BMC Helix ITSM - Smart Reporting - How To reset Default Admin User "siadmin" Password To Fix The Error "You have exceeded the number of allowed login attempts."

Product

Remedy AR System Server

Component

Smart Reporting Remedy

Applies to

Remedy Smart Reporting 9.x and above

Problem

The default password for siadmin user (which is also "siadmin") has been changed and isn't recorded. After multiple attempts it gives the error:
...................
"You have exceeded the number of allowed login attempts."
...................

Cause

Password has been locked due to multiple incorrect login attempts.
The siadmin password is missing and requires to be reset.

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.

Note: Steps do not apply for SaaS environments as "siadmin" access is restricted to be used by BMC only.

Follow below steps to reset/unlock default admin user "siadmin" password in on-premises environments:

A. If Smart Reporting is deployed with bundled Tomcat
1. Copy attached ResetAdmin.jsp file at location:
...\BMC Software\ARSystem\SmartReporting\appserver\webapps\ROOT
2. Open web.xml file available at:
...\BMC Software\ARSystem\SmartReporting\appserver\webapps\ROOT\WEB-INF location.
3. Search for CSRFFilter, look for "Ignore" parameter name.
4. Make the below changes and save the file:

<param-name>Ignore</param-name>
         <param-value>/info.jsp,/info_threads.jsp,/ResetAdmin.jsp</param-value>

Note: Remove all the spaces between param values if any.
5. Restart the Tomcat Service for Smart Reporting
6. Open the following URL in a web browser (note that port can be confirmed in server.xml file from ...\BMC Software\ARSystem\SmartReporting\appserver\conf):
http://<SmartReporting_server_name>:<port>/ResetAdmin.jsp
7. Change the password back to "siadmin"
8. Remove the entry made in web.xml and delete the ResetAdmin.jsp file from ROOT folder

B. If Smart Reporting is deployed with external Tomcat
1. Copy attached ResetAdmin.jsp file at location:
...\Apache Software Foundation\Tomcat\webapps\SmartReporting
2. Open the web.xml file present at:
...\Apache Software Foundation\Tomcat\webapps\SmartReporting\WEB-INF
3. Search for CSRFFilter, look for "Ignore" parameter name
4. Make the below changes and save the file:

<param-name>Ignore</param-name>
         <param-value>/info.jsp,/info_threads.jsp,/ResetAdmin.jsp</param-value>

Note: Remove all the spaces between param values if any.
5. Restart the Tomcat Service for Smart Reporting
6. Open the following URL in a web browser (note that port can be confirmed in server.xml file from ...\Apache Software Foundation\Tomcat\conf):
http://<SmartReporting_server_name>:<port>/SmartReporting/ResetAdmin.jsp
7. Change the password back to "siadmin"
8. Remove the entry made in web.xml and delete the ResetAdmin.jsp file from SmartReporting folder

Note: if the password is changed, update the following items:

On Midtier Configuration Tool, the Report Settings (This takes care of the cross launch)
On SmartReportingServer_Info form (This takes care of the user sync)
On SmartIT Centralized Configuration "reportingServerPassword" parameter (This takes care of the cross launch)

Note: This article is also available in Spanish, search by Article Number 000164562. / Nota: Este artículo también está disponible en Español, buscar por el Número de Artículo 000164562.

Knowledge Article