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

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

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

(3) 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

(4) Copy these below file under NX_ROOT\Site

casm_insights.jks
casm_insights.properties

(5) Recycle CA SDM services And Jasper Report tomcat services.