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>
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.
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.
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