6 Replies Latest reply on Mar 25, 2014 7:49 AM by Eric Hazeltine

    Unable to create connection between Assetcore and Remedyforce!

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      Hi All,

      We have successfully discovered CI's in BMC Footprints AssetCore, but while making connection with Remedyforce it errors out(attached screenshots of the error messages and its details). Any suggestions would be helpful.

       

      Regards,

      Vijosh

       

      error.jpg

      error detail.jpg

        • 1. Re: Unable to create connection between Assetcore and Remedyforce!
          Eric Hazeltine

          Vijosh,

           

          Looking at the screenshot you included, I see the Application Login and Application Password fields are blank. In order for Asset Core to be able to successfully connect to RemedyForce, you must provide the username and password for a RemedyForce account with staff or admin permissions in these fields.

           

          Do you get the same behavior when these credential fields are populated?

          • 2. Re: Unable to create connection between Assetcore and Remedyforce!
            Julien Devienne

            Hello,

             

            Have you set a certificate etc? You'll find some help in the 11.7 documentation BMCFPAssetCore_ExternalIntegration.pdf p.6/21 that you can download on our support site.

             

            Have a good day

            • 3. Re: Unable to create connection between Assetcore and Remedyforce!

              Eric,

              The same error message gets populated even when we've given Application Login and Application Password.

               

              Julien,

              We've not included SSL certificate. Is it mandatory to add certificate?

              We had created Self-Signed certificate of salesforce and had installed it on the local machine, used same certificate while configuring AssetCore. However it was giving an error message stating "Operation Failed".

               

              Regards,

              Mayur

              • 4. Re: Unable to create connection between Assetcore and Remedyforce!
                Eric Hazeltine

                Mayur,

                 

                As far as I know, the SSL certificate is not required for the connection test on the Asset Core side (i.e. to allow Asset Core to create tickets in RemedyForce when an Asset Core alert is generated), however, in order to allow RemedyForce to connect to Asset Core (to allow RemedyForce users to perform Asset Core actions such as remote control, or assigning an operational rule) does require an SSL certificate which is trusted by SalesForce.

                 

                Do you know if a token has been configured for the RemedyForce account you are entering into the Asset Core screen? If a token has been created, it must be entered as part of the password. For example, if your password is "Password", and your token is "12345" you must enter "Password12345" as the password in Asset Core.

                • 5. Re: Unable to create connection between Assetcore and Remedyforce!

                  Thanks Eric,

                   

                  We are able to successfully connect from Asset Core to Remdyforce. But now I am facing issues in doing it the other way from Remedyforce to Assetcore. While doing this as well we are encountering an error.(Attached a screenshot of the same).

                  I know the error is because of the SSL certificate. As I am new to Asset Core, not sure of which certificate is to be installed on the Asset Core server. 

                  ss1.png

                   

                  Regards,

                  Vijosh

                  • 6. Re: Unable to create connection between Assetcore and Remedyforce!
                    Eric Hazeltine

                    Vijosh,

                     

                    In order for RemedyForce to be able to connect to Asset Core, you would need to purchase a certificate from a certificate authority which is trusted by SalesForce (here is a list of authorities which can be used).

                     

                    To generate the certificate, launch the Asset Core console, and go to Global Settings > External Integration > Web Service Configuration. Under this node, right click your master server, and select "Prepare Certificate Request".

                     

                    certificaterequest.png

                    Fill in the required fields (which are marked with an asterisk) with your information:

                    preparecertrequest.png

                     

                    Once you have filled in the required fields, the save private key, and save CSR buttons will be available. Click each of these to save the relevant file. The CSR file will be sent to your certificate authority so they can generate your certificate, and the private key file will be needed later in this process.

                     

                    Once you provide the CSR to the certificate authority, they will provide you with a certificate. This is then installed by going to Global Settings > External Integration > Web Service Configuration, right clicking the master server, and selecting install certificate.

                     

                    install certificate.png

                     

                    You will need the root and intermediate certificates provided by your certificate authority (these are specific to the authority, not your certificate), the certificate the authority created for you, and the private key created earlier.