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 #
Need to remove the "Copy" link from the File menu within a Change Order form.
How to migrate CMS installed with MySql to SqlServer or Oracle
Using IE 11 multiple issues are seen by users but not with other browsers like Chrome or older versions of IE browser.
Unable to proceed with installation of 14.1.3 with error "??_SU2017_??" after giving DB details in the configuration screen.
When accessing Service Desk using a browser in an iPad, multiple prompts for login credentials pop up.
Why might the Open Date of Incidents in the Export results not match the Open Date as viewed via the web interface?
How to get a list of contacts who has logged into Service Desk Manager.
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  – [Not Found] Type Status Report Message /jasperserver-pro
When attempting a Search operation inside xFlow, the error message "Sorry, your session has already timed out. Please login again." is displayed
CA Business Intelligence (CABI) performance tuning recommendations
How to use video clips in knowledge document resolution field?
Steps to configure the mobile module to replicate client Mobile device interface on PC web interface
Unable to search for knowledge documents from Service Desk in Unified Self-Service
When trying to schedule some reports, they get failed. If we run the same report in the browser (by refreshing the data) it work.
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):
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
The application experienced an internal error loading the SSL libraries
How to change the universe that a WebI report uses
Account information not recognized: Could not reach CMS. The CMS on machine "***" was stopped due to critical error.(FWM 20031)
Email notifications not being sent out with error "501 5.1.7 Invalid address"
How can I check the Business Object (BO XI) version and service pack level of the CA Business Intelligence (CABI)?
With long-running reports, users often experience timeout issues in InfoView. The tips shown below should assist in alleviating your timeout problems.
415: Unsupported Media Type returned when making a POST call with REST
Destination disabled. : [CrystalEnterprise.DiskUnmanaged]...(FWB 00031)
How to install/configure IIS 8.5, CGI and Metabase Components for Windows 2012
Web Services Best Practices for CA Service Desk Manager (CA SDM)
Error "java.net.BindException: Address already in use: JVM_Bind" In Tomcat Logs When Starting Service Desk Services
How Enable/Disable the Design button in Web Intelligence Launch Pad
Accessing ServiceDesk URL with Server Hostname by hiding CAisd/pdmweb.exe
Error "Cannot launch Java Report Panel, please make sure you have installed a Java virtual machine." launching WEBI using CA Business Intelligence 3.X
The following documents were published or updated during the most recent quarter, FY 2018 Q1, April – June 2017 (15 most popular by hit count):
How may we identify performance issues in Service Desk and what type of data is helpful to Support to resolve these issues?
How to un-install and re-install CA Service Desk Manager (SDM) ODBC services
How to reset the CA Business Intelligence (CABI) Administrator password in CABI 4.x
How to reset the password of CASMAdmin for Unified Self-Service
This document outlines how to troubleshoot Email notification problems in CA Service Desk
How to fix multiple Apache Tomcat Vulnerabilities in CA Service Desk Manager (SDM) 14.1?
How to change (Alias) the WEB URL for accessing Service Desk
How to perform proactive monitoring for CA Service Desk Manager (SDM) ?
Disable the Guest login functionality.
How to reset the CA Business Intelligence (CABI) 4.x Administrator account password?
Procedure to reset user scoreboard
Implementing NX environment variable options in an Advanced Availability (AA) environment.
Copying a CA Service Desk Manager (CA SDM) Scoreboard from one Access Type or Role to another.
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.
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):
How to address "Delayed Server Response Message" in Service Desk web interface.
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.