How to Troubleshoot Remedyforce Pentaho Integrations.

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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:

    BMC Helix Remedyforce Service Desk



    QUESTION:

     
       How to Troubleshoot Remedyforce Pentaho Integrations.  


    ANSWER:

     

     
      NOTE: This doc is dynamic and will be updated as new issues are found and resolved.
      
     
      Pentaho will not connect to Salesforce:  
    1.  Ensure that the Salesforce Webservice URL is set to https://login.salesforce.com/services/Soap/u/27.0 (Sandbox: https://test.salesforce.com/services/Soap/u/27.0)  
    2.  Check the Login History in Salesforce for the username used in the connection settings with the Pentaho package. This will show weather or not the Pentaho API is reaching Salesforce.  In some cases the login attempt will show the error.  If there is no record of the API login attempt then the login request is not making it out of the network were Pentaho is running.  Possible causes are Antivirus or Firewall.  Make an exception in the Antivirus for Pentaho. In some cases disabling SSL Deep Interception in the firewall has corrected connection issues with Pentaho to Salesforce.  
    3.  If you don't see a login attempt in Salesforce Login History, see if the customer has their server behind a proxy,  If they do, verify their are using Pentaho 8.1, older versions have a defect handling proxy settings additional info about this can be found  on this document    https://communities.bmc.com/docs/DOC-108158 
     
      
      
      Pentaho is deleting data from Remedyforce: Actually Pentaho is updating field with a blank value because the SFDC Profile used to configure Pentaho does not have access to the objects field. - Grant the profile access to the SFDC Object and fields. 
      
        
      
        
      
      Pentaho will not update client records:  
    Error in log files show cannot insert duplicate record.  The user exists in the org and is InActive or the user exists in another org.   
      
      If you are have problems running the delete, Right Click the Start step (Green Triangle) and remove the scheduling.  Once the scheduling is removed you will be able to manually run the delete job.  Once completed the Import Transformation will run without error. 
      
        
      
     
      Pentaho will create new client records, but will not update existing records: Pentaho checks AD to see if there have been any changes to the AD Record.  If there have not been any changes since the last run of Pentaho no updates to the Remedyforce clients will occur.  If the original imported record set had the wrong data Pentaho will not update it. To update the data, the data must be exported from both AD and Remedyforce and reconciled manually.  Then the required records can be updated using the SFDC Dataloader. 
      
        
      
      Pentaho does not seem to import new users added to AD: The LDAP Input step of the TransferLDAPInfo.ktr file limits the total ad records pulled to 1000.  On every run it will attempt to pull the same 1000 records.  To increase the limit to pull all records, please modify the LDAP input step as follows: 
      
      1. Open the TransferLDAPInfo.ktr job file in Pentaho. 
      
      2. Right click on the LDAP input step and select Edit Step. 
      
      3. Click on the Advanced Tab. 
      
      4. You will see a Set Paging checkbox, check this box and specify a Page Size of 500. 
      
      5. Save the Job file and Run the job again to pull all the records. 
      
        
      
      Scheduled import batch file "SchedulingTransferLDAPInfo" does not run when executed:  When setting Pentaho import using    "SchedulingTransferLDAPInfo.bat" the batch file terminates without running.  This behavior can be due to java.exe not being found when the batch file runs.  To verify this issue, on the system running Pentaho, go to Start and open a Command Prompt.  Type java in the prompt and hit enter.  If you see java.exe cannot be found, please do the following: 
      
      1. Right Click Start and hit Explore. Search the C Drive for java.exe. 
      
      2. Once you find the path to java.exe, it needs to be added to the path environment variable. 
      
      3. To add the path click on Start, Right Click on Computer, Select Properties, then Select Advanced system settings. 
      
      4. Click on Environment Variables, and under System Variables double click on Path. 
      
      5. Go to the end of the Variable value, enter a semicolon and past in the path only to java.exe. 
      
      6. Click OK and the go back to the command prompt and type java and it should now display help options for java.exe. 
      
      7. At this point, run the    "SchedulingTransferLDAPInfo.bat" and it should execute. 
      
        
      
        
      
      Pentaho Configuration Issues:
      
      1. Make sure ALL LDAP and SFDC steps have the correct usernames and passwords.  To verify, Click Test Connections.  
    2. Verify the links between the job steps does not have a "Distribute Data" Link Type, Always compare this with a stock package. 
      
      3. Verify the Script Files have not been modified. If the have been modified, Click Test Script to confirm it return data. 
      
      4. If the first run fails, make sure the Excel output file containing the LDAP data has the correct data types for the fields. 
      
      5. Always Click Save after making any changes to the LDAP package.  
     
     
      Pentaho Suddenly Stopped Importing Users and Nothing Has Changed: 
      1. Check the number of the users in the org.  If the number has crossed 175,000 total, increase the timeout in the TransferLDAPInfo.ktr (on the content tab of the User step to 120000 (2 minutes)) or add a query that only returns active users: Select Id, Username, LastName, FirstName, Name from User Where isActive = true.
    2. Check the UserPrincipleName in AD and he Unique User ID in Source in Salesforce match.
    3. Change co in he failure output step of the transformation to CountyCode and a save the transformation.


    Pentaho Not Updating InActive users in AD InActive in Salesforce/Remedyforce:
    1. Enable userAccountControl portion of the script in the
    Dynamic account, profile and permission set assignment   step of the TransferLDAPInfo.ktr file.
    2. Make sure userPrincipleName in AD matches the Unique User ID in Source in Salesforce/Remedyforce.  The values are Case Sensitive and must match.
      

    NOTE: You may need to add the Unique User ID in Source field to the User form in Salesforce.  If adding the field make sure the value matched

    3. Make sure the user is InActive in AD.  The value for userAccountControl should be 514.  If you dont have access to AD you can run the Preview Rows for the LDAP Input step of the TransferLDAPInfo.ktr to see the value.

      
        
      
        
      
      Last updated 9/20/2018. 

     


    Article Number:

    000001268


    Article Type:

    FAQ/Procedural



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