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):
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):
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):
2359
1201
762
760
659
540
480
463
446
438
399
389
TEC1200339
How to address "Delayed Server Response Message" in Service Desk web interface.
350
343
303
Tech Doc of The Month:
Tech Doc ID: TEC1227794
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.