Canned Responses' Fixes
Joined: 29 Jun 2011
Topic: Canned Responses' Fixes
Posted: 17 Aug 2012 at 11:59am
If there is a canned response error like this there are a few places to check.Edit: This guide will be most useful if your WhosOn database is on the same machine as the WhosOn server. If your database is on a seperate machine then still follow this guide but take note that the user that WhosOn uses to access the database will be the one defined wihtin the database connection and not the user of the application pool.
1. Check that the Web reports work, the Canned Responses uses the same application so if there is a problem with these there is probably going to be a problem with the canned responses. To check, open the client remotely, and click the Web Reports button on the Reports tab. If it doesn't load, check that the URL is set correctly in the Server -> Administrator -> File -> Program Options -> Remote Access -> Web Charts -> Web Charts URL.
2. Does the WhsOnCharts IIS AppPool user have write access to the database
Then in IIS you need to check that the user is in the main ‘security’ folder and not the database folder.
Then go into the users properties and check the User Mappings for the WhosOn DB and ensure that 'dataread' and 'datawrite' are checked. If you are unsure which database is in use you can normally check by seeing which has data or just add permissions to both.
Then just click OK and this step is complete.
3. Check that the “UserCannedResponse” table in the WhosOn database has the correct columns most commonly SkillID (earlier releases of 2012 failed to add one particular column so it is normally this that is missing)
If this column is not present then add it to the table, this just needs to be of type ‘int’ and nulls are allowed.
This should be all you need to know in regards to canned response errors.
Edited by Daniel - 28 Dec 2012 at 5:13pm
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