Users not able to access Smart Reporting when cross launching from Mid-Tier

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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 AR System Server


    COMPONENT:

    Smart Reporting Remedy


    APPLIES TO:

    Smart Reporting



    PROBLEM:

    Some users are not able access smart reporting application when cross launching from Midtier.
    Below error is observed:

    ARERR [9430] Failed to get token for Remedy Smart Reporting, Please see your administrator.
    Here are the probable reasons for this failure
    1. Smart Reporting onboarding is not done.
    2. MidTier is not configured for Smart Reporting.
    3. User does not exist in Smart Reporting Server, wait for User Sync Job to run.
    4. Smart Reporting Server is not running.


    CAUSE:

    User ID was changed in smart reporting user profile


    SOLUTION:

    When a user gets created in Smart Reporting, the user id assigned to the Client Org. 
    @Clientorg is removed from the user id, hence users are not able to access smart reporting.

    Example: User Id in AR as appadmin. Same user id is created as appadmin@calbroservices.

    It is must to have userid@clientorg to authenticate to Smart Reporting. Otherwise Mid-tier does not authenticate the user. 


    Article Number:

    000154913


    Article Type:

    Solutions to a Product Problem



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