Unable to login to Smart IT using RSSO 18.02 or 18.08 after Smart IT upgrade from 2.0 to 19.02

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    PRODUCT:

    Remedy with Smart IT


    COMPONENT:

    Single Sign On


    APPLIES TO:

    Smart IT 19.02 RSSO 18.0x



    PROBLEM:

    When attempting to login to SmartIT 19.02 using RSSO 18.02 or 18.08 getting spinning wheel. Logs show the following:
     

                         
    Caused by: com.bmc.arsys.api.ARException: ERROR (623): Authentication failed; Incorrect username or password at com.bmc.bsm.mobile.utils.ErrorResourcesHandler.checkARLoginError(ErrorResourcesHandler.java:87) ... 114 common frames omitted 11:50:46.176 | http-nio-9000-exec-25 | RID: 773 | ERROR | c.b.b.m.r.p.MobilityExceptionMapperProvider | com.bmc.bsm.mobile.errorhandling.MobilityException: {"error":"MOBILITY_ERROR_LOGIN","errorCode":1006,"defaultMessage":"Login Failed: An authentication error occurred in the data server.","additionalMessage":"Authentication failed","detailMessage":"ERROR (623): Echtheitsbestätigung fehlgeschlagen; Incorrect username or password","ARConnectionProblem":false}
    Can login to Smart IT if RSSO authentication is disabled. DWP 19.02 login with RSSO is also working. 

     


    CAUSE:

    RSSO integration with AR Server and Smart IT incorrect.


    SOLUTION:

    1. First check RSSO integration with AR Server. Manually check RSSO is setup correctly for AR Server using this link -
    https://docs.bmc.com/docs/rsso1808/manually-integrating-remedy-sso-with-bmc-applications-820495106.html

    a. rsso-area-plugin-all.jar under /apps/bmc/ARSystem/pluginsvr directory was different to the one from 18.08 installer package. Copied the correct one from 18.08.

    b. /apps/bmc/ARSystem/pluginsvr/pluginsvr_config.xml missing 'gson' pathelement. Added this line in:
     

                         
    <plugin> <name>ARSYS.AREA.RSSO</name> <classname>com.bmc.rsso. plugin.area.RSSOPlugin</classname> <pathelement type="location">{AR}/pluginsvr/rsso-area-plugin-all.jar</pathelement> <pathelement type="location">{AR}/pluginsvr/gson-2.3.1.jar</pathelement> <userDefined> <configFile>{AR}/Conf/rsso.cfg</configFile> </userDefined> </plugin>
      
    2. Next check SmartIT integration with RSSO. Checked SmartIT jar files under <Tomcat>/external-conf/lib... 

    a. Removed these two (as they are not from DWP 19.02) 

    org.apache.olu.oauth2.client-1.0.2.jar 
    org.apache.olu.oauth2.common-1.0.2.jar 

    Other rsso jar files (for DWP) we left in. SmartIT caffeine-2.6.2.jar looked ok. 

    3. Restart SmartIT Tomcat and AR System. 

     


    Article Number:

    000168459


    Article Type:

    Solutions to a Product Problem



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