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Information
This documentation supports the 21.05 version of BMC Helix ITSM: Smart Reporting. To view an earlier version, select the version from the Product version menu.

Troubleshooting general issues

Refer the following section for troubleshooting general issues in BMC Helix ITSM: Smart Reporting.

Issue Symptom

You get the following error message:

This Page isn't working
ERR_EMPTY_RESPONSE

Issue Scope

On an external Tomcat server, you edit an out-of-the-box view and click the join link. 

Resolution

(For Tomcat 8 and later) Check if the generated URL has the | (pipe) character symbol. If yes, since Tomcat 8 and later does not support the pipe character in the URL, it blocks all the requests.

Follow the steps given below to allow this character in the URL:

  1. Go to the \ApacheTomcat\Conf\ directory.
  2. Open the catalina.properties file.
  3. Uncomment or add the following property:
    tomcat.util.http.parser
    .HttpParser
    .requestTargetAllow=|
  4. Save the file.
  5. Restart Tomcat.
Error

Using this option will expose the server to CVE-2016-6816.

Issue Symptom

The Reporting Console banner and navigation panel disappears.

Issue Scope

You access the CMDB dashboard from Mid Tier.

Resolution

Log off and log on to Mid Tier , then access the BMC Helix ITSM: Smart Reporting console.

Issue Symptom

The shared dashboard does not open through the URL in an email.

Issue Scope

You are using Apache Tomcat version 8.5.20 or 8.5.9 and you log in as a system administrator in BMC Helix ITSM: Smart Reporting and share the dashboard and reports (with or without filter values), the users with whom you have shared the dashboard get an email that contains "|", which is not supported by BMC Helix ITSM: Smart Reporting.

Resolution

Upgrade to the latest supported Apache Tomcat version.

 

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BMC Helix ITSM: Smart Reporting 21.05