Problem Summary:
 
Push notifications do not work on Smart IT (Applicable for all versions of Smart IT) - affects iOS and Android notifications.
 
You will see below error on the SHR:SHRCAI_SocialBridge form for NOTIFICATION Classification:
 
"error": HTTP Error 500 : {"error":"MOBILITY_ERROR_INTERNAL_SERVER_ERROR","errorCode":1013,"defaultMessage":"NotAfter: Sat Mar 23 13:42:56 UTC 2019","additionalMessage":"CertificateExpiredException: NotAfter: Sat Mar 23 13:42:56 UTC 2019","detailedMessage":"javapns.communication.exceptions.KeystoreException: Certificate is expired. A new one must be issued.","arconnectionProblem":false}

This error confirms the expiry of one of the p12 certificates.

NOTE: Although these are the Apple Push Notification certificates, the checking of these certificates for APNs occurs prior to sending any Android notifications and, when this error occurs the notification activity stops, so we do not send the Android notifications either.

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.

Problem Solution:
 
1. Take backup of existing certificates (GalileoAPNsProduction.p12 and BMCiOSAPNSMyITMobile.p12) from below locations:
a.            C:\Program Files\Apache Software Foundation\Tomcat8.0\external-conf\certification
b.            C:\Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\ux\WEB-INF\classes\certification
 
2.  Replace the attached certificates  (GalileoAPNsProduction.p12 and BMCiOSAPNSMyITMobile.p12) to below locations:
a.            C:\Program Files\Apache Software Foundation\Tomcat8.0\external-conf\certification
b.            C:\Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\ux\WEB-INF\classes\certification
 
3. Restart Smart IT service.

NOTE : BMC do not provide APNS certificate. These certificate to be generated at customer end using the apple portal and Team ID. Please refer to KB : 000369747
 

See also: Best FAQ on Remedy with Smart IT Notifications