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Article ID: 4612

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Updated On:

Products

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

Issue/Introduction

In Service desk Manager, trying to access to reports tab >> BI Lunch Pad Button, the following error appear inside the navigator panel:

<Please see attached file for image>

FWB 00008.JPG

 

Cause

This error is caused by 3 things:

1. Principal Authentication is not enabled in BOXI configuration.

2. A service pack was applied in BOXI and passwords have been updated but the integration didn't Update the password.

3. User might not be registered in CMC with correct grants  to access those reports or directly doesn't exist as a user.

Environment

SDM 14.x Integrated with BOXI 4.x SPx

Resolution

As resolution:

User first need to be able to login in SDM, then you can follow the instructions below for:

issue 1 & 2:

Please check the steps for the integration in the SDM Administration guide for "Integrate CA Service Desk Manager with CA Business Intelligence Manually" section: "Configure Trusted Authentication in CA Business Intelligence"

For issue 3:

Check in CMC that user exists by going to > Users and Groups > User list.
If the user does not exist then check the user display name to login in SDM and create the same account in BOXI by following instructions provided in same Administration guide, section "Add Your CA SDM Users to CMC".

Then provide correct grants to allow user to access and run desired reports.

Additional Information

Link for SDM Administration guide for "Integrate CA Service Desk Manager with CA Business Intelligence Manually" : https://docops.ca.com/ca-service-management/14-1/en/troubleshooting/troubleshooting-ca-service-management/integrate-ca-service-desk-manager-with-common-components-manually/integrate-ca-service-desk-manager-with-ca-business-intelligence-manually

http://www.ca.com/us/services-support/ca-support/ca-support-online/knowledge-base-articles.tec558533.html

Attachments

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