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Launch button for Insights (CABI JasperReports) not working on Service Desk
Article ID: 143274
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 systemStdlog 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 userInsights will launch properly if it is done from Xflow or if the Jasper Report page is used.
Cause
The files casm_insights.jks and casm_insights.properties were not copied.
Environment
CA Service Management 17.1 and higher.
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
Feedback
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