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Error: "An error occurred while trying to view the document" When loading reports in Reports tab within Service Desk 14.1

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Article ID: 42487

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service CA Service Desk Manager CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Issue:

In Service Desk Manager we open reports using CA Business Intelligence (CABI BOXI) within Service Desk Manager (SDM). This should work fine but it shows the following error:
An error occurred: An error occurred while trying to view the document.

This happens until the user click on "BI Launch Pad" icon at the top right corner in SDM that will launch CABI directly. Then, the popup window shows BI Launch Pad (logged in) and then if we refresh the frames within SDM to load the reports or if we logout and login back to SDM the reports are loaded. This happens with default and customized reports and those reports work fine in BI Launch Pad. This will work until we close the browser and remove cache

STEPS TO REPRODUCE:

1) Log into Service Desk
2) Go to Reports tab
3) See the error: An error occurred: An error occurred while trying to view the document.

The issue is specific to IE (all versions). It does not happen in Chrome.

Environment: 

Service Desk Manager 14.1

CA Business Intelligence 4.1

Cause:

Security settings in Internet Explorer don't allow the correct visualization of the reports.

Resolution:

1. Go to Internet Explorer > Tools > Internet Options

2. Select the Security tab, click on "Local Intranet" and select the "Sites" button

3. Click on the "Advanced" button, untick "Require server verification (https:) for all sites in this zone" and add the CABI URL to the list (example: http://cabiservername)

4. Close, OK, OK

5. Log into Service Desk again and go to Reports tab.

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: