Problem creating Jasper Profile

Products

• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

When click "Launch Insights" button from Insights tab, you see error "AHD04405: Internal error of the CA Service Desk Manager system" and check the stdlog you see messages 

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

and then you follow steps in tech doc https://knowledge.broadcom.com/external/article?articleId=143274...copy casm_insights.jks , casm_insights.properties files to Service Desk \site folder and recycle Service Desk. But problem persists...what could be the reason?

Environment

Release : 17.3, 17.2, 17.1

Component : JASPERSOFT REPORTS FOR SERVICE MANAGEMENT

Cause

The Insights protocol setting is wrong...while you use https for Jaspersoft, your insights.jasper.protocol remains as HTTP.

Resolution

To correct this issue, follow these steps

--log into SDM web interface as Administrator

--then Administration-->xFlow Interface-->General and click on "show filter" button and enter in configuration key field "insights.jasper.protocol" and search 

--edit this parameter change it to HTTPS and save

--go to Insights tab and click on "Launch Insights" button again