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 version 9.1....
Resolution: Download the latest version of everything HelpDesk at http://downloads.grouplink.netFor instructions on upgrading, see the attached document - Upgrading eHD to 91.pdf...
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Viewed: 1331
Group: eHD Standard Support
Last modified: Sep 9, 2010
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Article # 3
How to set the JAVA_OPTS variables - For PermGen or "Java Heap Space" errors
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: 1010
Group: eHD Standard Support
Last modified: Sep 9, 2010
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Article # 2
How to set the JAVA_HOME variables
Short description: HelpDesk runs best on the JDK version of Java 1.5/5.0. The HelpDesk installer will not run on the JR...
Resolution: For Windows: TO check which java version tomcat is looking, go to the tomcat manager (http:// your server name :8080/manager/html), scroll to the bottom, and check the JVM version. Follow these instructions to change the JAVA_HOME variable: Right-click on My Computer and select properties Click on ...
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Viewed: 717
Group: eHD Standard Support
Last modified: Sep 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: 595
Group: eHD Standard Support
Last modified: Sep 8, 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: 583
Group: eHD Standard Support
Last modified: Sep 7, 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: 538
Group: eHD Standard Support
Last modified: Sep 8, 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: 501
Group: eHD Standard Support
Last modified: Sep 8, 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: ***Note that as of 9.1 the eHelpDesk installer allows you to choose which port you want Tomcat to listen on. We recommend you select your port using the installer.*** Please view attached document....
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Viewed: 492
Group: eHD Standard Support
Last modified: Sep 9, 2010
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Article # 71
Installing Grouplink SSL Certificate
Short description: Steps to installing an SSL Certificate. Works with secure connections LDAP or a Mail server....
Resolution: You can download the SSL Certificate from http://downloads.grouplink.net/pub/eHD/Configuration/InstallCert-1.4-Key1.zip to your helpdesk server. You ll then want to extract the zip file to a folder that you ll be able to locate through the command promptYou ll need to know what version of java that...
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Viewed: 485
Group: eHD Standard Support
Last modified: Sep 9, 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: 469
Group: eHD Standard Support
Last modified: Sep 2, 2010
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