Helix Innovation Suite:Unable to establish successful connection between Remedy ITSM and Helix Innovation Suite in Helix platform foundation sync utility for Remedy ITSM.

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    PRODUCT:

    BMC Helix Platform


    APPLIES TO:

    All Versions



    PROBLEM:

     

    Unable to establish successful connection between Remedy ITSM and Helix Innovation Suite in Helix platform foundation sync utility for Remedy ITSM.

      

     

      

    Error: Either: The connection to https:<server_name-is.onbmc.com appears unsuccessful with the user (hannah_admin@company.com), HTTP return
    code 401 OR the Helix SYNC utility minimum required version is incompatible with the current utility version (ARWARN 51112)

      

    OR

      

    Error: Either: The connection to https:<server_name-is.onbmc.com appears unsuccessful with the user (hannah_admin@company.com), HTTP return
    code of OR the Helix SYNC utility minimum required version is incompatible with the current utility version (ARWARN 51112)

     


    CAUSE:

    No connectivity between Remedy ITSM and Helix Innovation Suite or Firewall issues at AR/ITSM end


    SOLUTION:

     

       
    • If Remedy AR/ITSM is installed in a Linux machine, then run the below cURL command.
      

     

      

    >curl http://<IS Server Name>:<port>/com.bmc.arsys.rx.innovationstudio/index.html#/login -v

      

    It should return; HTTP/1.1 200 OK

      

     

      

    For ex:

      

    [root@ARSERVER ~]# curl http://company-tailoring-is.onbmc.com/com.bmc.arsys.rx.innovationstudio/index.html#/login -v

      

    * About to connect() to company-tailoring-is port (#0)

      

    *   Trying 111.22.33.44...

      

    * Connected to company-tailoring-is(111.22.33.44) port (#0)

      

    > GET /com.bmc.arsys.rx.innovationstudio/index.html HTTP/1.1

      

    > User-Agent: curl/7.29.0

      

    > Host: company-tailoring-is.onbmc.com

      

    > Accept: */*

      

    < HTTP/1.1 200 OK

      

     

      
       
    • If Remedy AR/ITSM is installed in a window machine, then use the POSTMAN client to call Helix Innovation Suite and ensure it returns Status: 200 OK
      

     

      

    -          Install POSTMAN client in your windows BMC Remedy AR machine

    User-added imageUser-added image

     


    Article Number:

    000372831


    Article Type:

    Solutions to a Product Problem



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