7 Replies Latest reply on May 4, 2012 2:40 AM by karenpeacock

    Using Incident.rpt


      Hi Folks,


      We've never used incident.rpt as we have our own reports written in PHP.  But we've now been asked if we can start using this from within Console for Printing and within Webdesk as a kind of full call report.


      *So* wish WebDesk could run Console reports!  (i.e. as reports > HTML, not as queries...)


      Anyway, what we are getting is:


      Failed to load database information. Details: The database DLL 'crdb_oracle.dll' could not be loaded. Error in File C:\Windows\TEMP\IncidentManagement.Incident {5D365067-EA6F-4A02-85D7-4DC802991F5B}.rpt: Failed to load database information.


      This happens in both Console and clicking on the right-hand icon in WebDesk.


      The report seems fine in Crystal and I'm sure the connection info is OK.  Other Crystal reports run OK from within Console > Administration > Crystal Reports using the same connection info..


      The client computer we are testing has the Oracle client and tns names looks OK.


      Do we need the Oracle client on the webserver and appserver too?


      Thanks for any help.


      Cheers - Adam.

        • 1. Re: Using Incident.rpt
          karenpeacock SupportEmployee



          I've not seen that particular error before but as a general idea have you followed these steps on that report:

          Configuring Crystal Reports with a Service Desk ORACLE Database


          Also yes you will need to have the Oracle client installed on the Web Server.  If you have 64 bit machines you would need to have the 32bit Oracle client installed because Crystal wants the 32bit drivers. There is a comment on the article above about this.


          Best wishes


          • 2. Re: Using Incident.rpt

            Hi Karen


            Yes, we've been through that document, plus a lot of others on this forum (and others).


            The DLL in the error doesn't appear to be on the server.


            Our DBAs have confirmed that the Oracle client is installed on all servers and it is also on the PCs we are trying to connect from.


            I will try to find what version (32 or 64bit) but they are not happy with putting 2 Oracle clients on our main LanDesk web server.


            TBH it seems like a lot of work, just to print a call report from WebDesk!



            • 3. Re: Using Incident.rpt
              karenpeacock SupportEmployee

              Hi Adam


              As mentioned, I've not seen that error before but the Crystal SAP guides indicate it can be caused by designing a report in a later version of Crystal and then using a lower version to run it.  This is from the bottom of page 4 on this link:



              This would make sense.  I expect you have the Crystal XI designer as you are on 7.4 I think so the runtime version would be 10.5, although what I don't understand why we haven't seen this error previously at other sites. 


              Another link I found indicates that it is the type of Oracle connection that you are using in the report and perhaps only certain connection types require this .dll (whether you are using the native Oracle driver etc)..  http://scn.sap.com/thread/1467045  This sounds a bit more plausible and could be what is different about your setup.  It might be worth raising a support case with the .rpt file attached so we can look at the connection type you are using?


              Best wishes


              • 4. Re: Using Incident.rpt

                Thanks Karen,


                Not sure what any of the Incident.rpt versions were created using as they are OOTB reports - we didn't create them.


                I just copied the virgin Incident.rpt from our test 7.5 environment to C:\ProgramData\Touchpaper\WebAccess\Reports\incidentmanagement.incident.rpt 


                This eleiminates the DLL error but we now get:


                There has been an unexpected error. Click Continue to return to the previous page.

                The remaining text does not appear to be part of the formula. Error in File C:\Windows\TEMP\IncidentManagement.Incident {7707399B-A541-41DD-BAC0-67A2EE9D8F25}.rpt: Error in formula . 'ShiftDateTime ({pm_process.PM_CREATION_DATE},"UTC,0","")' The remaining text does not appear to be part of the formula.


                At least it's connecting now!  Any ideas?


                Cheers - A.

                • 5. Re: Using Incident.rpt
                  karenpeacock SupportEmployee

                  That report will be making use of different functions now available in Service Desk 7.5 because the runtime version of Crystal is now 2008.  You would need to open the report in Crystal and open any formulas that refer to "to local time".  Then change them to just have the field name in, so instead of :


                  ShiftDateTime ({pm_process.PM_CREATION_DATE},"UTC,0","")


                  Just have



                  This will show the date just in UTC/GMT not BST but we can sort that out later.  Got any plans to upgrade to 7.5?



                  • 6. Re: Using Incident.rpt

                    After updating the report I now get:


                    There has been an unexpected error. Click Continue to return to the previous page.

                    Logon failed. Details: ADO Error Code: 0x Source: OraOLEDB Description: ORA-12154: TNS:could not resolve the connect identifier specified Native Error: Error in File C:\Windows\TEMP\IncidentManagement.Incident {72D65571-FB3B-4212-B87A-64BA8A30CC68}.rpt: Unable to connect: incorrect log on parameters.


                    Our TNS names entry *is* correct...  as is the info in tps.config...

                    • 7. Re: Using Incident.rpt
                      karenpeacock SupportEmployee

                      You've definitely run through my document to point that report at the right database?  I think overall we would do better with trying to get the report working for the version of software that you've got rather than trying the 7.5 one. 


                      When you updated the older (first) report to point to your database you didn't do this on your 7.5 system did you?  If so, this might account for the first error you were getting and it would've got saved in Crystal 2008 format.


                      It really shouldn't be this difficult to get working.  Can you open a support case with the .rpt file attached and we will take a look?


                      Best wishes