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.
The files casm_insights.jks , casm_insights.properties were not copied.
Release : 17.2
Component : SERVICE DESK MANAGER
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