Hello all CA Service Management Customers,
This week, an issue has been discovered which causes an error when running Service Desk reports in Jasper. The problem has to do with differences in the “ca_styletemplate.jrtx” file that is delivered by each of the product specific content pack (zip) files..
We know the Environment, Conditions, Symptoms, Cause and Workaround/Solution for this problem, and have updated the documentation pages in both of the following CA Service Management Documentation sections:
Here are the details of the problem:
ENVIRONMENT:
- CABI 6.2 Installed
- Steps followed to import Service Management Product content into Jasper in this specific order:
- CA IT Asset Manager (ITAM/APM)
- CA Service Desk Manager
- CA Service Catalog
NOTE: The important part here is that CA Service Catalog report content was imported after the other products!
SYMPTOMS:
- When attempting to run a Service Desk report in Jasper, you get the following error:
CAUSE:
- The “ca_styletemplate.jrtx” file delivered with the CA Service Catalog report content is different than the one delivered with the CA IT Asset Management and CA Service Desk Manager product report content
- If CA Service Catalog report content was imported AFTER importing the content from the other CA Service Management products, then the “ca_styletemplate.jrtx” file will be missing some syntax that is required by CA Service Desk Manager report content, and the error will occur
WORKAROUND/SOLUTION:
- When importing the CABI 6.2 Jasper report content for more than one of the CA Service Management products, you must import it in this order:
- CA Service Catalog
- CA IT Asset Manager
- CA Service Desk Manager
- This will ensure that the proper “ca_styletemplate.jrtx” is in place so that the reports from all products will run properly without error
The product development teams are working to ensure that this issue is addressed in future versions of the CA Service Management product report content packs, and future versions of the product.
Thank you for your continued support,
Jon Israel
Principal Support Engineer
CA Technologies