BMC Helix - Unable to Login to SmartIT / MyIT / Digital Workplace Basic After a hotfix patch - Error: "An error has occurred. Please contact your administrator"

Knowledge Article

BMC Helix - Unable to Login to SmartIT / MyIT / Digital Workplace Basic After a hotfix patch - Error: "An error has occurred. Please contact your administrator"
Unable to Login to SmartIT / MyIT / Digital Workplace Basic After a hotfix patch - Error: "An error has occurred. Please contact your administrator"
Remedy with Smart IT
Remedy with Smart IT
MyIT 3.x/SmartIT 1.x, DWP 18.05, DWP 20.02.00
Problem Summary # Unable to Login to SmartIT/myIT after a modification to Provider or After applying hotfix patch

User-added image

Browser Developer Tool > Network Tab
Request Headers
http://<MyIT/SmartIT Server>:9000/ux/restapi/users/sessions/Allen
Request Method:
POST
Status Code:
500 Internal Server Error
  1. Remote Address:
xxx.xx.xxx.xx:9000
 
Response#
{"cause,"errorCode":1013,"message":"com.bmc.bsm.myit.providers.ServiceNotSupportedException: : com.bmc.bsm.myit.providers.userdetails.UserDetailsService","suppressed":[]}
 
ux-sysinfo.log #
 19:46:00.362 | http-nio-9000-exec-1| WARN| SYS-INFO| [Pluggable Provider Manager] . Service interface com.bmc.bsm.myit.providers.userdetails.UserDetailsService is not supported​. Whether provider, that includes this service, is not deployed or it is disabled globally, or it is not configured for the tenant 000000000000001

For Smart IT 18.05 and higher, the following errors would be seen for this scenario:
  • The error in the User Interface would be "Incorrect username or password" (or blank screen with spinning wheel in case of an RSSO integrated environment)
  • The Response on the REST call would be:
{"error":"MOBILITY_ERROR_LOGIN","errorCode":1006,"defaultMessage":"Unable to check user status","additionalMessage":"ServiceException: Unable to check user status","detailedMessage":"Unable to check user status","arconnectionProblem":false}
  • Error in smartit.log:
<date_time> | <threadId>          | RID: xx | ERROR   | c.b.b.m.service.UsersServiceImpl | Unable to check user status
com.bmc.bsm.myit.providers.ServiceNotSupportedException: com.bmc.bsm.myit.providers.userdetails.UserDetailsService

For Digital Workplace Basic (DWP) 20.02.00 the following error occurs when user tries to access Digital Workplace Basic URL on the browser.
"An error has occurred. Please contact your administrator or try later"
Provider disabled and/or directory does not exist
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.

Resolution #
  1. Make sure the Users Details Pluggable provider is enabled. Execute query against provider_settings table with SmartIT_System User
 
select NAME, ACTIVE from Provider where NAME = 'User Details Pluggable Provider'
 
  1. Make sure the provider directory exists within the tomcat\external-conf directory and the User Details Pluggable provider exists within folder “itsm-user-details”
  2.  Also check if the provider folder is under dwp directory in DWP server. Full path : C:\Program Files\Apache Software Foundation\Tomcat8.5\external-conf\dwp\provider

For Smart IT 18.05 and higher:
  • Confirm the following SQL returns True (or 1):
SELECT NAME, ACTIVE FROM SmartIT_System.PROVIDER WHERE NAME = 'User Details Pluggable Provider'
  • Confirm the .jar file for the User Details Provider (name: "itsm-user-details-<version>-BUILD-SNAPSHOT.jar") is present in this folder on the Smart IT Server:
..\Smart_IT\smartit\WEB-INF\classes\provider\itsm-user-details

For Digital Workplace Basic 20.02.00:
In this case Digital Workplace Basic is accessible via Java System Solutions Single Sign on (JSSO). RSSO is not being used. When Digital Workplace patch is applied, the dwp folder of the Digital Workplace installed directory will replace the hotfix files. As part of this patch application on Digital Workplace 20.02.00, WEB-INF folder which constitutes JSSO jar files with in dwp folder will replace by new hotfix files in the location C:\Program Files\BMC Software\DWP\DWP\dwp\WEB-INF.

After replacing the new hotfix WEB-INF folder from the backup version (previous) of Digital workplace which had its original JSSO files has resolved the issue.
Remedy with Smart IT
Remedy with Smart IT
MyIT 3.x/SmartIT 1.x, DWP 18.05, DWP 20.02.00
Remedy with Smart IT
Remedy with Smart IT
MyIT 3.x/SmartIT 1.x, DWP 18.05, DWP 20.02.00
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