Smart IT integrated with Smart Reporting. The 'Reports' tab is visible on the Smart IT menu bar. However, when the user clicks on 'Reports', the expected cross-launch to Smart Reporting does not occur and within a few seconds an error is displayed in Smart IT:- "Incorrect report server url mentioned in the report server settings" Below error is captured in Smart IT logs.
10:52:57.029 | http-nio-9000-exec-5 | 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:430) ~[srwsclient-1.0.jar:na]
at com.bmc.inapp.reporting.tools.srwsclient.SmartReportingWSClient.getCrosslaunchUrl(SmartReportingWSClient.java:371) ~[srwsclient-1.0.jar:na]
at com.bmc.bsm.myitsm.service.reporting.SmartReportingService.getReportingServerURLDetails(SmartReportingService.java:49) ~[myit-server-3.1.00.001-BUILD-SNAPSHOT.jar:3.1.00.001-BUILD-SNAPSHOT]
at com.bmc.bsm.myitsm.service.reporting.ReportingServiceImpl.getReportingURL_aroundBody0(ReportingServiceImpl.java:59) [myit-server-3.1.00.001-BUILD-SNAPSHOT.jar:3.1.00.001-BUILD-SNAPSHOT]
at com.bmc.bsm.myitsm.service.reporting.ReportingServiceImpl$AjcClosure1.run(ReportingServiceImpl.java:1) [na:3.1.00.001-BUILD-SNAPSHOT]
at org.aspectj.runtime.reflect.JoinPointImpl.proceed(JoinPointImpl.java:149) [aspectjrt-1.8.7.jar:na]
...
....
... followed by.....
10:52:57.031 | http-nio-9000-exec-5 | ERROR | c.b.b.m.s.r.SmartReportingService | Incorrect report server url mentioned in the report server settings Exception : {}
com.bmc.inapp.reporting.tools.srwsclient.SmartReportingWSClientException: Error in getting User Token for given user. Web service error code : 25
at com.bmc.inapp.reporting.tools.srwsclient.SmartReportingWSClient.getUserToken(SmartReportingWSClient.java:430) ~[srwsclient-1.0.jar:na]
at com.bmc.inapp.reporting.tools.srwsclient.SmartReportingWSClient.getCrosslaunchUrl(SmartReportingWSClient.java:371) ~[srwsclient-1.0.jar:na]
at com.bmc.bsm.myitsm.service.reporting.SmartReportingService.getReportingServerURLDetails(SmartReportingService.java:49) ~[myit-server-3.1.00.001-BUILD-SNAPSHOT.jar:3.1.00.001-BUILD-SNAPSHOT]
at com.bmc.bsm.myitsm.service.reporting.ReportingServiceImpl.getReportingURL_aroundBody0(ReportingServiceImpl.java:59) [myit-server-3.1.00.001-BUILD-SNAPSHOT.jar:3.1.00.001-BUILD-SNAPSHOT]
at com.bmc.bsm.myitsm.service.reporting.ReportingServiceImpl$AjcClosure1.run(ReportingServiceImpl.java:1) [na:3.1.00.001-BUILD-SNAPSHOT]
at org.aspectj.runtime.reflect.JoinPointImpl.proceed(JoinPointImpl.java:149) [aspectjrt-1.8.7.jar:na]
The key items are highlighted in yellow. Web Service error code: 25 25 will be the error returned from the YellowFin library:-
/**
* Error code indicating the specified user could not be authenticated.
*/
public static final int COULD_NOT_AUTHENTICATE_USER = 25;
This confirms that the value for 'reportingServerPassword' in the SmartIT_Business.CONFIGURATION_PARAMS table is incorrect.
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To correct this, update the value for 'reportingServerPassword' in the SmartIT_Business.CONFIGURATION_PARAMS table. Enter a clear-text password against the 'reportingServerPassword' key in CONFIGURATION_PARAMS, restart the Smart IT Tomcat and the integration would then work. For encrypted password to be stored in the database, use the 'configuration' utility to update the Smart Reporting settings for Smart IT. The following is an example of its usage:- configuration.bat -dbv sql -dbh db_host -dbt 1433 -dbs SmartIT -dbu db_username -dbsc SMARTIT_BUSINESS -dbp password -rsh reprotingserver_hostname -rsu username -rsp password -rsc company Please review the Smart IT documentation for full details of these parameters:- https://docs.bmc.com/docs/smartit2002/configuring-bmc-remedy-smart-reporting-in-smart-it-908203402.html Starting from 2.0 this value should also be present in the Centralized Configuration form. Log into ITSM as an Administrator 1. On the BMC Remedy IT Service Management Home page. 2. Select Applications > AR System Administration > AR System Administration Console. 3. Expand System > General > Centralized Configuration Set reportingServerCustomerName to the value coming from Mid-Tier Configuration Tool -> Reporting Settings -> Customer Name Restart SmartIT services Note: Reporting URL should also be same and is case sensitive. If the environment is using SSL, make sure this is also set in the Centralized Configuration and in the Smart IT Databse for instance https://smartitURL:7443/SmartReporting In case the error persist, try providing the FQDN URL of the Smart IT Reporting Server rather than Alias(ShortName) URL. |