Delayed Server Response when access to Insights

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Article ID: 143719

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

CABI 6.4.3  or CABI 7.1.1  + ServiceDesk 17.2

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
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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. Service Desk will display the "Delayed server response " page. Xflow will show that is "Working on it" but it does not load.

 

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

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Resolution

Defect DE50831.


Workaround while Defect get 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 , customer built a script to keep deleting/backup above file.