Report Template Issue "Provider for class javax.xml.parsers.DocumentBuilderFactory cannot be created "

Document ID : KB000121254
Last Modified Date : 15/11/2018
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Issue:
We're unable to generate a report through report template editor. Whenever we have tried to preview template we are getting the message "Provider for class javax.xml.parsers.DocumentBuilderFactory cannot be created "

Inspection of the MOM EM log file shows error like the following

11/07/18 10:01:00.205 AM GMT [ERROR] [PO:main Mailman 5] [Manager.MessageService] Exception: javax.xml.parsers.FactoryConfigurationError: Provider for class javax.xml.parsers.DocumentBuilderFactory cannot be created calling method: com.wily.isengard.messageprimitives.service.MessageServiceCallMessage: {com.wily.reporting.common.IReportService.fillSmartReport, v1, [[SessionToken|key: 4259066248104489519, po: Workstation_3.client_main], SmartReportsTemplate[com.wily.introscope.util.LocalizedStringMap, {null=Agent Versions, zh=Agent Versions, ko=Agent Versions, ja=Agent Versions}]], source: Workstation_3.client_main:499, remoteHost: Node=Workstation_3, Address=xxx.xxx.xxx.xxx/xxx.xxx.xxx.xxx:9814, Type=socket}
Environment:
APM 10.7
Resolution:
Problem was resolved by clearing the osgi cache - the following KB explains how this is done https://comm.support.ca.com/kb/how-to-clear-the-introscope-osgi-cache/KB000100299