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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.

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Article ID: 54253

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Updated On:

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 CA Service Desk Manager CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Description:

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.

Solution:

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

Environment

Release:
Component: ARGIS

Attachments

1558714098403000054253_sktwi1f5rjvs16tb1.gif get_app
1558714096316000054253_sktwi1f5rjvs16tb0.gif get_app
1558714094351000054253_sktwi1f5rjvs16taz.gif get_app
1558714092223000054253_sktwi1f5rjvs16tay.gif get_app