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.
You may check below points as a part of troubleshooting:
1. If the problem is ONLY from Smart IT side, you may refer this KA 000122684 to get it fixed.
2. Ensure that the affected users are onboarded in Smart Reporting.
3. If the problem exist from Smart Reporting side then you may perform below steps to perform User Sync:
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- Login to ITSM Homepage and open “RSR:ExecuteUserSyncConfig” form.
- Check out the field “z1D_Action” and if it has STARTENTRY then modify with CREATEENTRY.
- Go to “CTM:People” or “User” form and modify some information on affected User's record & save the changes.
- Login to Remedy Developer Studio and search for an Escalation called “RSR:UpdateCompletedStatus”. Right click on this escalation and click on Run Now.
- Wait for couple of minutes for escalation to process, then test the issue.
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4. Additionally, kindly ensure that there is no other record on the CTM:People form with the same Email Address as that of affected user. If found, make it unique & run the escalation.
