Unable to configure the data source of CA Service Desk Manager Report

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

CABI 6.3.0 was installed successfully and I defined the datasource that the CA Service Desk Manager r17.1 reports use. However, the connection test failed with an error "Connection failed". When I click a link 'Show details' of the error message, a blank popup screen comes up. 

<Please see attached file for image>

Environment

Windows (Non-English version)

Cause

The problem is caused if CABI 6.3.0 was installed to non-English version of Windows or the language of Windows where Service Desk Manager server and CABI are installed do not match. e.g. SDM is running on Japanese version of Windows, whereas, CABI is on English version of Windows.

Resolution

Please reach out CA Support to get a patch to fix the problem.