Tenant values not populated while creating CABI reports against SDM Offline Reporting server

Products

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

Issue/Introduction

While creating new reports in CA Business Intelligence reports (BOXI), I am not getting the tenant values populated. For instance, if using the attribute alias "tenant_name" for the "cr" object, none of the tenant values appears when creating a new WebIntelligence report. I am using the SDM Offline Reporting server as the source for my BOXI reports.

Cause

The reason for this behavior is that BOXI Universe uses CA Service Desk Manager ODBC application driver to connect to the SDM, hence if the Multi-tenancy is not enabled in SDM, you won't see the tenant values from cr object. This could be confirmed if you type below command at SDM server:

bop_sinfo -d cr | findstr tenant 

When Multi-tenancy is enabled, this would return the tenant SREL relationship to the tenant table. Hence the attribute alias cr.tenant_name will work since it references to the cr.tenant.name 

Environment

CA Service Desk Manager 14.1 / 17.x
CA Business Intelligence (BOXI) 4.x

Resolution

Try to enable the Multi-Tenancy option in SDM Offline reporting server by running below command to change its value in NX.ENV file:

pdm_options_mgr -c -s MULTI_TENANCY -v on -a pdm_option.inst 

Then recycle the SDM service and check if the BOXI reports returns values for tenant data.

Additional Information

CA no longer support BOXI as per the supportability matrix:

CA Service Management - 17.1 >> CA Service Management 17.1 Release Notes >> Supportability Matrix >> CA Common Components
 

Important! Customers purchasing CA Service Management products on or after April 1, 2016 are only eligible to use a supported version of CA Business Intelligence JasperReports® Server.

We will continue to support CABI 4.x till December 31, 2018 for customers who have purchased CA Service Desk Manager, CA IT Asset Manager, or CA Service Catalog prior to April 1, 2016.