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: 464
Group: ContactWise Standard Support
Last modified: Sep 7, 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: 355
Group: eHD Standard Support
Last modified: Sep 3, 2010
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Article # 44
No one is receiving an email notification when a ticket goes to the ticket pool
Short description: Even when the email nofication checkbox is checked, no one receives an email notifying them that a n...
Resolution: On HelpDesk version 8.1.1 and higher, there is a new feature which allows you to specify who receives an email notification when a ticket is assigned to the Group Ticket Pool. The default for this option is that everyone is unchecked, which means that if a ticket is assigned to the ticket pool NO ON...
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Viewed: 342
Group: eHD Standard Support
Last modified: Sep 9, 2010
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Article # 16
Reporting Error-MySQL
Short description: When clicking on Reports in the Management Console, I get a fatal error. May include the following...
Resolution: This usually occurs with NetWare users and the reason this is happening is because you are running MySQL version 4.0. HelpDesk is not compatible with MySQL versions prior to version 5.0 Although HelpDesk will run with seemingly no problems, it is highly recommended not to run HelpDesk with MySQL ver...
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Viewed: 328
Group: eHD Standard Support
Last modified: Sep 9, 2010
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Article # 41
Email to Ticket behaving weirdly - rfc822
Short description: We have been seeing some weird behavior from one of our beta users. First here is a message from th...
Resolution: June 3, 2008 12:14:00 PM - SYSTEM ADMIN - Ticket Update
Ticket changes:Status: from Resolved to Closed
May 20, 2008 12:14:24 PM - Jayme Hafen - resolved
...
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Viewed: 282
Group: eHD Level Three Support
Last modified: Sep 9, 2010
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Article # 46
Email to ticket not picking up emails with attachments
Short description: We saw this problem during testing when the app was deployed to the builtin Tomcat on a SLES server....
Resolution: This is the error message that we can look for to determine that this is the SLES Tomcat mail jar conflict problem:java.lang.NoSuchMethodError: javax.mail.internet.MimeBodyPart.saveFile(Ljava/io/File;)V These are the conflicting jars in the SLES Tomcat and should be removed from the Tomcat common/l...
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Viewed: 270
Group: Installs & Migrations
Last modified: Sep 1, 2010
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Article # 70
UTF-8 Encoding
Short description: How to setup the system for special characters (Ñ Å,Ä,Ö)...
Resolution: ApacheGenerally you don t need to worry about Apache. However, if you are doing some proxying with mod_proxy then you might need to have a think about this. If you ve got encoded characters in URL that you need to convert into some query string for your underlying app then you re going to have a st...
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Viewed: 268
Group: eHD Standard Support
Last modified: Sep 9, 2010
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Article # 48
How to create a second instance of Tomcat on a Windows server
Short description: The following article was submitted by a Bryan, GroupLink customer running the HelpDesk. It explains...
Resolution: 1) Copy the target directory of the first instance to a new target, e.g. C:\Tomcat55 C:\Tomcat.eHD 2) In the target directory, rename the c:\tomcat.eHD\bin\tomcat5w.exe to a different namee.g. TomcateHDW.exe 3) Edit c:\tomcat.eHD\conf\server.xml and change all port references to this file by ad...
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Viewed: 264
Group: eHD Standard Support
Last modified: Sep 7, 2010
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Article # 81
eHD Microsoft SQL Server 2008 support
Short description: This article will guide you through the necessary steps to add SQL 2008 support to eHD...
Resolution: In order to user eHD with SQL 2008 you must change out your JDBC driver jar files manually. Attached to this article are the SQL Server 2008 JDBC driver .jar files for both Java 1.5 and Java 1.6. Here are the steps to manually switch to the new version: 1. Shutdown Tomcat. 2. Remove the previo...
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Viewed: 262
Group: eHD Standard Support
Last modified: Sep 9, 2010
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Article # 34
Running HelpDesk on a secure port (https) SSL
Short description: Although GroupLink Support does not support the set up of HelpDesk on a secure port, please refer to...
Resolution: See document attached. This is document is provided as-is with no warranty or support. Ensuring your eHelpdesk server meets your security requirements in your environment is your responsibility....
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Viewed: 244
Group: eHD Standard Support
Last modified: Sep 9, 2010
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