Unable to edit Custom Reports due to error message

Hello Support Team,

Please could you assist us with this problem. Details you can find below:

We would appreciate a quick pickup and response from you. Please find my contact details in my signature below. Preferred contact method is telephone.

Awaiting your swift response, thanks in advance!

Kind Regards,

Ebbele Wijnstra

Application Support Engineer

& GI-D Focal Point

Shell Asset Management Company B.V.

Group#: +31 (0)70 3199 215

Direct#: +31 (0)70 3199 355

The registered office of Shell Asset Management Company B.V. is

Carel van Bylandtlaan 30, The Hague, The Netherlands

(Company number: 27075766)

Incident 2126: Unable to edit Custom Reports due to error message

Description

==== ==== ==== ==== [04-Sep-09 10:00:19]:

- Assigned to E.Wijnstra

General:
- Error message indicated an image file failed to load due to unsupported format
- Image format should either be .GIF or .JPG
- Last time it worked: Before upgrade from build "7.5.0 Build 7508" to "7.5.0 Build 7509" on 01-Sep-09
- Applies to all custom created reports

Troubleshooting:
- Confirmed image is .GIF -> should be ok
- Replaced "

CompanyLogo.gif" in "..\AdventNet\ME\ServiceDesk\custom\customimages\.." with file from backup -> no effect
- Replaced "
CompanyLogo.gif" in "..\AdventNet\ME\ServiceDesk\custom\customimages\.." with new image (blank)-> no effect
- Disabled "Company Logo" in "Organisational Details" as per the error message instruction -> no effect
- (Re-)Moved content of "

..\AdventNet\ME\ServiceDesk\reports\.." folder -> no effect

Work-Arround:
- Re-created report using the same query, ok, no error message appears when editing

==== ==== ==== ====

Incident:

Unable to edit Custom Reports due to error message

==== ==== ==== ====

==== ==== ==== ====

Message

Dear user,

Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com

Error Trace

java.lang.NullPointerException at com.adventnet.servicedesk.reports.action.ReportRequestHandler.editReport(ReportRequestHandler.java:316) at com.adventnet.servicedesk.reports.action.ReportRequestHandler.handleRequest(ReportRequestHandler.java:1667) at com.adventnet.servicedesk.reports.action.CustomReportHandler.handleRequest(CustomReportHandler.java:149) at com.adventnet.servicedesk.reports.action.ReportHandler.execute(ReportHandler.java:59) at org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:484) at org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274) at org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482) at org.apache.struts.action.ActionServlet.doPost(ActionServlet.java:525) at javax.servlet.http.HttpServlet.service(HttpServlet.java:717) at javax.servlet.http.HttpServlet.service(HttpServlet.java:810) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:237) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:157) at com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:90) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:186) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:157) at com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:112) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:186) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:157) at org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:186) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:157) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:214) at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:104) at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:520) at org.apache.catalina.core.StandardContextValve.invokeInternal(StandardContextValve.java:198) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:152) at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:104) at org.jboss.web.tomcat.security.CustomPrincipalValve.invoke(CustomPrincipalValve.java:66) at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:102) at org.jboss.web.tomcat.security.SecurityAssociationValve.invoke(SecurityAssociationValve.java:158) at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:102) at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:540) at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:102) at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:520) at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:137) at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:104) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:118) at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:102) at com.adventnet.authentication.CredentialAssociation.invoke(CredentialAssociation.java:75) at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:102) at com.adventnet.client.util.LoginParameters.invoke(LoginParameters.java:53) at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:102) at com.adventnet.servicedesk.tools.AuthenticateNtlm.invoke(AuthenticateNtlm.java:284) at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:102) at org.apache.catalina.authenticator.SingleSignOn.invoke(SingleSignOn.java:444) at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:102) at org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:535) at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:102) at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:520) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109) at org.apache.catalina.core.StandardValveContext.invokeNext(StandardValveContext.java:104) at org.apache.catalina.core.StandardPipeline.invoke(StandardPipeline.java:520) at org.apache.catalina.core.ContainerBase.invoke(ContainerBase.java:929) at org.apache.coyote.tomcat5.CoyoteAdapter.service(CoyoteAdapter.java:160) at org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:799) at org.apache.coyote.http11.Http11Protocol$Http11ConnectionHandler.processConnection(Http11Protocol.java:705) at org.apache.tomcat.util.net.TcpWorkerThread.runIt(PoolTcpEndpoint.java:577) at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:683) at java.lang.Thread.run(Unknown Source)

Trouble shooting tips

· Error Trace constaining 'Image Failed to load'

Unsupported company logo image [BMP Format] present under Admin tab
Select the Admin->Organaization Details uncheck the company logo and remove the 'reports' folder
presented under ServiceDesk Home [ eg : C:\AdventNet\ME\ServiceDesk]

[OR]

Please import the valid logo image [ File format should be <GIF | JPEG> ]