Launch button for Insights (CABI JasperReports) not working on Service Desk

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

When attempting to launch the insights page from Service Desk, the following error occurs:

AHD04405: Internal error of the CA Service Desk Manager system

stdlog will show the errors bellow:

ERROR freeaccess.spl 45236 Problem creating Jasper Profile. Error: Exception occurred while creating user

ERROR session.c 9978 Cancelling session servicedesk-627687340:0x3971940 due to interpreter error Problem creating Jasper Profile. Error: Exception occurred while creating user Problem creating Jasper Profile. Error: Exception occurred while creating user

Insights will launch properly if it is done from Xflow or if the Jasper Report page is used.

Cause

The files casm_insights.jks , casm_insights.properties were not copied.

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Resolution

1.Navigate to \Program Files\CA\SC\CA Business Intelligence\apache-tomcat\webapps\jasperserver-pro\WEB-INF\config and copy the following files:

casm_insights.jks
casm_insights.properties

2. Paste the files to CA SDM root installation under the site directory.
For example:
C:\Program Files (x86)\CA\Service Desk Manager\site folder

3. Restart the Service Desk service