Errors, "Server was unable to process request" and "is not authorized to use Helpdesk"

Products

• Workflow Solution

Issue/Introduction

"Server was unable to process request" and "is not authorized to use Helpdesk" errors show up in the Workflow logs during the execution of a component that accesses a Helpdesk environment. Here is the full exception:

Error,Thursday, September 18, 2008,System.Exception: Execution Exception ---> System.Web.Services.Protocols.SoapException: System.Web.Services.Protocols.SoapException: Server was unable to process request. ---> Altiris.AppWeaver.AppWeaverException: : is not authorized to use Helpdesk.
   at Altiris.Helpdesk.Web.WebService.UpdateWorkItem(String workitemId, Int32 workitemVersion, NameValue[] workitemData, String notifyRuleIDs, Attachment[] attachments, String auxdata, Boolean mergeAuxData, UploadedFileList upl, WorkItemCommitOptions commitOptions)
   at Altiris.Helpdesk.Web.WebService.WorkItemCreate(NameValue[] workitemData, String notifyRuleIDs, Attachment[] attachments, String auxdata)
   --- End of inner exception stack trace ---

Cause

The authentication methods for the WebService.asmx page under AeXHD is set incorrectly. (Modified from the default installation settings for Helpdesk). it was discovered that "Enable anonymous access" had been turned on and that "Integrated Windows authentication" had been turned off.

These options prevent the WebService.asmx (which the Workflow components use to interface with the Helpdesk system) from properly authenticating to the Helpdesk system.

Resolution

Uncheck Enable anonymous access and check Integrated Windows authentication.

Applies To
Altiris Workflow Solution 6.0