DWP Catalog Services are not visible in DWP

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    PRODUCT:

    BMC Digital Workplace Advanced


    COMPONENT:

    MyIT Service Broker



    PROBLEM:

    When user logs into DWP, he is not able to see any service or banners created in DWP Catalog.
    However, SRM SRD and Articles are visible and accessible.


    CAUSE:

    Either User does not have the required permissions or DWPC integration with DWP is broken.


    SOLUTION:

    Scenario 1:-

    Firstly check if the user having the issue, has required permission in DWP Catalog. (In this case issue would be specific to user )
    >> Login to DWP Catalog AR Server from user tool or Midtier.
    >> Open user form and search for the user having issue.
    >> In case the user does not exist then please run the user sync script in DWP catalog server to fetch user records from ITSM server.
    >> If the record is present User form then , check if the permission "sbe-myit-users" is there.
    If not then please add the same and check for the issue.

    Scenario 2:-
    When DWP catalog is not enabled in DWP (Issue is for all users)
    >> Login to DWP Admin console and navigate to Configuration.
    >> Validate that Enhanced Catalog Feature is enabled. If not then please enable it and check for the issue.

    Scenario 3:- 
    When Integration of DWP Catalog and DWP is Broken (Issue is for all users)
    >> Login to DWP Admin console and navigate to Configuration/ Enhanced Catalog.
    >> Validate that the user details and URL is correct.
    http://DWPC server Name:8008/api/myit-sb/
    >> Click Save and if it saves without any error then issue should be fixed.

    Scenario 4:- 
    When there is an error while saving the details in Scenario 3.
    >> Check that the user with which we are logged in DWP catalog is having a record in DWP catalog or not?
    Scenario 1 needs to be verified for this user.
    >> If the user is present in DWP Catalog server with valid permission then we need to validate the RSSO configuration on DWP Catalog.

    Refer document: 
    https://docs.bmc.com/docs/display/dwpadv1902/Configuring+BMC+Remedy+Single+Sign-On+integration+for+BMC+Digital+Workplace+Catalog

    >> Also, validate if the agent id is correct or not.
     Once the RSSO integration is validated/fixed for DWP , issue should be fixed.

     


    Article Number:

    000353918


    Article Type:

    Solutions to a Product Problem



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