After migrating reports from CA Business Intelligence (CABI) 3.x to CABI 4.x, when using CA Service Desk Manager out of the box reports via the Reports tab, the following error is shown "An Error occurred : could not find the document"

Document ID : KB000056674
Last Modified Date : 14/02/2018
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Problem

After migrating reports from CA Business Intelligence (CABI) 3.x to CABI 4.x, when using CA Service Desk Manager out of the box reports via the Reports tab, the following error is shown "An Error occurred : could not find the document"

Background

In CABI 3.x, CA SDM out of the box reports resided in CABI's All Folders ->CA Reports -> CA Service Desk folder.

In CABI 4.x, CA SDM out of the box reports reside in CABI's All Folders ->CA Reports -> CA Service Management ->CA Service Desk folder.

The way in which a CABI report is exposed in the CA SDM Reports tab is via a CA SDM Web Form (Security and Role Management -> Role Management -> Web Forms -> type=Report).  Each such Web Form detail screen has a Resource with a value similar to: $BOServerURL?sPath=[CA+Reports],[CA+Service+Management],[CA+Service+Desk],[Asset]&sDocName=Asset+List&sViewer=html

Notice the [CA+Service+Management] reference.  As this folder may not exist if the CABI 3.x content is migrated to CABI 4.x, when you try to access CA SDM Reports tab, the error "An Error occurred : could not find the document"  would be presented.

Solution

1.  One option is to edit each such web form's Resource values and remove the ",[CA+Service+Management]" string. Save and retest

2.  Another option is to create a new folder in CABI 4.x. 

a) Via a web browser, access the CABI Central Management Console -> Folders -> All Folders -> CA Reports 

b) Create a new folder called "CA Service Management"

c) Move the CA Service Desk folder from  All Folders -> CA Reports  TO All Folders -> CA Reports -> CA Service Management

Note: This can be done by right clicking on CA Service Desk -> Organize -> Move To option

d) Retest

 

If after following one the solutions above the problem continues, engage CA Support for further assistance.