Records with Category as 'SmartReportingUserSync' are stuck in the Remedy Application Pending form |
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: The current plugin should not be affected by the functionality of an older version of the plugin, if the Smart Reporting User Synchronization process is not working, this process won't fix it. 1. Go to the AR Server that runs the Smart Reporting User Sync job. 2. Go to the plugin folder of the installation files located at: [ARSystemInstallDirectory]\pluginsvr. 3. Here, identify the Smart Reporting user sync plugins, the plugin is called 'smartreportingusers91_build00x', where the 'x' changes with the version as following:
4. There will likely be 2 files, one with the current build number and one with an older one. a) Stop the AR Server service. b) Back up and delete all plugins with the name 'smartreportingusers91_build00x' that are not in accordance with the version. 5. Start the AR Server and delete all the pending items in the Application Pending Form in the 'SmartReportingUserSync' category. |