Solve problems with reports

Check reports in preparation, unavailable or with errors in GRC and TIEM.

The GRC and TIEM reports depend on an eligible result in the active context. The screen informs you when the file is in preparation, ready, unavailable or needs to be generated again.

What you will do

You will confirm the context and the source item, interpret the visible message and decide whether to wait, try again or forward the problem.

Who can do this

Users with access to the module, the source item and the report action can perform the checks. Availability may also depend on the organization's license.

Before you start

  • Confirm the active organization.
  • Identify if the report belongs to GRC or TIEM.
  • In GRC, have a completed and active evaluation.
  • At the TIME, have a finalized execution of the mission.
  • Do not include personal data, evidence or sensitive information in service records.

Menu path

  • GRC: GRC → Reports.
  • TIME: TIME → Missions → open the mission → Executions.

Steps

  1. Confirm the organization, module and source item of the report.
  2. In GRC, check if the assessment appears in Available Assessments and is Completed. In TIEM, confirm if the execution has ended.
  3. If the screen shows Your report is being prepared, Preparing report data or Generating report, wait a few moments before updating the query.
  4. When Ready report or Download report appears, select the download action once and wait for the screen response.
  5. If The download of this report has expired or Generate again appears, request a new file by the available action.
  6. If It was not possible to generate the report appears, try again from the screen itself. If the failure repeats, stop new attempts and gather the screening information.
  7. If the report does not appear, confirm your profile, the active organization, the module, the license and the status of the source item.
  8. To forward the problem, record module, organization, name of the assessment or mission, approximate date of the attempt, item status and visible message. Do not send the content of the report or sensitive evidence.

Expected result

The report is available for download or the user identifies the visible restriction and gathers secure information for the authorized person to analyze the problem.

Common problems

SituationWhat to do
The report remains in preparationWait a few moments and update the query. Avoid requesting multiple reports for the same item while the screen indicates preparation.
The GRC assessment does not appearConfirm that it is completed, active, and belongs to the current organization. Also check your access to GRC.
The TIEM report action is unavailableConfirm if the execution has ended and if your profile and license allow you to generate the report.
The generation failedTry again for the action displayed. If the failure repeats, log the message and forward it to the authorized person in charge.
The download has expiredUse Generate PDF, Generate PDF report or Generate again, depending on the module and action presented.
The download failed, but the report is readyTry Download again or Download report. Do not request a new generation while the current file is still available.
The email delivery failed at TIEMUse the download available on the screen itself. Confirm your address with the responsible person if delivery is also necessary.
The problem continuesOnly gather the non-sensitive information indicated in the steps and follow Get support.

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