dominique

I have the latest version of NS 6.0 #19 and all solution up-to-date HD 668...
I checked the Indexing services under add/remove program (components) are checked and available.
but still I cannot access the knowledge base on the helpdesk solution???
Knowledge base unavailable
add Indexing service in add/remove program which is already installed.

I uninstalled it and re-install it I am getting the same error...

any idea... it is a new installation from scratch with the latest vesion available from altiris.

Thanks
Dominique

JeremyDallas

Can you drop your log files on here so we can see what error is being given when you hit the page.

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JEREMY SMITH

dominique

Which log files do you need for this analysis?
As I am actually moving between sites I will be able to drop the files tomorrow.

Thanks,
Dominique
Spokane, WA

dominique

the service was downloaded but not started


Thanks,
Dominique

Mike

Have you "configured" the knowledge base? You need to setup the configuration from the configuration tab and create the default library and scopes

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Mike Ainsworth

dominique

Yes I did this steps but it still appears empty.

How the sources are filled up?
How the Public Libraries are getting informations, documents?

Thanks,
Dominique

sgrasso

I have been running helpdesk for a while now from 5.x up to the current 6.0.628 hf 18

What I noted are the default public library when setup is empty until you either publish articles or load data manually from any number of sources.


I also installed the KBI libraries of prepopulated data (extra cost) that sounds like what your expecting to see.

dominique

So it seems there is no data in the Knowledge Base of the Altiris Helpdesk module we could have for free except our own creation, I was thinking of links to existing DB like Microsoft, Dell, etc...

sgrasso

Yes, more like a file cabinet waiting to be filled.

dominique

any idea how we can fill this folders with Microsoft and or Dell Support KB

sgrasso

During my setup and testing I created several test libraries and moved some data into the folder structure to see if it would work.

try this go to your the console of the NS server you have helpdesk solution installed on. as an administrator go to the incidents tab select knowledgebase\libraries (under commands)

choose the snowflake to create a new library (call it whatever: test library name) and make sure its flagged as active. no path is needed unless you want it somewhere other then default.

At this point click OK then browse to the default location on your server;
(my server as an example)

yourserver/program files/Altiris/Knowledge Base/Libraries/test library name
and populate the article folder with your data or subdirectories of data as you prefer.

I have sucessfully used .txt and .htm format files

next you go back to the libraries page, select you new libraies and click on the refresh icon and choose discover new files to begin the indexing process.

When it completes you can search for your data.

bamotley

I'm not for sure if this is the exact same issue, but I installed Service Pack 19 from the Altiris website and it seems to fix this issue.

Also, make sure you follow the process below or you will be in danger of functioning with a damaged install of SP #19.

7.1.1 Connection to large databases times out during install

When installing Hot Fix 19 on a Notification Server using a large database, the connection to the database can time out, causing the installation to fail. The problem will usually manifest itself in a “Cannot find SpGetTree2” error when trying to access the Altiris console. To resolve the issue, navigate to the folder C:\Altiris\Notification Server\Config, open the CoreSettings.config file with Notepad, and increase the “DBCommandTimeout” value to 3600. Then run a repair of Hot Fix 19 in Add\Remove Programs.

Let me know if this helps.

dominique

I have already hotfix #19 so I will check again...

bamotley

I believe you get some positive results if you make those changes to the CoreSettings.config file and repair the install. If not...on to the next possible solution.

sgrasso

the knowledgebase (library) is empty. So you can publish incident fixes as you go. Another option install a connector to pull over data from an existing knowledge base you may have created in another trouble ticket system (remedy, phd, heat, etc) or you prepopulate a library(s) manually as I did.

but the hot fix does not create knowledge base articles.

bamotley

You will need to repair it first and then move the data over or have the capability to generate Knowledge base articles.

This repair is in response to the first post of reinstalling Indexing. Reinstalling this won't work. However, the repaired SP 19 will work.

sgrasso

I was under the impression that the database had been setup and initialized but appeared to be empty .