Error Message There was an error on the server. Try again or contact site administrators. (Error UID: d25f2a49-bc7e-4f0a-9c48-db806fb92a7b)

Products

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

Issue/Introduction

When you run report/adhoc view via the Insights App, I get below error. How to resolve it?

Error Message

There was an error on the server. Try again or contact site administrators. (Error UID: d25f2a49-bc7e-4f0a-9c48-db806fb92a7b)"


JasperServer.log file has an entry like this:

2020-02-12 11:08:41,570 ERROR AdhocAction,http-nio-28080-exec-6:636 - exception initializing ad hoc
java.lang.RuntimeException: Hostname CABIServersHostName is not part of Whitelist hostnames
 at com.ca.sdm.dal.sql.jdbc.driver.DalJdbcDriver.connect(DalJdbcDriver.java:342)
 at java.sql.DriverManager.getConnection(Unknown Source)
..
..



2020-02-12 11:08:41,601 ERROR ErrorPageHandlerAction,http-nio-28080-exec-6:118 - Error UID d25f2a49-bc7e-4f0a-9c48-db806fb92a7b
java.lang.RuntimeException: Hostname CABIServersHostName is not part of Whitelist hostnames
 at com.ca.sdm.dal.sql.jdbc.driver.DalJdbcDriver.connect(DalJdbcDriver.java:342)
 at java.sql.DriverManager.getConnection(Unknown Source)
 at java.sql.DriverManager.getConnection(Unknown Source)

Cause

We need to add CABIServerHostName to the list of allowed hosts which can access the domsrvr layer. This is controlled via SDM Option dal_whitelist

Additional information about this is here: 

https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/administering/administer-insights/transactional-reports/configure-cabi-jasperreports-whitelist-for-transactional-reporting.html

Resolution

Install the option and follow appropriate maintenance procedure to install such SDM options.  Then retry the report/adhoc view again.