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.

This login error 1001 is only for specific users. Such scenarios have occurred due to the following configuration reasons.

1) Issue is caused by the SSO user name transfromation settings if it was done post implementation of MyIT, it should have done before MyIT implementation. If the user that was logged into MyIT with the user name user7561 (lowercase) and then they had the SSO user id transform set to upper case, in such a scenario to fix the issue you will need to fix the user name in MyIT to uppercase.

2) Sometimes this may occur due to SSO cache issues so flush the SSO cache of the affected user and verify.

3) USER ID does not match with DB Entry , changing USER_ID from uppercase (Abc.Xyz@xxx.com) to lower(abc.xyz@xxx.com) in the database.
If updating the user to match case does not resolve the 1001 error, please delete the user entry from Mongo and it will create new entry in social upon first MyIT Login.

There are 2 methods of doing this which are outlined below:

method 1:
Cmd> <C:\Program Files\BMC Cmd> Software\MyIT\Smart_IT_MyIT\mongodb-win32-x86_64-2008plus-2.4.8\bin
Cmd> \mongo.exe>
Cmd> use social
Cmd> db.users.remove({"userId":"enteruseridhere"});

method 2:

To find the user: Select * from SMARTIT_BUSINESS.USER_DETAILS where USER_ID = 'enter_userID_here'
To delete the user: DELETE from SMARTIT_BUSINESS.USER_DETAILS where User_ID = 'enter_userID_here'