Clarity PPM: Jaspersoft report not running due to RPT-0023 error


Article ID: 129599


Updated On:


Clarity PPM SaaS Clarity PPM On Premise


When running a report from Home > Advanced Reporting, the following error is received:
RPT-0023: The user does not exist on reporting server or incorrect login credentials or server may be down. Please contact your system administrator.


The Clarity user could not be authenticated in the Jaspersoft Users database.


Component: ODPRD


Solution 1: If you are seeing this issue post upgrading, see the below from docops:

Post-Upgrade Folder Level and User Level Security

After the upgrade, the folder-level or user-level security can get reset by the installer.

  1. To check if a user has the required rights, log in to CA PPM Advance Reporting with an account that does not have administrative access. 
  2. In Release 15.3 or higher, test the reports by clicking Home, Reports and Jobs and launching any default report. 
  3. If you encounter the RPT-0023 error, folder-level access permissions have been reset. 
  4. To fix this problem, change the folder-level access for ROLE_USER from No Access to Read Only 


Note: After the folder-level access has been changed, run the "Create and Update Jaspersoft Users" Job 

Solution 2: If the above doesn't help, the other thing to check is to make sure the user has the Advanced Reporting - Report Create Right. If not, once that access is granted, run the following jobs in the following order:

  1. Assign the Global Right "Advanced Reporting - Navigate" to the Resource
  2. Create and Update Jaspersoft Users
  3. Synchronize Jaspersoft Roles