Can the Windows Event Logs be used to correctly diagnose issues for Workflow or ServiceDesk?

Article:HOWTO21502  |  Created: 2010-01-07  |  Updated: 2010-09-22  |  Article URL http://www.symantec.com/docs/HOWTO21502
Article Type
How To



Question
 

You want to know if the Windows Event Logs can be used to troubleshoot Workflow or ServiceDesk, especially installation issues.

Answer
 

During the Workflow and ServiceDesk installation, and after they are installed, entries are made into the Windows Event Logs, such as the Application Log. Entries are added by .NET and are based off of a specific security level alert. Because of this, many entries are added, which may appear to be errors or warnings, but which are usually part of the normal logging process. The vast majority of these can be safely disregarded as many are often normal entries, not necessarily indicating that there are issues present.

Trying to troubleshoot Event Log errors and warnings can be difficult in that they often will provide little or misleading information. If you are not seeing any noticeable issues when using Workflow or ServiceDesk, it is likely there are no significant issues occurring, regardless of what may appear in the Event Logs.

The best recommendation for troubleshooting possible Workflow or ServiceDesk issues is to review the Logging and Configuration Tool instead, which will display any errors or warnings generated directly by these products. The Windows Event Logs could then be used to cross-reference issues, which may or may not provide relevant troubleshooting information.

Before looking at the logs for Workflow or ServiceDesk, the steps to reproduce the issue should be known. (In some cases this is not possible.) Reproduce the issue, then examine the logs to see what may be recorded as errors. If no visible issues are occurring (there are no steps to reproduce), looking at the logs may not yield useful information either, such as if there is a resource or environment issue occurring, but which is not visibly causing any issues or errors. In these situations, examine the environment (add additional memory, etc.) to troubleshoot the issue. This may end up requiring tuning to the SQL Server and/or operating system that the products run on.

 

For specific error messages, please refer to the Altiris Knowledge Base for more information.

Related Resources

Common Windows Event Errors
http://www.symantec.com/business/support/index?page=content&id=TECH127583


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