Troubleshooting

Business Rules

Condition Troubleshooting
Criteria Options for Rules and Reports
Roles Index - RBAC

Common Issues

Q. How do I re-index the ServicePRO database?

A. In SQL Server Management Studio, expand SQL Server Agent, Expand Jobs
Right-Click the job: ReIndex Selected Indexes - HS2000CS and select Start Job at Step Note: System may slow down while re-indexing is taking place, suggested to run in non peak hours. Always backup your database first.

When using SQL Server Express there is no Server Agent, you must manually execute the re-index stored procedure with:

USE HS2000CS
GO
EXEC hssp_dba_IndexDefrag;

Q. We just upgraded to the latest version of ServicePRO and it now hangs at 'Initializing'.

A. Clear your browser cache.

Q. How do I remove a Named License from a Support Rep?

A. Goto Setup/Administration -> ServicePRO Objects -> Manage Users -> Click on the user your wish to remove and click Remove Named License from the ribbon toolbar.

Q. How can Support Reps get an alert when a request is updated?

A. Alerts can be setup through User Options. Go to the communication tab and select Alerts. An alert will be generated if anyone updates the request. Pop-up alert will appear in the middle of the screen and must be clicked before continuing, the Desktop Alert appears as a small pop-up in the lower right corner and does not require clicking anything to continue.

Q. Application is slow after purging requests

A. Purging requests will result in fragmenting indexes on many of the key tables. Run the Re-Index job in SQL Server Management.

Q. How to hide a request type from showing on the self service portal.

A. End Users only have the dispatch permission. Open the Custom object Designer, select the Request Type and select Grant Access. Uncheck the Dispatch Update and View roles. Save the new permissions, Save the Request Type.

Q. You receive the following error when running a report.

A. You need to increase the Maximum Records for a generated report. Goto Setup/Admin -> Configuration -> System Options. On the General Tab, increase the number of records under the reports section.

Enable/Initialize Active Directory pass-through in ServicePRO

1. Add the ServicePRO site to trusted sites.
   
2. From Internet options, Go to custom levels to change the Authentication:
   
   
   

   Trusted Sites
3. Select Automatic Logon with Current User name and Password.
   
   
   

   User Authentication
4. Once you make these changes, Launch ServicePRO site from IE. Once the site is launched successfully without closing the site, launch ServicePRO from OOB. This is only to initialize the Active Directory pass through in ServicePRO.

Disable FIPS policy in ServicePRO

FIPS stands for “Federal Information Processing Standards.” It’s a set of government standards that define how certain things are used in the government–for example, encryption algorithms. FIPS defines certain specific encryption methods that can be used, as well as methods for generating encryption keys. It’s published by the National Institute of Standards and Technology, or NIST. The setting in Windows complies with the US government FIPS 140 standard. When it’s enabled, it forces Windows to only use FIPS-validated encryption schemes and advises applications to do so, as well.

To check if FIPS is enabled on the ServicePRO web server, follow these steps:

1. Press Windows Key+R to open the Run dialog.
2. Type “regedit” into the Run dialog box (without the quotes) and press Enter.
3. Navigate to “HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Lsa\FipsAlgorithmPolicy\”.
4. Look at the “Enabled” value in the right pane. If it’s set to “0”, FIPS mode is disabled. If it’s set to “1”, FIPS mode is enabled.

ServicePRO is not currently compatible with the FIPS standard and if it's enabled the ServicePRO website or desktop client will not load. When trying to access ServicePRO, you may see the following error in C:\HelpSTAR\HSSITES\HSSupportNET\web\Config\Logs:
"System.InvalidOperationException: This implementation is not part of the Windows Platform FIPS validated cryptographic algorithms."

The steps below will disable it for the ServicePRO websites only:

1. Create the folder AppPoolClrConfig in c:\inetpub
2. Create a configuration file, c:\inetpub\AppPoolClrConfig\spiis.config, with the following content:
   < configuration >
   < runtime >
   < enforceFIPSPolicy enabled = "false" / >
   < /runtime >
   < /configuration >
   
   
3. Create a batch file (i.e. 'DisableFIPS.bat') with the following content and run it:
   icacls c:\inetpub\AppPoolClrConfig\spiis.config /grant "IIS APPPOOL\HSCloud9Pool":(R)
   icacls c:\inetpub\AppPoolClrConfig\spiis.config /grant "IIS APPPOOL\HSServicPROPool":(R)
   icacls c:\inetpub\AppPoolClrConfig\spiis.config /grant "IIS APPPOOL\HSServicPROPool.Service":(R)
   
   %windir%\System32\inetsrv\appcmd.exe set config -section:system.applicationHost/applicationPools /[name='HSCloud9Pool'].CLRConfigFile:"c:\inetpub\AppPoolClrConfig\spiis.config" /commit:apphost
   %windir%\System32\inetsrv\appcmd.exe set config -section:system.applicationHost/applicationPools /[name='HSServicPROPool'].CLRConfigFile:"c:\inetpub\AppPoolClrConfig\spiis.config" /commit:apphost
   %windir%\System32\inetsrv\appcmd.exe set config -section:system.applicationHost/applicationPools /[name='HSServicPROPool.Service'].CLRConfigFile:"c:\inetpub\AppPoolClrConfig\spiis.config" /commit:apphost
   
   %windir%\System32\inetsrv\appcmd.exe set config -section:system.applicationHost/applicationPools /[name='HSCloud9Pool'].managedRuntimeLoader:"" /commit:apphost
   %windir%\System32\inetsrv\appcmd.exe set config -section:system.applicationHost/applicationPools /[name='HSServicPROPool'].managedRuntimeLoader:"" /commit:apphost
   %windir%\System32\inetsrv\appcmd.exe set config -section:system.applicationHost/applicationPools /[name='HSServicPROPool.Service'].managedRuntimeLoader:"" /commit:apphost
   
   iisreset
   pause
   
   All files should register properly.
   Note: The above batch file will restart IIS so any other web applications hosted on this server might be interrupted.
4. Start ServicePRO. It should launch normally.

HelpSTAR Issues

HelpSTAR 2012 client Freezing after Windows updates