Troubleshooting sending a report when an assignment or reminder is sent

Version 5

    There is a section in the LDSDAdministrator guide called Sending a report when an assignment or reminder is sent.  Here are some additional pointers if you are having trouble getting this to work:

     

    The report itself

     

    When you add the report onto the required object in object designer, the report is actually stored in the database at this point.  This means that if you make changes to the report via crystal it will not be updated in the outbound email until you go back into object designer to reload the report into the database again.

    You may want to start by just using the incident.rpt that you normally use in the system whilst you are testing that this functionality works ok.  You must ensure that you database - set location on this report in crystal before you start so that it points to your database.

    However, if you are creating a new report from scratch in Crystal, please be aware that you need to set the report to populate based on the guid of the parent object as this is what is sent at runtime.

    In order to do this you need to for create a Parameter Field called Guid and then set the record selection formula.  For example if you are creating a report on the im_reminder object you need to create a record selection formula where {im_reminder.im_incident_guid} = {?Guid}.

    If you don't set any guid record selection formula you may see the error Invalid index. (Exception from HRESULT: 0x8002000B (DISP_E_BADINDEX))" or the mail will not send at all (depending on your version).

    If you had accidentally set the record selection formula on the collection object your report will still be sent but will contain no data.  An example where this might happen is if you are creating a report on the im_reminder object if you set {im_reminder.im_guid} = {?Guid}.  Adjust this to be {im_reminder.im_incident_guid} = {?Guid}.

     

    Outbound mail

     

    An obvious point perhaps but firstly ensure that outbound mails without attached reports are working ok before you even start to attach reports.  See the community articles regarding troubleshooting outbound mail.

    You may find it useful to switch on trace mail logging so that you can see everything outbound mail is doing in event viewer  http://community.landesk.com/support/docs/DOC-6815

    Possible errors that you may see in the event log and their causes:

    • Failed      to logon - Outbound mail isn't working at all.  The outbound mail      username and outbound mail password in the config file for the mail      service in \program files\landesk\landesk applications is not      correct.  This should specify a ServiceDesk login and password.       Run the \program files\landesk\landesk      applications\Touchpaperpasswordtool.exe (In 7.5 this is configured in the Configuration Centre) to update this.
    • Logon      failed - Login failed for user x (where x is the database  connection      password). The crystal reports username and crystal reports password in      the config file  for the mail service in \program      files\landesk\landesk applications (In 7.5 this is configured in the Configuration Centre) is  not correct.  This should      specify a Database login and password that matches that used to create      your crystal report.  Run  the \program files\landesk\landesk      applications\Touchpaperpasswordtool.exe (In 7.5 this is configured in the Configuration Centre)  to update this.