How can I determine whether Helpdesk customizations are causing issues?

Article:HOWTO6740  |  Created: 2007-02-15  |  Updated: 2011-08-02  |  Article URL http://www.symantec.com/docs/HOWTO6740
Article Type
How To


Question
How can I determine whether Helpdesk customizations are causing issues?

Answer
Helpdesk supports a process whereby customers can customize the Helpdesk console pages. One step in this process is the creation of a custom.config XML file, and its placement in the <DriveLetter>:\Program Files\Altiris\Helpdesk\AeXHD\ directory (or one of the subdirectories such as worker, winuser, etc.).

The <DriveLetter>:\Program Files\Altiris\Helpdesk\AeXHD\ folder is mapped by the AeXHD Virtual Directory in IIS as the entry point for the Helpdesk Web Application. The custom.config XML file defines where the custom templates are stored and allows redirection from the out-of-the-box templates to customized templates. Subdirectories such as Worker or Winuser are frequently customized and thus will have a custom.config file in the root of the respective folder which redirects to custom templates.

 

To determine whether the custom templates are the cause of an error condition being seen in the Helpdesk web application, rename the custom.config file to something like custom.config.old, restart IIS, then retry the process that was returning the error. If the error condition is no longer present, you will know that the customizations are the cause.

Related Article

Customizations in Helpdesk result in performance issues
http://www.symantec.com/business/support/index?page=content&id=TECH166127

 


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