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When trying to view the reports from the Reports tab in ServiceDesk, the Java Infoview login screen is displayed. It won't display the report even after providing the correct credentials.


Article ID: 54253


Updated On:


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



In the ServiceDesk Reports tab, a Java Infoview login screen appears and won't display the reports. This document explains the steps to resolve the problem.


After following all the steps in the Implementation guide, when trying to view reports from the reports tab of ServiceDesk a login screen appears. Fig1

Fig 1

<Please see attached file for image>

Figure 1

This problem could be caused by a '/' at the end of the bo_server_location option in options manager.

Steps to resolve the issue:

  1. Login to ServiceDesk as Administrator

  2. Go to Administration->Options Manager->Web Report. Select the option bo_server_location and click on Edit Fig 2

    Fig 2

    <Please see attached file for image>

    Figure 2

  3. The URL will have a '/' at the end. Remove the '/' and click on Save. Fig 3

    Fig 3

    <Please see attached file for image>

    Figure 3

  4. Recycle CA ServiceDesk service

  5. Login to ServiceDesk and go to the Reports tab to verify. Fig 4

    Fig 4

    <Please see attached file for image>

    Figure 4


Component: ARGIS


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