Help Desk New Incidents unavailable
Updated: 21 May 2010 | 6 comments
We've been using Help Desk Solution for years and have never lost the ability to create New Incidents, access Reports, Tasks, perhaps other issues are wrong that we haven't yet tested. We can bring up the Worker View and find incidents, but the New Incidents feature disappeared from the Dashboard View and isn't working if we go to it directly. We noticed Reports and Tasks not working yesterday, then, today, the New Incidents disappeard. We know it's involving NS.
We've put in a critical call to Symantec. Has anyone had a similar problem?
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Any errors?
If you go to your Notification Server and open the Altiris Log Viewer, are there any errors?
You said if you go to New Incidents directly, it doesn't work. Do you get an error message? In what way does it not work?
Mike Clemson, Systems Engineer
Intuitive Technology Group -- Symantec Platinum Partner
We've reviewed the logs and
We've reviewed the logs and the main error is:
Everything isn't available now, so NS is totally down.
Restart services
If Altiris isn't working at all, it can't hurt to restart all of your Altiris services, or if your design allows, reboot the NS, then confirm all Altiris services are running.
Where does that get you, if anywhere?
Mike Clemson, Systems Engineer
Intuitive Technology Group -- Symantec Platinum Partner
Yea, we restarted all
Yea, we restarted all services and the whole thing is still down. The only thing I noticed before rebooted the server housing NS is that Windows updates were wanting to be run (as option in theshutdown/restart menu to "install updates and shutdown" ).
I didn't run the updates at the reboot, but, another techdid install the updates when he looked at the NS issue. That's the only "change" to the server environment that has occurred, but, although I know windows updates can hang things at times, I've never seen them wreak any havoc if not run in the manner described, especially after they're run.
What error for New Incidents?
What error do you get for New Incidents?
Has Symantec really not returned your critical call yet?
Mike Clemson, Systems Engineer
Intuitive Technology Group -- Symantec Platinum Partner
Did your critical updates
include Internet Explorer 8? This can cause issues with the Altiris NS Console, specifically Helpdesk. Also, for the closed connection, check to see if your website is running in IIS Manager.
Jim Harings
HP Enterprise Services
1st Rule of Connect Club: Mark the post that helped you the most as a 'solution'. 2nd Rule of Connect Club:You must talk about Connect club.
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