Remedy - Server - Error (ORA-12505) starting Remedy after configuring the TNSNAME.ORA of a copied Remedy Oracle database located on a different server

Knowledge Article

Article Number

000358302

Old Article Number

000099448

Article Type

Solutions to a Product Problem

Title

Remedy - Server - Error (ORA-12505) starting Remedy after configuring the TNSNAME.ORA of a copied Remedy Oracle database located on a different server

Summary

Remedy - Server - Error (ORA-12505) starting Remedy after configuring the TNSNAME.ORA of a copied Remedy Oracle database located on a different server

Product

Remedy AR System Server

Component

AR System

Applies to

BMC Remedy AR System v9.x, 19.x, 20.x

Problem

Details:
- Made a copy of an existing Remedy Oracle database on a different server.
- Back in Remedy 8.x we just needed to update the tnsname.ora, ar.conf and arsystem script.
- The same has been done in Remedy 9.x, also changed Db-Host-Name.

Starting ARSystem the following error is observed in the arerror.log:

..............................
Mon Oct 26 10:03:15.581 2015 Removal of previously generated PID file successful
Registering CMDB REST API @ /cmdb ...
Registered CMDB REST API
Mon Oct 26 10:03:16.365 2015 Error trying to find a system form.
org.apache.commons.dbcp.SQLNestedException: Cannot create PoolableConnectionFactory (Listener refused the connection with the following error:
ORA-12505, TNS:listener does not currently know of SID given in connect descriptor )at org.apache.commons.dbcp.BasicDataSource.createPoolableConnectionFactory(BasicDataSource.java:1549) ~[commons-dbcp-1.4.jar:1.4]
..............................

Cause

Entries were added in the ar.conf file and modified the tnsname.ora

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.

Legacy ID:KA432171

The ar.conf needs to contain:
Oracle-SID: <<SERVICENAME>>
Oracle-Two-Task: <<SERVICENAME>>

In the arsystem script:
TWO_TASK=<<SERVICENAME>>
export TWO_TASK

tnsnames.ora
<<SERVICENAME>>=
(DESCRIPTION =
(ADDRESS = (PROTOCOL = TCP)(HOST = <<hostname>>)(PORT = 1525))
(CONNECT_DATA =
(SERVER = DEDICATED)
(SERVICE_NAME = <<Sevice full name>>)
)
)

Note:
When using ORACLE in Remedy 9.x, 19.x, or 20.x it needs to define the Oracle service name for the AR System Server User and Database Information.
This is mentioned in our documentation:
Link 9.x : Configuring Oracle Databases
Link 19x: Configuring Oracle Databases
Link 20x: Configuring Oracle Databases

Additional Information:
If observing this error while running the installer having an Oracle RAC in place please check the following article:
Remedy - Server - AR Installer uses the Oracle SID value instead the required Service_Name when having an ORACLE RAC setup in place

Remedy - Server - Is Oracle RAC configuration supported with Remedy 9.x

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