CABI - Cannot select Country parameter for the Business Value Dashboards

Document ID : KB000117467
Last Modified Date : 12/10/2018
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Issue:
In CABI for Service Management, there are two built-in reports under the Business Value Dashboards heading - "Operation Effectiveness" and "Service Demand - Incidents". Both of these reports require values to be entered in the Parameter dialog; the first required item is the Country field as a dropdown. On some Service Desk Manager environments, no values will be present in the Country dropdown, even if there is data in the ca_country table or in the Administration tab > Service Desk > Application Data > Codes > Countries. As this field is required, and does not accept manual input, these reports cannot be run in this state.

 
Environment:
This issue can occur in both CABI 4.x (SAP's BOXI) and CABI 6.x (Tibco JasperReports) when using the built-in Business Value Dashboard reports.
Cause:
The Country field will only populate countries that are in use in order to prevent the list from being cluttered with unused and unnecessary country names; this is typically most useful for worldwide organizations that operate in multiple nations, and need to filter their reports by physical location. A Country is determined to be in use if it has been associated to at least one Location. To ensure that this Country data properly applies to your Contacts, you can associate a Location to a Contact.
Resolution:
To set a country as "in-use" for the purposes of CABI reporting, perform the following steps:
  • Open the Administration tab > Service Desk > Application Data > Codes > Locations.
  • Create a new Location or modify an existing one.
  • Ensure that the Country field is set under the "1. Address" tab.
  • Repeat the steps above as necessary to configure any remaining Locations with Country values.
To assign a Location to a Contact:
  • Navigate to the Administration tab > Security and Role Management > Contacts (or perform a Contact search from the main Service Desk tab > Search).
  • Edit a contact.
  • On the "1. Contact Details" > "2. Address" tab for the Contact, set one of the Locations that were modified above. Confirm that the Country is properly filled out on the Contact detail page.
  • Repeat as necessary for other Contacts.
Alternatively, if filtering by Country is not necessary for your organization, you can modify this report (or design a new one) that does not utilize the Country value.