Knowledge Doc Report:  July, 2017 (Monthly and Quarterly)  CA Service Desk Manager

Document created by David-Ng Employee on Jul 6, 2017Last modified by David-Ng Employee on Jul 6, 2017
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Hello!  Welcome to July, and the beginning of a new quarter!

 

Starting with this month and quarter, we will be posting a monthly report on the content of our Knowledge Base, highlighting what's new and what's popular.  This will be presented at the start of every month moving forward.  Every three months, at the start of a new quarter (July, October, January, and April) we will also present materials relevant to the previous quarter that passed.

 

The following documents were published during the month of June, 2017 (15 most recent):

Tech Doc #

Doc Name

TEC1318287

Need to remove the "Copy" link from the File menu within a Change Order form.

TEC1714234

How to migrate CMS installed with MySql to SqlServer or Oracle

TEC1786402

Using IE 11 multiple issues are seen by users but not with other browsers like Chrome or older versions of IE browser.

TEC1910206

Unable to proceed with installation of 14.1.3 with error "??_SU2017_??" after giving DB details in the configuration screen.

TEC1551947

When accessing Service Desk using a browser in an iPad, multiple prompts for login credentials pop up.

TEC1608658

Why might the Open Date of Incidents in the Export results not match the Open Date as viewed via the web interface?

TEC1152677

How to get a list of contacts who has logged into Service Desk Manager.

TEC1143176

After following TEC1680587 to upgrade Tomcat web server used with CABI JasperSoft from 7.x to 8.x, JasperSoft interface is not available and produces the following error:

HTTP Status [404] – [Not Found]
Type Status Report
Message /jasperserver-pro

TEC1494558

When attempting a Search operation inside xFlow, the error message "Sorry, your session has already timed out. Please login again." is displayed

TEC1876584

CA Business Intelligence (CABI) performance tuning recommendations

TEC1005154

How to use video clips in knowledge document resolution field?

TEC1113487

Steps to configure the mobile module to replicate client Mobile device interface on PC web interface

TEC1155299

Unable to search for knowledge documents from Service Desk in Unified Self-Service

TEC1509419

When trying to schedule some reports, they get failed. If we run the same report in the browser (by refreshing the data) it work.

TEC1049335

AHD04017:Error creating Contact (AHD03114:Tenant for Contact cnt:xxxx was not supplied and no default value is available)

 

 

The following documents were the most frequently accessed entries during the month of June, 2017 (top 15 by hit count):

Tech Doc #

Doc Name

Total

TEC1680644

Getting the error "Web Intelligence Applet cannot be loaded, please make sure you have installed a Java virtual machine." when launching WebI using CA Business Intelligence 4.x

823

TEC1504286

The application experienced an internal error loading the SSL libraries

509

TEC1898353

How to change the universe that a WebI report uses

363

TEC1327347

Account information not recognized: Could not reach CMS. The CMS on machine "***" was stopped due to critical error.(FWM 20031)

231

TEC526592

Email notifications not being sent out with error "501 5.1.7 Invalid address"

215

TEC586523

How can I check the Business Object (BO XI) version and service pack level of the CA Business Intelligence (CABI)?

184

TEC566608

With long-running reports, users often experience timeout issues in InfoView. The tips shown below should assist in alleviating your timeout problems.

180

TEC1554771

415: Unsupported Media Type returned when making a POST call with REST

176

TEC1057875

Destination disabled. []: [CrystalEnterprise.DiskUnmanaged]...(FWB 00031)

170

TEC1584216

How to install/configure IIS 8.5, CGI and Metabase Components for Windows 2012

167

TEC477003

Web Services Best Practices for CA Service Desk Manager (CA SDM)

128

TEC1050901

Error "java.net.BindException: Address already in use: JVM_Bind" In Tomcat Logs When Starting Service Desk Services

121

TEC1319097

How Enable/Disable the Design button in Web Intelligence Launch Pad

116

TEC477223

Accessing ServiceDesk URL with Server Hostname by hiding CAisd/pdmweb.exe

112

TEC1419596

Error "Cannot launch Java Report Panel, please make sure you have installed a Java virtual machine." launching WEBI using CA Business Intelligence 3.X

108

 

 

The following documents were published or updated during the most recent quarter, FY 2018 Q1, April – June 2017 (15 most popular by hit count):

Tech Doc #

Doc Name

Total

TEC1419596

Error "Cannot launch Java Report Panel, please make sure you have installed a Java virtual machine." launching WEBI using CA Business Intelligence 3.X

2581

TEC473185

How may we identify performance issues in Service Desk and what type of data is helpful to Support to resolve these issues?

