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IT Analytics Needing credentials reset after Upgrade from 7.5 to 7.5SP1

Created: 31 Jul 2014
ianatkin's picture
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After upgrading from SMP7.5 to 7.5P1 on our production setup (which has SQL server offbox) one niggle was that IT Analytics stopped working. All console users were presented with this error,

An error has occurred during report processing. (rsProcessingAborted)
Cannot impersonate user for data source 'ITAnalytics'. (rsErrorImpersonatingUser)
Log on failed. Ensure the user name and password are correct. (rsLogonFailed)

After rechecking our settings in the console, we couldn't understand the root cause. Logging in directly to the SQL server and trying to access the reports through the report url, http://localhost/reports, resulted in the same error.

After playing a bit with permissions and getting nowhere, I found this tech article, "TECH213502: Error accessing IT Analytics reports after upgrade to 7.5" which seems to cover the ground required to fix this.

What I did to resolve was,

  1. In the SMP console is to re-confirm my authentication settings under "IT Analytics Settings" -> Configuration
    We don't have kerberos configured here and use "Stored Credential" authentication type. So I just clicked the pencil to reset the service user name and password, and then clicked "Save Security Settings" to finish.
  2. On the SQL Server, open up the report server url (http://localhost/reports)  in Internet Explorer. Navigate to the "IT Analytics" folder and re-enter the stored credentials in the "IT Analytics" and "CMDB" database objects.

Instantly the reporting kicked back into life. If anyone can shed some light as to why this was required please do!