Unable to login to Smart IT following DB Restore from PROD to DEV - connection to AR Server failing

Version 2
    Share:|

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy with Smart IT


    COMPONENT:

    Remedy with Smart IT


    APPLIES TO:

    Remedy with Smart IT 1.5.00



    PROBLEM:

    Following a DB restore from PROD to DEV, the customer is unable to login to Smart IT, the connection to AR Server is failing and errors like these are seen in Smart IT's ux.log
     

      23:24:28.170 | Notification poller            | ERROR   | c.b.b.m.s.a.NotificationService | Failed to notify users for tenant: 000000000000001
    com.bmc.bsm.myit.providers.ProviderException: ERROR (623): Authentication failed; Remedy Application Service

     


    CAUSE:

    ITSM Configuration incorrect for Smart IT


    SOLUTION:

    Corrected the ITSM configuration using MyIT/Smart ITs 'ux-application-configuration' utility - command used:
     

      java -jar ux-application-configuration-3.2.00.000.jar change_itsm_conf -h <servername> --pass <password> --port <port> --tenant 000000000000001

     


    Article Number:

    000132052


    Article Type:

    Solutions to a Product Problem



      Looking for additional information?    Search BMC Support  or  Browse Knowledge Articles