Troubleshooting Report Engine issues

Consult this topic to troubleshoot Report Engine issues.

The Report Engine fails to install

Scope

This issue occurs when the Cell name is already registered with another TrueSight Infrastructure Management server. You can see the following message:

You can register only one TrueSight Infrastructure Management server for a Report Engine.

Workaround

• Ensure that the following components are installed:
  • Remedy Single Sign-On

  • TrueSight Presentation Server. For information, see the installation documentation for the product.

  • TrueSight Infrastructure Management. Ensure that TrueSight Infrastructure Management is registered on TrueSight Presentation Server after installation. For more information, see the installation documentation for the product.

  • TrueSight Smart Reporting. For information, see the installation documentation for the product.

  • Report Engine. For more information, see Installing.
    
    
• Before installing Report Engine, use the …Util\AdminDatabaseScripts\create_sql_user.bat script to create RE DB users. For example, the following image shows the script run successfully:
  
  

The script fails to install the Report Engine

Scope

The script fails to install the Report Engine with the following error:

Cannot alter user bpatrol, because it does not exist or you do not have permissions.

Workaround:

With the following changes, the Report Engine attempts to restore the database connection for 48 hours. If the connection is not restored within 48 hours, the Report Engine service shuts down.

Perform the following steps:

1. In the ..\ReportEngine\conf\properties\dbpool.properties file, change the values of the follwoing properties as shown below:
   reportengine.dbpool.jdbc.connection.attempts=5760
   reportengine.dbpool.jdbc.connection.attempt.wait.time=30
2. Restart the Report Engine.

User privileges error occurs while installing the Report Engine

Scope

While installing the Report Engine, the following error occurs and the installation does not proceed:

Some Grants and Privileges are Missing to Database User "xxx". The object 'bmc_test_table' does not exist or is invalid for this operation.

Workaround

Install the Report Engine with a new database.

Error about registering multiple TrueSight Infrastructure Management servers

Scope

The Report Engine fails to install with the following error:

BMC TrueSight Infrastructure Management Server is already registered for this report engine. You can register only one BMC TrueSight Infrastructure Management Server for a Report Engine.

This issue occurs because an MS SQL server user with Windows authentication is incorrectly created.

Workaround

1. Delete the login details and then add the login details again.
2. Run the installation script.
3. Start the installation.

Database version error

Scope

The Report Engine fails to install with the following error:

ORA-20001: Database version not supported.

Workaround 

If the Report Engine database user has sysadmin privileges, DBO becomes the default schema. However, Report Engine requires the REUNIV default schema.

Remove the sysadmin privilege for the Report Engine database user.

The Report Engine fails to install

To migrate Truesight Report Engine from the C drive to D drive

Perform the following steps:

1. Stop the Report Engine service.
2. Take a backup of existing install directory.
3. Uninstall Report Engine.
4. In the Report Engine database, update the bppm_server_config table by running the following command:
   update bppm_server_config set deleted='T' where SERVER_ID=<tsim_server_id>

5. Install Report Engine on the D drive while keeping the same Report Engine database and TrueSight Infrastructure Management from the previous installation.

   Important

   • Reinstall Report Engine on the same day.
   • Do not choose to configure TrueSight Smart Reporting during installation because the configuration files are copied across from the previous installation while reinstalling TrueSight Smart Reporting.
6. Make sure that the value for the Select deleted from bppm_server_config where SERVER_ID=<tsim_server_id> parameter is set to F.
7. Update the value for the parameter bppm_server_config set deleted='F' where SERVER_ID=<tsim_server_id> to F.
8. (Oracle database only) Run the commit command.
9. Use the TrueSightInfrastructureManagement_config CLI command in the Edit option and execute it. For more information, see TrueSightInfrastructureManagement_config-command.