In InfoView I am unable to see or select an existing group name as a parameter value for a scheduled report, for example the "Volume and Trend" report.

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• 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

Description:

In InfoView I am unable to see or select an existing group name as a parameter value for a scheduled report, for example the "Volume and Trend" report.

This problem could be caused by failing to retrieve the group data from the database.

Solution:

Follow the steps below to resolve the problem where the user is unable to select an existing group name as a parameter value for a scheduled report. Note that we are using the "Volume and Trend" report as an example:

1. Change the "Volume and Trend" report settings
   
   
   1. Log into BOXI Central Management Console.
      
      
   2. Open 'Folders' and go to 'All Folders' -> 'CA Reports' -> 'CA Service Desk' -> 'Incident and Problem Management' -> 'Count'.
      
      

      <Please see attached file for image>

      
      
      
   3. Right click on "Volume and Trend" Report and select "Refresh Options".
      
      

      <Please see attached file for image>

      
      
      
   4. Turn on the checkboxes "Current and default parameter values" and "Use object repository when refreshing report".
      
      

      <Please see attached file for image>

      
      
      
   5. Click <Update> button and then <Refresh> button.
      
      
   6. Log out from Central Management Console and log into InfoView.
      
      
   7. Open the "Volume and Trend" report and check that you can now select a group.
      
      If the problem still exists, please follow the steps below:
      
      
2. Change the ODBC Driver used by the connection.
   
   
   1. Open Designer and log into it by using BOXI Administrator account
      
      
   2. On Designer window, go to [File] -> [Import].
      
      

      <Please see attached file for image>

      
      
      ---> Import Universe screen is displayed.
      
      

      <Please see attached file for image>

      
      
      
   3. From the Dropdown list, select "CA Universe" folder.
      
      
   4. Select "CA Service Desk" Universe, click <OK>.
      
      ---> Universe window is displayed.
      
      
   5. Go to [File] -> [Parameters].
      
      ---> Universe Parameters window is displayed.
      
      

      <Please see attached file for image>

      
      
      
   6. On [Definition] tab, click the <Edit> button.
      
      ---> Login Parameters dialog box is appeared.
      
      

      <Please see attached file for image>

      
      
      
   7. Click on <Back> button.
      
      ----> Database Middleware Selection is appeared.
      
      

      <Please see attached file for image>

      
      
      
   8. Select "ODBC Drivers" under "Generic ODBC3 datasource" and click <Next> button.
      
      
   9. Select "Use specified username and password" from Authentication Mode dropdown list and type ServiceDesk username and password. Select casd_(Service Desk Server Name) as Data Source Name.
      
      

      <Please see attached file for image>

      
      
      
   10. Click on <Test> button to check the connection. Ensure the server is responding.
       
       

       <Please see attached file for image>

       
       
       
   11. Click <OK> and close Universe Parameters screen.
       
       
   12. Go to [File] -> [Save] and then [File] -> [Export].
       
       ---> Export Universe screen is displayed.
       
       

       <Please see attached file for image>

       
       
       
   13. Select "CA Universe" from Domain Dropdown list and click on "Everyone" and then, click on <OK >.
       
       

       <Please see attached file for image>

       

Now run the report and make sure that the groups are selectable.

Environment

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component: