Delayed Server Response when access to Insights

Products

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

Issue/Introduction

After clicking the Launch Insights button in Service Desk 17.2, Jasper Reports V6.4.3 or  Jasper Reports V7.1.1 is taking over three minutes to open or simply goes to delay server response.

If the insights page is opened from Xflow it occurs the same.

Steps to Reproduce:

1. Log in Service Desk or Xflow with an account that has access rights to Insights;
2. In Service Desk select the Insights Tab and then hit the Insights button.  In Xflow select  the Insight app;
3. CA Service Desk will display the "Delayed server response " page. Xflow will show that is "Working on it" but it does not load.

Environment

CABI 6.4.3  or CABI 7.1.1  + ServiceDesk 17.2

Cause

Size of the file located on the CABI/JasperSoft server:

CABI_INSTALL_FOLDER\apache-tomcat\webapps\jasperserver-pro\WEB-INF\config\sso_token_history

Resolution

Defect DE50831.

Workaround while Defect gets fixed :

Delete (-->backup to a different location) the following file on the CABI/JasperSoft server:

CABI_INSTALL_FOLDER\apache-tomcat\webapps\jasperserver-pro\WEB-INF\config\sso_token_history

Since the file gets recreated, you can create a script to keep deleting/backup the above file.