BMC Integration Fails to Create Incidents due to Restricted Characters in Password

Products

• DX SaaS

Issue/Introduction

Users may experience failures in incident creation or updates when using the BMC Remedy/Helix integration.

Typical error messages found in logs or Supportability Metrics include:

• java.lang.IllegalArgumentException: The URI contains illegal characters
• java.net.SocketTimeoutException: timeout
• Channel test giving error: Ticket create/update operation failed

Environment

• Product: DX SaaS (DX Operational Intelligence / DX Operational Observability) 26.2.1
• Component: ITSM Integration Channel
• Third-Party Integration: BMC Remedy / Helix
• Library Version: Vert.x 4.5.25 / Netty 4.1.130.Final

Cause

A regression was identified in the Netty 4.1.130.Final library (included in Vert.x 4.5.25), specifically within the HttpUtil.isEncodingSafeStartLineToken() method. This version incorrectly rejects valid URIs that contain uppercase characters or restricted characters such as:

• Spaces ( )
• Newlines (\n)
• Carriage returns (\r)

In the BMC Remedy token generation flow (/api/jwt/login), if the ITSM_ServiceMgmt_Password contains any of these characters (often trailing spaces from copy-paste actions), the HTTP client rejects the request before it is sent. Netty Issue 16083

Resolution

To resolve this issue, ensure the BMC integration password does not contain any restricted characters.

Verify Password for Hidden Characters

1. Log into the DX SaaS portal and navigate to the ITSM Integration settings.
2. Open your browser's Developer Tools (F12) and select the Network tab.
3. Trigger a test or save action for the BMC channel.
4. Locate the API request containing the tenant cohort ID and inspect the response body.
5. Find the key ITSM_ServiceMgmt_Password. Note that this value is Base64-encoded in the API response.
6. Use a Base64 decoder to inspect the string. Check specifically for spaces, \n, or \r at the end of the password string.

Remediation

1. Re-enter the password in the BMC Integration configuration, ensuring no leading or trailing spaces are included.
2. Save the configuration and perform a Channel Test to verify connectivity.

For long-term monitoring of integration failures, customers can create alerts using supportability metrics as described in the documentation for Custom dashboards