Troubleshoot Finesse Custom or New Gadgets Issue

Introduction

This document describes the procedure to troubleshoot the issue with a finesse custom/new live data gadget.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Unified Contact Center Express
• Cisco Finesse
• Cisco Unified Intelligence Center

Components Used

The information in this document is based on these software and hardware versions:

• Unified Contact Center Express 12.5
• Cisco Finesse 12.5

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Problem

Finesse agent live data gadget error "Failed to load the gadget. Either CORS is not configured or a problem has occurred in Reporting Service."

Verify

Enable browser console logs. Open Browser Console and navigate to Developer Tools. Choose Network Tab and hit the refresh button that appears on the gadget window to reload the gadget.

Link for reference:

https://support.happyfox.com/kb/article/882-accessing-the-browser-console-and-network-logs/

In the filter section, highlight View ID and check the response field for failure reason:

"user does not have sufficient permission for entity: 429623FC10000180000001200A7FFCD4".

This confirms the issue is with the report that misses user permissions.

Solution

In order to find the report name which has a user permission issue, note down the View Id in the error response.

Run the sql command on cli of uccx node.

Run SQL, choose name from cuic_data:cuicReport where id in(select parentrptid from cuic_data:cuicGrid where id = '<viewId copied from error response>').

From the output, the report name is identified.

Log in to the CUIC and verify the user permissions of the report. Grant the read or execute permission to all agents or AllUsers as per the requirement.

Note: It is generally recommended to have these permissions for specific reports. Log in to CUIC > Configure > Permissions and choose Reports from the dropdown menu.
Agent Reports: Administrator, Agents, ReportingUsers, Supervisors.
Supervisor Reports: Administrator, ReportingUsers, Supervisors.

Log back in onto the finesse page and verify the live data gadget.

With the updated permissions, the custom live data gadget loads successfully.