Article # 76
The new version of eHD no longer works with my License!
Short description: Some things to try if your license file isn t working with your new version of everything Helpdesk...
Resolution: 1. First of all, check your Upgrade Protection Date. If this date is passed, then you will NOT be able to upgrade to the latest version without first either renewing your product upgrade protection or obtaining a new license file that has the proper upgrade protection date. To check this date, logi...
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Viewed: 115
Group: eHD Standard Support
Last modified: Aug 30, 2010
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Article # 18
Oracle logs keep building up in tomcat
Short description: Sometimes when running HelpDesk with an Oracle database, the tomcat logs build up quickly, and end u...
Resolution: What usually happens is the Oracle listener comes offline or something breaks the IP state or communication to Oracle from the Tomcat server. Tomcat tries over and over to connect, generating a log entry each time, usually about 5 a second. Find out if you are stopping the Oracle server for any rea...
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Viewed: 112
Group: eHD Standard Support
Last modified: Aug 16, 2010
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Article # 30
Call list subject additions
Short description: A bug in the DBadmin can prevent you from modifying call list subjects....
Resolution: If your DBadmin is displaying bogus or nonexistant placed a call subjects, then the easiest thing to do is go around the DBadmin and insert the call list subjects directly into the database. The CW_OPTIONS table contains much miscellaneous data about how the menus work and what fields are in them. F...
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Viewed: 110
Group: ContactWise Standard Support
Last modified: Sep 9, 2010
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Article # 88
Replying to Scheduler emails doesn't update ticket
Short description: Replies to the scheduler don t get applied as updates to the ticket, they create new tickets...
Resolution: Use the following syntax in the subject line of the scheduler {TID:{TID}} This should format the ticket ID correctly so that email to ticket doesn t keep generating a new ticket from the Out of office auto-reply emails or other responses to the scheduler....
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Viewed: 109
Group: eHD Standard Support
Last modified: Sep 6, 2010
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Article # 128
Zen10 Embedded Sybase Support Through ODBC Connection
Short description: The attached document will instruct you how to create an ODBC connection to your embedded Zen10 Syba...
Resolution: See the attached document for instructions to create an ODBC connection to the Zen10 Embedded Sybase database....
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Viewed: 104
Group: eHD Standard Support
Last modified: Sep 9, 2010
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Article # 117
Category and Category Option Template
Short description: What categories and category options should I use for my newly configured eHelpdesk system?...
Resolution: Here is a template you can use to help you define some categories and category options. Keep in mind, this is merely a template to give you an idea of how other people have configured the eHelpdesk system to get you started. You may use more or less categories and category options depending on your ...
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Viewed: 103
Group: eHD Standard Support
Last modified: Sep 9, 2010
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Article # 91
Tomcat service won't start with a prunsr.c failed creating java (jvm.dll) error
Short description: Tomcat wouldn t start on Windows server 2003, Java 6 JDK, and Tomcat 6. With the following log error...
Resolution: After googling, this is usually happen because of missing msvcr71.dll file. However tomcat doesn’t use msvcr71.dll directly, it’s used by the Java Virtual Machine (JVM). Here is the few solutions, try it out. 1) Copy msvcr71.dll from java’s bin directory to tomcat’s bin folder 2) Add java’s bin dire...
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Viewed: 101
Group: eHD Standard Support
Last modified: Aug 24, 2010
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Article # 116
Getting access denied when logging in with Admin
Short description: Sometimes when logging in with Admin for helpdesk you ll get an error message of Access Denied ...
Resolution: To fix this you ll need to do a few things. Depending on the type of database you have, will determine how you handle these steps. 1. Make a backup of your database. You ll be editing a row on your database.2. You ll need to access the user table in your helpdesk database and look for the adm...
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Viewed: 101
Group: eHD Standard Support
Last modified: Aug 16, 2010
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Article # 25
Rolling a MSSQL2005 database back to MSSQL2000 format
Short description: Sometimes it just needs to be done...
Resolution: Download this:http://www.microsoft.com/downloads/details.aspx?familyid=56E5B1C5-BF17-42E0-A410-371A838E570A displaylang=enAfter downloading this file, the process is pretty simple.MicroSoft s Instructions:Install any required components from above that have not already been installedClick the Downlo...
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Viewed: 99
Group: ContactWise Standard Support
Last modified: Sep 8, 2010
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Article # 24
Opportunity history view fix for report builder post 7.21
Short description: Sometimes opportunity history view information doesn t populate in the report builder right. This is...
Resolution: Takes care of bad or missing fields in report builder for this version. Should be fixed in version 7.3 Run this in your query window.----------------------------------------------------------------------------------------------------- CW 7.2.1 Report Builder Data Dictionary Fix Script---------------...
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Viewed: 98
Group: ContactWise Standard Support
Last modified: Sep 3, 2010
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