Smart IT/RSSO in 18.05 (unpatched) gives a spinning wheel icon/blank page when attempting to log in

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    PRODUCT:

    Remedy with Smart IT


    APPLIES TO:

    Remedy with Smart IT 18.05



    PROBLEM:

    **PreReq: Patch 05 of 18.05 AR/ITSM/Smart IT is not installed

    When attempting to log in, the customer is experiencing an infinite spinning wheel together with a blank white page, it cannot process any longer and the customer can't log in.

     


    CAUSE:

    defect SW00550472 is the culprit, check esc 134704


    SOLUTION:

     

    <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> 

    Ensure the .jar files are inside these directories  
       
    • Check if the correct jar files exist in the Smart IT server under the Lib folder comparing with the OOTB ones. for example 18.05 contains: <Tomcat>/external-conf/lib rsso-agent-all.jar, rsso-client-impl.jar, rsso-sdk-atsso.jar
    •  
    • Check if the integration with Smart IT is correct, please check https://docs.bmc.com/docs/display/rsso1805/Integrating+Remedy+SSO+with+Smart+IT
    •  
    • As last resort rerun the RSSO Integration patch on all the AR Servers again
      
    On this specific use case all things mentioned above where checked, yet the customer still experienced the issue. Below snippet was seen in the logs 

    smartit.log snippet  

    08:39:06.363 | io-10.32.180.118-8443-exec-869 | RID: 221959 | INFO    | c.b.b.m.u.ErrorResourcesHandler | Failed to login: Authentication Failure
    com.bmc.arsys.api.ARException: ERROR (623): Authentication failed; loginnamex
        at com.bmc.arsys.apitransport.ApiProxyJRpcBase.arCall(ApiProxyJRpcBase.java:298)
        at com.bmc.arsys.apitransport.ApiProxyJRpcBase.arCall(ApiProxyJRpcBase.java:170)
        at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(ProxyJRpc.java:228)
        at com.bmc.arsys.api.ARServerUser.verifyUser(ARServerUser.java:1161)
        at com.bmc.bsm.mobile.vo.profile.MobilityARUser.verifyUser(MobilityARUser.java:136)
        at com.bmc.bsm.myit.filter.handlers.ExistingSessionHandler.authenticate(ExistingSessionHandler.java:49)
        at com.bmc.bsm.myit.filter.SSODecisionFilter.authenticateWithHandlers(SSODecisionFilter.java:273)
        at com.bmc.bsm.myit.filter.SSODecisionFilter.handleBypassForNonOauthSso(SSODecisionFilter.java:158)
        at com.bmc.bsm.myit.filter.SSODecisionFilter.handleSsoBypass(SSODecisionFilter.java:138)
        at com.bmc.bsm.myit.filter.SSODecisionFilter.doFilter(SSODecisionFilter.java:71)
        at org.springframework.web.filter.DelegatingFilterProxy.invokeDelegate(DelegatingFilterProxy.java:346)
        at org.springframework.web.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:262)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:239)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
        at com.bmc.bsm.myit.filter.ExpiresFilter.doFilter(ExpiresFilter.java:1273)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:239)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
        at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:219)
        at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:106)
        at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:502)
        at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:142)
        at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:79)
        at org.apache.catalina.valves.AbstractAccessLogValve.invoke(AbstractAccessLogValve.java:617)
        at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:88)
        at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:518)
        at org.apache.coyote.http11.AbstractHttp11Processor.process(AbstractHttp11Processor.java:1091)
        at org.apache.coyote.AbstractProtocol$AbstractConnectionHandler.process(AbstractProtocol.java:668)
        at org.apache.tomcat.util.net.JIoEndpoint$SocketProcessor.run(JIoEndpoint.java:279)
        at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source)
        at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
        at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
        at java.lang.Thread.run(Unknown Source)


    Solution: Asked the customer to apply patch 05 on remedy stack which resolved the issue. Culprit is defect,   SW00550472 if you are in 18.08 ensure the customer is in patch 01 for the remedy stack too. 

    ================ 
    Additional use case: 

    There are 11 AR servers and 3 of them are user facing and added in load balancer.

    In SMT:Administration Console, under Application, for MyIT-ITSM, Primary AR server was mentioned. However Primary AR server was integrated with RSSO.

    All 3 user facing server were integrated with RSSO and added in load balancer.
    In Smart IT DB, under CONFIGURATION_PARAMS table, connet.arsystem.hostName was pointing to load balancer.

    Root cause:
    So the problem was when Smart IT was authenticating to AR Server for RSSO, it was pointing to Primary AR server mentioned in SMT:Administration Console where RSSO is not integrated. RSSO is integrated on other 3 user facing server added in load balancer.

    To fix the issue:
    We added load balancer in SMT:Administration Console.

    Go to Persistent Data Sources
    Create new entry with Hostname = load balancer
    Specify port, application service password and save.

    Go back to Applications,
    select MyIT-ITSM and select load balancer from Data Store and click save.

    Restart Smart IT services and test again. Smart IT login is now working fine.
    It worked this time, because authentication is done through load balancer and all AR Servers are integrated with RSSO which there in load balancer are.


      

     


    Article Number:

    000169729


    Article Type:

    Solutions to a Product Problem



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