In InfoView I am unable to see or select an existing group name as a parameter value for a scheduled report, for example the "Volume and Trend" report.

Document ID : KB000049852
Last Modified Date : 14/02/2018
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Description:

In InfoView I am unable to see or select an existing group name as a parameter value for a scheduled report, for example the "Volume and Trend" report.

This problem could be caused by failing to retrieve the group data from the database.

Solution:

Follow the steps below to resolve the problem where the user is unable to select an existing group name as a parameter value for a scheduled report. Note that we are using the "Volume and Trend" report as an example:

  1. Change the "Volume and Trend" report settings

    1. Log into BOXI Central Management Console.

    2. Open 'Folders' and go to 'All Folders' -> 'CA Reports' -> 'CA Service Desk' -> 'Incident and Problem Management' -> 'Count'.

      Figure 1

    3. Right click on "Volume and Trend" Report and select "Refresh Options".

      Figure 2

    4. Turn on the checkboxes "Current and default parameter values" and "Use object repository when refreshing report".

      Figure 3

    5. Click <Update> button and then <Refresh> button.

    6. Log out from Central Management Console and log into InfoView.

    7. Open the "Volume and Trend" report and check that you can now select a group.

      If the problem still exists, please follow the steps below:

  2. Change the ODBC Driver used by the connection.

    1. Open Designer and log into it by using BOXI Administrator account

    2. On Designer window, go to [File] -> [Import].

      Figure 4

      ---> Import Universe screen is displayed.

      Figure 5

    3. From the Dropdown list, select "CA Universe" folder.

    4. Select "CA Service Desk" Universe, click <OK>.

      ---> Universe window is displayed.

    5. Go to [File] -> [Parameters].

      ---> Universe Parameters window is displayed.

      Figure 6

    6. On [Definition] tab, click the <Edit> button.

      ---> Login Parameters dialog box is appeared.

      Figure 7

    7. Click on <Back> button.

      ----> Database Middleware Selection is appeared.

      Figure 8

    8. Select "ODBC Drivers" under "Generic ODBC3 datasource" and click <Next> button.

    9. Select "Use specified username and password" from Authentication Mode dropdown list and type ServiceDesk username and password. Select casd_(Service Desk Server Name) as Data Source Name.

      Figure 9

    10. Click on <Test> button to check the connection. Ensure the server is responding.

      Figure 10

    11. Click <OK> and close Universe Parameters screen.

    12. Go to [File] -> [Save] and then [File] -> [Export].

      ---> Export Universe screen is displayed.

      Figure 11

    13. Select "CA Universe" from Domain Dropdown list and click on "Everyone" and then, click on <OK >.

      Figure 12

Now run the report and make sure that the groups are selectable.