUCCESS
      

      

     


    Article Number:

    000155615


    Article Type:

    FAQ/Procedural



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