2 Replies Latest reply on Aug 27, 2018 11:53 AM by Josue Araujo

    I have Issues in multitenancy environment in BMC Remedy with SmartIT 2.0

    Josue Araujo
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      Hi Team:

       

      I have problems with Multitenancy in SmartIT, I configure the tenants using the next procedure.

       

      https://docs.bmc.com/docs/digitalworkplacebasic/1802/configuring-multitenancy-788653843.html

       

      In order to have logos and login page for each company

       

      I Have my tree tenants:

       

      000000000000001 Master Tenant - CompanyA

      000000000000001-1000 CompanyB

      000000000000001-1001 CompanyC

      000000000000001-1002 CompanyD

      000000000000001-1003 CompanyE

      000000000000001-1004 CompanyF

      000000000000001-1005 CompanyG

       

       

      SQL> select * from tenant;

       

      PK HOSTNAME ID NAME SAML_AUTHENTICATION

      ---------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ------------------------------------ ---------------------------------------------------------------------------------------------------- -------------------

      1 localhost@Company:CompanyA 0a3264d2-e791-4505-94a2-b523f7aa14b0 000000000000001 0

      1000 CompanyC 7c07364e-5dbc-42a1-814e-b2a64e6aee9d 000000000000001-1001 0

      1001 CompanyB122c677b-4616-47d7-8d66-376c46b3148b 000000000000001-1000 0

       

      I made the onboarding:

      ./onboarding.sh -x server_remedy -u Demo -p password_demo -t 7000 -T 000000000000001 -ssn localhost -ssp 27017 -ssd social -ssdu admin -ssdp password_admin -o all

       

      ./onboarding.sh -x server_remedy -u Demo -p password_demo -t 7000 -T 000000000000001-1000 -ssn localhost -ssp 27017 -ssd social -ssdu admin -ssdp password_admin -o all

       

      ./onboarding.sh -x server_remedy -u Demo -p password_demo -t 7000 -T 000000000000001-1001 -ssn localhost -ssp 27017 -ssd social -ssdu admin -ssdp password_admin -o all

       

      And the information of the device_token, user_details, mogodb, etc was created correctly.

       

      I made the configuration:

      ./configuration.sh -dbv oracle -dbh server_bd -dbt 1521 -dbs REMPROD -dbu SmartIT_Business -dbsc SMARTIT_BUSINESS -dbp Password -T 000000000000001 -rsh http://cicr.companyA.com.mx:8143/ -rsu siadmin -rsp password_sidadmin -rsc ais -ccsh server_remedy -ccsu Demo -ccsp pass_demo -ccst 7000 -ccsc bmc -garh server_remedy -gart 7000 -garu Demo -garp pass_demo

       

      ./configuration.sh -dbv oracle -dbh server_bd -dbt 1521 -dbs REMPROD -dbu SmartIT_Business -dbsc SMARTIT_BUSINESS -dbp Password -T 000000000000001-1000 -rsh https://cicr.companyB.mx:8143/ -rsu siadmin -rsp password_sidadmin -rsc altanredes -ccsh server_remedy -ccsu Demo -ccsp pass_demo -ccst 7000 -ccsc bmc -garh server_remedy -gart 7000 -garu Demo -garp pass_demo

       

      ./configuration.sh -dbv oracle -dbh server_bd -dbt 1521 -dbs REMPROD -dbu SmartIT_Business -dbsc SMARTIT_BUSINESS -dbp Password -T 000000000000001-1001 -rsh https://cicr.companyC.com:8143/ -rsu siadmin -rsp password_sidadmin -rsc ais -ccsh server_remedy -ccsu Demo -ccsp pass_demo -ccst 7000 -ccsc bmc -garh server_remedy -gart 7000 -garu Demo -garp pass_demo

       

      And I have this Configuration_Params:

       

      SQL> select tenant_id, key_name, value from Configuration_params where key_name like'reporting%' and tenant_id in ('000000000000001' ,'000000000000001-21002','000000000000001-21003' ) order by tenant_id;

       

      TENANT_ID KEY_NAME VALUE

      ------------------------------- -------------------------------------------------------------------------------- --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

      000000000000001 reportingServerCustomerName

      000000000000001 reportingServerURL

      000000000000001 reportingServerAdmin

      000000000000001 reportingServerPassword

      000000000000001-1000 reportingServerPassword fLywLPF9aBy%2BW3q9sOTSqw%3D%3D

      000000000000001-1000 reportingServerCustomerName ais

      000000000000001-1000 reportingServerURL https://cicr.CompanyB.mx:8143/

      000000000000001-1000 reportingServerAdmin siadmin

      000000000000001-1001 reportingServerCustomerName ais

      000000000000001-1001 reportingServerURL https://cicr.CompanyC.com:8143/

      000000000000001-1001 reportingServerAdmin siadmin

      000000000000001-1001 reportingServerPassword fLywLPF9aBy%2BW3q9sOTSqw%3D%3D

       

       

      I have 3 weird behaviors:

       

      1.- Many users of the configured companies, cannot log in from DWP, although from SmartIT if they can do it.

       

      I show the error:

       

      17:33:18.656 | https-openssl-apr-9443-exec-3 | RID: 1455 | WARN | c.b.b.m.vo.metadata.DataSource | Unknown data source attribute: companyName

      17:33:18.661 | https-openssl-apr-9443-exec-3 | RID: 1455 | ERROR | c.b.b.myit.restapi.LoginResource | Login failed for user with loginId ivan.diaz. Do logout for this user.

      17:33:18.667 | https-openssl-apr-9443-exec-3 | RID: 1455 | ERROR | c.b.b.m.r.p.MobilityExceptionMapperProvider |

      com.bmc.bsm.mobile.errorhandling.MobilityException: {"error":"MOBILITY_ERROR_LOGIN","errorCode":1006,"defaultMessage":"Incorrect username or password.","additionalMessage":"Access is restricted","detailMessage":null,"ARConnectionProblem":false}

      at com.bmc.bsm.myit.service.LoginServiceImpl.handleNoMatchingSubtenant(LoginServiceImpl.java:433)

       

      2.- When I try to open BMC Smart Reporting from SmartIT, I get the following error:

       

      16:22:22.283 | https-openssl-apr-9443-exec-3 | RID: 3935 | ERROR | c.b.b.m.s.r.SmartReportingService | Error generating URL for cross launch

      com.bmc.inapp.reporting.tools.srwsclient.SmartReportingWSClientException: Error in getting User Token for given user. Web service error code : 25

      at com.bmc.inapp.reporting.tools.srwsclient.SmartReportingWSClient.getUserToken(SmartReportingWSClient.java:466)

      at com.bmc.inapp.reporting.tools.srwsclient.SmartReportingWSClient.getCrosslaunchUrl(SmartReportingWSClient.java:406)

      at com.bmc.bsm.myitsm.service.reporting.SmartReportingService.getReportingServerURLDetails(SmartReportingService.java:95)

      at com.bmc.bsm.myitsm.service.reporting.ReportingServiceImpl.getReportingURL(ReportingServiceImpl.java:64)

      at com.bmc.bsm.myitsm.rest.reporting.ReportingResource.getReportingURL(ReportingResource.java:59)

      at sun.reflect.GeneratedMethodAccessor668.invoke(Unknown Source)

      at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)

      at java.lang.reflect.Method.invoke(Method.java:498)

       

      3.- Even though you already create the look and feel for each company, most of the users that start the session visualize the look and feel of the company that has the tenant master.

       

      I add two images where it is observed that in MyIT it works according to the definition of companies, but in SmartIT all the users create new records assigning them the company configured as tenant master.

       

      Thanks in advanced to all.

      Best Regards.