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

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Article ID: 143274

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Updated On:

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 below:

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.

Environment

CA Service Management 17.1 and higher.

Cause

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

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

Additional Information

Install and Integrate JasperReports Server r7.2 with CA Service Management 17.3.0.2