Article # 52
How to upgrade HelpDesk to the latest version
Short description: Refer to the attached pdf article to explain how to upgrade your HelpDesk to the latest version....
Resolution: you may download the latest version of everything HelpDesk at http://downloads.grouplink.net For instructions on upgrading, see the attached document....
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Viewed: 931
Group: eHD Standard Support
Last modified: Mar 10, 2010
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Article # 3
How to set the JAVA_OPTS variables
Short description: This article gives information about how to set up the JAVA_OPTS variables. These variables do not a...
Resolution: Please refer to the attached document....
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Viewed: 777
Group: eHD Standard Support
Last modified: Mar 9, 2010
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Article # 4
HelpDesk won’t open and it isn’t started in the Tomcat Manager.
Short description: Problem: HelpDesk won t open and it isn t started in the Tomcat Manager....
Resolution: Problem: HelpDesk won t open and it isn t started in the Tomcat Manager.Error: sunJCE error shows up in the Tomcat logs.Resolution: There could be many reasons why HelpDesk isn t opening or won t start, but if you see the sunJCE error, it is because HelpDesk is using the IBM JVM (Java Virtual ...
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Viewed: 492
Group: eHD Standard Support
Last modified: Mar 10, 2010
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Article # 17
GroupWise Collaboration and eHD
Short description: When logging in to HelpDesk, I receive a fatal error. The errors: com/sun/org/apache/xerces/internal...
Resolution: This problem is happening because you are trying to use Java version 1.6 when integrating with Groupwise. To integrate with Groupwise 7, you must use the Java JDK version 1.5, for the time being. Change the JAVA_HOME variables to point to the 1.5 version. See the article Setting the JAVA_HOME Var...
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Viewed: 491
Group: eHD Standard Support
Last modified: Mar 4, 2010
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Article # 36
Email to Ticket problems
Short description: This article may help resolve some problems with the email to ticket feature....
Resolution: Some things to try:1. Make sure IMAP is enabled. Follow this article to find out how to enable IMAP in Exchange Server 2007: http://technet.microsoft.com/en-us/library/bb124489(EXCHG.80).aspx2. Try checking the Use SSL checkbox on the Incoming Mailbox setup page.3. If you have connection control e...
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Viewed: 443
Group: eHD Standard Support
Last modified: Mar 10, 2010
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Article # 40
How to use the LDAP field setup-version 8.X
Short description: This explains how to use the LDAP field set up in HelpDesk version 8.X. The LDAP field setup allows ...
Resolution: To search for a user, you must type in their fully distinguished name (format: cn=jsmith, etc....). If you have a base DN set up, do not put that at the end of the context. For example, if your base DN is o=gl, and you are located at cn=jsmith, ou=Support, o=gl, then in the LDAP field setup field, y...
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Viewed: 416
Group: eHD Standard Support
Last modified: Mar 4, 2010
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Article # 5
How do I change HelpDesk to run on port 80 instead of port 8080?
Short description: This knowledgebase article will give instructions on how to remove the :8080 out of the URL for th...
Resolution: Please view attached document....
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Viewed: 397
Group: eHD Standard Support
Last modified: Mar 10, 2010
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Article # 47
Netware/Tomcat/Apache information
Short description: This article gives information about how to set up the configuration files and troubleshoot HelpDesk...
Resolution: First of all, on Netware installs, you need to make sure that the grouplink.conf or grouplink-nw.conf file is in the /tomcat/conf/ directory. This file links tomcat with apache and it must also be referenced in the httpd.conf file located in the /apache2/conf/ directory. The grouplink.conf file must...
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Viewed: 372
Group: eHD Standard Support
Last modified: Mar 10, 2010
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Article # 28
Database Connectivity errors:
Short description: A brief description of what the errors mean and where you should start...
Resolution: Could not connect to database: the login fails.This will only happen when you re trying to connect to a MSSQL server that is running in windows authentication mode. ContactWise needs mixed mode in order to work. If this pops up in postgres or oracle, make sure that the ODBC DNS entry you created in ...
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Viewed: 359
Group: ContactWise Standard Support
Last modified: Mar 10, 2010
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Article # 11
Reporting Error-GroupWise
Short description: Problem: When I click on Reports I get a fatal error. This error may also occur trying to login to...
Resolution: Resolution: This is most likely happening if you are running on Netware and you re using GroupWise integration. To resolve this issue, log in to HelpDesk as the System Administrator. Click on Application Configuration-Collaboration. Un-check the box next to GW 7.X. Check the box next to GW 6.X (even...
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Viewed: 326
Group: eHD Standard Support
Last modified: Mar 10, 2010
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