1271

TEC567016

How to un-install and re-install CA Service Desk Manager (SDM) ODBC services

606

TEC1154075

How to reset the CA Business Intelligence (CABI) Administrator password in CABI 4.x

590

TEC1492374

How to reset the password of CASMAdmin for Unified Self-Service

431

TEC475243

This document outlines how to troubleshoot Email notification problems in CA Service Desk

395

TEC1703317

How to fix multiple Apache Tomcat Vulnerabilities in CA Service Desk Manager (SDM) 14.1?

362

TEC411771

How to change (Alias) the WEB URL for accessing Service Desk

340

TEC589082

How to perform proactive monitoring for CA Service Desk Manager (SDM) ?

247

TEC432295

Disable the Guest login functionality.

203

TEC1501374

How to reset the CA Business Intelligence (CABI) 4.x Administrator account password?

172

TEC435071

Procedure to reset user scoreboard

156

TEC1448647

Implementing NX environment variable options in an Advanced Availability (AA) environment.

151

TEC511104

Copying a CA Service Desk Manager (CA SDM) Scoreboard from one Access Type or Role to another.

135

TEC607970

After installing Business Objects Enterprise 3.1 SP6 (CABI 3.3SP1), Tomcat is upgraded from Tomcat 6.0 to Tomcat 7.0, but the Central Configuration Manager (CCM) shows both Tomcat 6 and Tomcat 7.

117

 

 

The following documents were the most frequently accessed entries during the most recent quarter, FY 2018 Q1, April – June 2017 (top 15 by hit count):

Tech Doc #

Doc Name

Total

TEC1680644

Getting the error "Web Intelligence Applet cannot be loaded, please make sure you have installed a Java virtual machine." when launching WebI using CA Business Intelligence 4.x

2359

TEC1504286

The application experienced an internal error loading the SSL libraries

1201

TEC1327347

Account information not recognized: Could not reach CMS. The CMS on machine "***" was stopped due to critical error.(FWM 20031)

762

TEC1898353

How to change the universe that a WebI report uses

760

TEC526592

Email notifications not being sent out with error "501 5.1.7 Invalid address"

659

TEC586523

How can I check the Business Object (BO XI) version and service pack level of the CA Business Intelligence (CABI)?

540

TEC477003

Web Services Best Practices for CA Service Desk Manager (CA SDM)

480

TEC566608

With long-running reports, users often experience timeout issues in InfoView. The tips shown below should assist in alleviating your timeout problems.

463

TEC1057875

Destination disabled. []: [CrystalEnterprise.DiskUnmanaged]...(FWB 00031)

446

TEC1584216

How to install/configure IIS 8.5, CGI and Metabase Components for Windows 2012

438

TEC1050901

Error "java.net.BindException: Address already in use: JVM_Bind" In Tomcat Logs When Starting Service Desk Services

399

TEC1419596

Error "Cannot launch Java Report Panel, please make sure you have installed a Java virtual machine." launching WEBI using CA Business Intelligence 3.X

389

TEC1200339

How to address "Delayed Server Response Message" in Service Desk web interface.

350

TEC1554771

415: Unsupported Media Type returned when making a POST call with REST

343

TEC477223

Accessing ServiceDesk URL with Server Hostname by hiding CAisd/pdmweb.exe

303

 

Tech Doc of The Month:

Tech Doc IDTEC1227794

Title:  Scoreboard query count for a custom stored query that uses NOT in a where clause does not match the list count

 

Scenario:  In a recent case, we were finding that scoreboards were not reflecting counts correctly whenever the scoreboard was refreshed.  A refresh left the scoreboard count unchanged, despite clear evidence that the count should have incremented as a ticket was created that satisfied the scoreboard parameters.  After considerable research, it was discovered that the data partitioning was causing the problem.  Once the data partitioning was disabled, scoreboard counts refreshed correctly.  Further analysis revealed an issue with the data partition format, which while technically correct, was causing an ambiguous backend SQL Parse to take place, disrupting accurate scoreboard count.

 

This tech doc describes the problem with the data partition design and steps to remediate in order to address both the data partition and scoreboard count.

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