Unable to login to Smart IT using RSSO 18.02 or 18.08 after Smart IT upgrade from 2.0 to 19.02

Knowledge Article

Article Number

000350471

Old Article Number

000168459

Article Type

Solutions to a Product Problem

Title

Unable to login to Smart IT using RSSO 18.02 or 18.08 after Smart IT upgrade from 2.0 to 19.02

Summary

Product

Remedy with Smart IT

Component

Single Sign On

Applies to

Smart IT 19.02
RSSO 18.0x

Problem

When attempting to login to SmartIT 19.02 using RSSO 18.02 or 18.08 getting spinning wheel. Logs show the following:

Caused by: com.bmc.arsys.api.ARException: ERROR (623): Authentication failed; Incorrect username or password
at com.bmc.bsm.mobile.utils.ErrorResourcesHandler.checkARLoginError(ErrorResourcesHandler.java:87)
... 114 common frames omitted
11:50:46.176 | http-nio-9000-exec-25 | RID: 773 | ERROR | c.b.b.m.r.p.MobilityExceptionMapperProvider |
com.bmc.bsm.mobile.errorhandling.MobilityException: {"error":"MOBILITY_ERROR_LOGIN","errorCode":1006,"defaultMessage":"Login Failed: An authentication error occurred in the data server.","additionalMessage":"Authentication failed","detailMessage":ERROR (623): Authentication failed; Incorrect username or password","ARConnectionProblem":false}

Can login to Smart IT if RSSO authentication is disabled. DWP 19.02 login with RSSO is also working.

Context 2:
Customer during upgrade of Smart IT from 18.08 to 19.08, the upgrade went successful and everything was working until a restart of Tomcat services done post applying HF4. Post which SmartIT started throwing HTTP 404.

Cause

RSSO integration with AR Server and Smart IT incorrect.

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.

1. First check RSSO integration with AR Server. Manually check RSSO is setup correctly for AR Server using this link -
https://docs.bmc.com/docs/rsso1808/manually-integrating-remedy-sso-with-bmc-applications-820495106.html

a. rsso-area-plugin-all.jar under /apps/bmc/ARSystem/pluginsvr directory was different to the one from 18.08 installer package. Copied the correct one from 18.08.

b. /apps/bmc/ARSystem/pluginsvr/pluginsvr_config.xml missing 'gson' pathelement. Added this line in:

<plugin>
<name>ARSYS.AREA.RSSO</name>
<classname>com.bmc.rsso.
plugin.area.RSSOPlugin</classname>
<pathelement type="location">{AR}/pluginsvr/rsso-area-plugin-all.jar</pathelement>
<pathelement type="location">{AR}/pluginsvr/gson-2.3.1.jar</pathelement>
<userDefined>
<configFile>{AR}/Conf/rsso.cfg</configFile>
</userDefined>
</plugin>

2. Next check SmartIT integration with RSSO. Checked SmartIT jar files under <Tomcat>/external-conf/lib...

a. Removed these two (as they are not from DWP 19.02)

org.apache.olu.oauth2.client-1.0.2.jar
org.apache.olu.oauth2.common-1.0.2.jar

Other rsso jar files (for DWP) we left in. SmartIT caffeine-2.6.2.jar looked ok.

3. Restart SmartIT Tomcat and AR System.

Context 2 Solution:

As a part of hotfix 1908 CHF 4, there are some manual steps that needs to be performed which were not done.

Note: The below steps only for RSSO integrated setup.

1.     Import and Deploy Smart IT D2P package.
2.     Stop Smart IT Tomcat service
3.     Take the backup of existing jar from location: “C:\Program Files\Apache Software Foundation\Tomcat8.5\external-conf\lib”
4.     Copy executable jar from “C:\Program Files\BMC Software\Smart_IT\Smart_IT\rsso\lib” to “C:\Program Files\Apache Software Foundation\Tomcat8.5\external-conf\lib”
5.     Start Smart IT Service.

Attachment(s):