Error "Unable to find servers in CMS and cluster with kind cacheserver and extra criteria null" when running reports from Reports tab in Service Desk.

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

Description:

This error occurs if the IP address set in the ODBC Driver configuration is incorrect.

Solution:

This error occurs if the IP address in ODBC Driver is incorrect. To resolve the issue, perform the following steps:

1. Open the ODBC Driver for BOXI, "casd_<Machine Name>".
   
   
2. Click on Configure/Advanced/Update.
   
   
3. Verify or Change IP address as necessary (incorrect IP address or machine name here will trigger the underlying problem), then hit ok.
   
   
4. Logoff and re-login to Service Desk.

You should no longer see the error message and able to run reports successfully.

Environment

Release:
Component: SDBOXI