Report tab shows up the blank/white screen when appropriate ports between web cilent box and SDM and BOXI servers are not opened in the firewall.

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:

Service Desk Report tab shows a blank/white screen when there is a firewall between the ServiceDesk and CA Business Intelligence server and the appropriate ports on the firewall are not opened.

Solution:

If there is a firewall between the ServiceDesk and BOXI servers, it is necessary to open the following ports on the firewall:

• 6400-6410 (ports used by BOXI Central Management Server)
  
  
• 19987 and 19986 (ports used by the ServiceDesk ODBC services)
  
  
• BOXI Tomcat port configured during BOXI installation (by default this is 8080)
  
  
• Static request port assigned to the Central Management Server
  
  

Please follow the following steps to assign a static request port to the Central Management Server:

1. Login to the BOXI Central Management Console as a BOXI administrator.
   
   
2. Select Servers.
   
   
3. Right click the CentralManagementServer in the server list and select Properties (see the following screenshot).
   
   

   <Please see attached file for image>

   
   
   
4. Go to the common settings section. Uncheck the 'Auto assign' option and set a static to the request port field.
   
   

   <Please see attached file for image>

   
   
   
5. Click 'Save & Close'.
   
   
6. Recycle the CentralManagementServer by right clicking and selecting "Recycle Server'.

Environment

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