Smart Reporting cross launch to Mid-Tier does not work

Knowledge Article

Article Number

000224979

Old Article Number

000119786

Article Type

Solutions to a Product Problem

Title

Smart Reporting cross launch to Mid-Tier does not work

Summary

Exception Message: com.bmc.inapp.reporting.yellowfin.config.OnboardingException
Error Details:7.04:Error connecting to Midtier, please verify the MIDTIER server custom parameter in Smart Reporting configuration
Requested URL:/onboarding/router.jsp

Product

Remedy IT Service Management Suite

Component

ITSM In-App Reporting 9.1.00

Applies to

Smart Reporting : 9.1 Patch 1
ARS: 9.1 Patch 1
Midtier: 9.1 Patch 1

Problem

While clicking the incident hyper link ,unable to open incident record in BMC Smart Reporting .

Error message

Cause

This is a known issue in Smart Reporting 9.1 Patch 1.

Solution

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

Please find the attached Router.class file and proceed with Hyperlink tests

[ Continue the steps for all Smart Reporting application nodes if more than one server exist ]

1. Stop the Smart reporting process
2. Navigate to directory SmartReporting\appserver\webapps\onboarding\WEB-INF\classes\com\bmc\servlet\ and back up file Router.class
3. Replace the Router.class with the attached Router.class file
4. Start the Smart Reporting process

Attachment(s):

Router.class