ServiceDesk

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  • 1.  Service Desk primary contact lookup error

    Posted Nov 10, 2010 11:49 AM

    Attached are snapshots to reproduce an error we see and I was wondering if anyone else has encountered this yet?

    Steps to reproduce:

    1. Create a new incident;

    2. Try to add a primary contact by either entering parts of the name or directly entering the search window so that you are taken to the "Manage Primary Contact" window (see snapshot #1);

    3. Once found, select the primary contact by clicking the right hand side link;

    4. An error appears (see attached snapshot #2);

    5. Back in the main incident window, the contact is correctly displayed (see snapshot #3).

    Thanks for feedback on this,

    -BBC



  • 2.  RE: Service Desk primary contact lookup error

    Posted Nov 10, 2010 12:42 PM

    Can you look at the application log on the server and post the error that appears at the same time as the error through Service Desk?

     

    Bill



  • 3.  RE: Service Desk primary contact lookup error
    Best Answer

    Posted Nov 10, 2010 07:25 PM

    We had the exact same issue. Two items to check:

    1. If you are using SSL - go to admin->data->application properties in the process manager, then click "serivcedesk settings". We had specified that we would be using a cert during the setup, but had to manually edit the URLs listed here to begin with HTTPS instead of HTTP.

    2. verify that your workflow server is getting a license. we were seeing errors in the log indicating the server was not licensed. i know it isn't supposed to need one, but we had to launch the symantec workflow explorer from the task tray on the workflow server, and configure the SMP server in the credentials section. once we got that configured, it started working for us.