Issue while connecting to Remedy AR system

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1

HI,

We are setting up Remedy Adapter Connection first time and while enabling connection getting below error :

[ART.118.5042] Adapter Runtime (Connection): Unable to enable connection resource RemedyAdapterPOC.connections:RemedyConnection.
[ART.118.5036] Adapter Runtime (Connection): Unable to configure connection manager.
[ADA.760.1001] Problem connecting to AR system - user: username
ERROR (91): RPC call failed; ARHostName:6105 ONC/RPC call timed out
Caused by: com.wm.pkg.art.error.DetailedException: [ART.118.5036] Adapter Runtime (Connection): Unable to configure connection manager.
[ADA.760.1001] Problem connecting to AR system - user: username
ERROR (91): RPC call failed; ARHostName:6105 ONC/RPC call timed out

Firewall is open. Kindly advice.
IS version- 9.10, Remedy Adapter installed version-7.1, AR System version-9.1.4

Thanks in advance.
Thanks,
Vipin Kumar

2

Hi Vipin,

which Fix for RemedyAdapter is applied?
Latest one I know of is RMDY_7.1_Fix3.

Also check for Fixes for WAR (AdapterRuntime section) and for IS_Core.

Additionally check the webMethods Adapter System Requirements which Remedy libraries you require for connecting to Remedy 9.1.

Regards,
Holger

3

Thanks Holger for reply!!

we are using RMDY_7.1_Fix3 fix.

where to check for WAR (AdapterRuntime section)?

We are using all libraries mentioned in Adapter guide.

Thanks,
Vipin

4

Hi Vipin,

you can check for the installed fixes in IS Admin UI under the About-Page (“View Updates”).
This page can also be viewed directly when entering WmRoot/updates.dsp in the URL of the IS.
This will only show Fixes applied to the packages on IS, but not Fixes for i.e. common libs etc.

Or you can use the UpdateManager to display a list of installed fixes.
This will show all Fixes applied to this installation directory.

Regards,
Holger

5

Thanks Holger for reply !!

We finally found issue with Firewall policies and now successfully connected to Remedy System.

But while doing POC, I observed few things and here are the some queries, Kindly revert if you aware:

By using Update Template, can only EntryID be used to update the entry details in AR System? What if we need to update entry based on any other fields?
same as above, can we fetch entry details for a form based on any field other than EntryID?
We observed if AR System does not allow Unqualified search on its server then we get the below error while loading form values in adapter. As AR System is concerned about security and not recommend unqialified search allowed, So is there any other way to avoid below error and load the values?

[ART.114.243] Adapter Runtime (Metadata): Failed to run resourceDomainLookupValues service. Details provided in error log.
[ADA.760.200] Remedy Adapter cannot retrieve the list of available form names. Check the logs for details
ERROR (361): An unqualified search was issued and the server has been configured to disallow unqualified searches.
You must specify some search criteria to perform a search on this form;
Caused by: com.wm.adk.error.AdapterException: [ADA.760.200] Remedy Adapter cannot retrieve the list of available form names. Check the logs for details
ERROR (361): An unqualified search was issued and the server has been configured to disallow unqualified searches.
You must specify some search criteria to perform a search on this form;

Thanks,
VIpin

6

Hi Vipin,

please have a look at the Remedy Adapter Instalaltion and Users Guide for further informations.
Chapter 5

Only one Service Template which allows different fields than EntryID as selector is the Find template.

You will have to perform a find with your query and then do a get for the EntryIDs returned
After that you can map this data incl. EntryID to the Update Template.

Hopefully you know the names of the forms you will be working with.
Than you enter these directly instead of asking for all available form names.

Additionally you might want to check Brainstorm if there are already some feature requests for Remedy Adapter.

Regards,
Holger