What can be done to correct this issue.
Attached are the release notes for ITSM 6.3.4
You will not that on pp 21-22 there is some information about crystal reports in ITSM 6x for 64-bit systems.
Use the installed "full client" to utilize crystal reports.
The installer for the full client is included as one of the options in the product installer used for installing the server application.
What is not clear in the release notes is that once you have installed the full client on the user's system they will need to run the 32-bit version of the application (OrionApploader32)
This program is found (typically) at the following location on the user system:
C:\Program Files (x86)\FrontRange Solutions\Service Management