After installing ServiceDesk, I see the following error or errors. What is the best way to troubleshoot them?
"License does not allow use of web part [SearchTextPortalWebPart]"
"License does not allow use of web part [Inline|FrameView]"
Note: This KB applies to ServiceDesk 7.0 the equivilent KB for ServiceDesk 7.1 is. ServiceDesk Licensing Error Messages and Troubleshooting Ideas
Note: This KB applies to ServiceDesk 7.0 the equivilent KB for ServiceDesk 7.1 is.
ServiceDesk Licensing Error Messages and Troubleshooting Ideas
If you've gone through this HowTo and the licensing.asmx page on the Notification Server returns the proper licensing count, you'll want to check and see if there are licensing errors such as the following in the logicbase.serverextenstions.log:
Error,Monday, January 31, 2011 11:02:55 AM,Connection failed. Returning no license present. Please check your Notification Server settings. System.Net.WebException: The remote server returned an error: (500) Internal Server Error.
If you do see these errors then the credentials specified in the Notification Server Credentials tool are being rejected.To correct this, open the Notification Server Credentials Tool and edit the machine name to IP or Netbios name, the Domain from FQDN to Netbios name and verify the User name and password.
Environmental issues may also cause licenses to fail to work, such as not being able to communicate with the Notification Server, low resources on the ServiceDesk server, network latency, DNS issues, etc. Check the logicbase.serverextensions log in the <ServiceDesk_installation_drive>:\Program Files (x86)\Altiris\Workflow Designer\Logs folder for license errors. If license errors are still occurring in this log after all of the above steps have been performed, if possible, reboot the ServiceDesk server and also the Notification Server to see if this helps. If not, then there may be more serious environmental issues occurring that are the root cause.
Can Helpdesk 6.0 licenses be used with ServiceDesk 7.0, or ServiceDesk 7.0 licenses uses with Helpdesk 6.0?
ServiceDesk 7.1 Licensing Error Messages and Troubleshooting Ideas