Launch button for Insights (CABI JasperReports) not working on Service Desk

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Article ID: 145245

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Updated On:

Products

CA Service Desk Manager CA Service Management - 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 system

Excerpt from stdlog :-
================

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

Environment

Release : CA Service Desk manager 17.2 and 17.3
JasperSoft Server :7.1.1

Resolution

1: Delete Config folder
Location: \Program Files\CA\SC\CA Business Intelligence\apache-tomcat\webapps\jasperserver-pro\WEB-INF\config
2: Delete These files from NX_ROOT\site
casm_insights.jks
casm_insights.properties
2: Re Run "Integrate CABI JasperReport Server with CA Service Management"  From 17.2.01 or 17.3 installer.  A new copy of config folder shall get created 
Location: \Program Files\CA\SC\CA Business Intelligence\apache-tomcat\webapps\jasperserver-pro\WEB-INF\config
3: Copy these below file under NX_ROOT\Site
casm_insights.jks
casm_insights.properties
4: Recycle CA SDM services And Jasper Report tomcat services.