Service Manager

This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.
To view the help for the latest version of Service Manager, click here

Troubleshooting Reports

•The Report Builder Stops Working

•Cannot Open the Report Builder (Chrome, Firefox, and Internet Explorer Release 9)

•Cannot Open the Report Builder (Internet Explorer)

•Allowing Internet Explorer 9 to Automatically Prompt for Downloads

The Report Builder Stops Working

When trying to open the report builder using the new report template link, the report builder stops working.

Report Builder Stops Working

To fix this, do the following:

1. Download and install the Microsoft SQL Server 2008 Report Builder Release 3.0 from the following URL: http://www.microsoft.com/downloads/en/details.aspx?FamilyID=d3173a87-7c0d-40cc-a408-3d1a43ae4e33&displaylang=en.
2. If the installer requests that you install Microsoft .NET Framework Release 3.5 SP1 first, go to http://www.microsoft.com/en-us/download/details.aspx?id=22 and install it.

Cannot Open the Report Builder (Chrome, Firefox, and Internet Explorer Release 9)

The system displays the Cannot Start Application error message when launching the report builder when using Chrome or Firefox. Any attempt to edit a report results in trying to download the report builder. An error message appears stating that the report builder cannot be started.

•If you are using Google Chrome, download and install the Click Once for Google Chrome extension, located at https://chrome.google.com/webstore/detail/eeifaoomkminpbeebjdmdojbhmagnncl#.

•If you are using Mozilla Firefox, download and install the Microsoft .NET Framework assistant extension, located at https://addons.mozilla.org/en-US/firefox/addon/9449. Restart Firefox.

•If you are using Microsoft Internet Explorer Release 9, you might not be able to create or edit your report templates using Microsoft SSRS.

Cannot Open the Report Builder (Internet Explorer)

When launching the report builder, the system displays an error message stating that the page cannot be opened. Microsoft SSRS might not launch when using Internet Explorer because of your security settings.

To fix the settings, do the following:

1.In Internet Explorer, go to Tools > Internet Options.

2.From the Security tab, go to Trusted Sites > Sites.

3.Click Add to add the current website to your trusted site.

4.Click Close.

Allowing Internet Explorer 9 to Automatically Prompt for Downloads

Follow these steps if you have trouble downloading Microsoft Business Intelligence Development Studio (BIDS) as described in Getting Started with BIDS.

1.From the Start menu, enter mmc.exe in the Run field.

2.Add the Group Policy Object snap-in, if it is not already there.

3.From the File menu, select Add/Remove Snap-Ins.

4.In the window, select Group Policy from the list of available snap-ins and click Add.

Available Snap-Ins

5.Click OK.

6.Click Finish in the group policy wizard that launches.

7.Click OK to close the window.

8.In the Windows Configuration Management Console, click Local Computer Policy, then navigate to the following folder: User Configuration > Administrative Templates > Windows Components > Internet Explorer > Internet Control Panel > Security Page

Local Computer Policy

9.Select the zone in which the reporting server is located, for example, the Internet zone or the trusted sites zone.

10.From the right column, double click Automatic prompting for file downloads.

Automatic Prompting for File Downloads

11.In the Automatic prompting for file downloads window, do the following:

a.

Select the Enabled option.

b.

Under options, from the drop-down list, select Enable.

Automatic Prompting for File Downloads

c.

Click OK.