Xtraction error while exporting dashboards

Products

• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

An error is displayed in the Xtraction GUI interface when exporting dashboards to any format type (ex. XLSX, XLS).

"An error has occurred during processing. Please try again. If this continues to occur, please contact the application administrator".

<Please see attached file for image>

In debug mode (adding ?debugmode=true at the end of the Xtraction URL -> http://[server]/Xtraction/Flash/Default.aspx?debugmode=true), additional details are displayed:

Ex.:

(mx.messaging.messages::ErrorMessage)#0 
body = (null) 
clientId = "5b390b1f-d52b-410d-956c-849b5f8833a9" 
correlationId = "DD573DDA-5B4F-0896-B17A-468EDD6BCC8B" 
destination = "fluorine" 
extendedData = (Object)#1 
faultCode = "Server.Processing" 
faultDetail = (null) 
faultString = "Object reference not set to an instance of an object." 
headers = (object)#2 
DSId = "bec82529fc3548ffa263218dd5f55f94" 
messageId = "65b5cbf9-e29b-4bc9-ac25-f6efda770343" 
rootCause = (null) 
timestamp = -1650313796 
timeToLive = 0

<Please see attached file for image>

Environment

Xtraction 2017.2

Cause

This might occur after an Xtraction migration is performed, ie. from 2017.1 to 2017.2.

Resolution

Restart the Xtraction windows service named as:

"Xtraction Task Manager"

Additional Information

If the issue continues to occur after this, please open a case via CA Support online.