Looking on the Notification Server logs, some errors referring to the Altiris Incident Database can be seen as well for the Helpdesk.Services. In this case the Helpdesk Solution is not installed on the Notification Server. The errors that they see are like these ones:
Unknown. Possible lost of connectivity to the Incidents database.
Even though the Notification Server logs shows references of "Helpdesk.Services" when the Helpdesk Solution is not installed, it is because the Altiris_Incidents database is created by default by the Notification Server when it is installed. There is a simple version of Helpdesk
that is installed on the Notification Server by default. That is the reason why there is a
Incidents tab in the Altiris Console when Helpdesk Solution is not installed the all.
In order to resolve this issue, please verify some settings on the Configuration page:
Verify that you have a database assigned or that is not blank under Configuration tab > Server Settings > Notification Server Settings > Incident Settings.
If the database field is empty, add it. Usually the database is called Altiris_Incidents.
If you have the Altiris_Incidents selected already, you may see a message saying: "This database is not an Incident database." Ignore this for now.
Click on Test Connection to see if there are not problems connecting to the Incidents database. You probably see a message saying: "Alert Manager was able to successfully connect to the SQL Server. Alert Manager will create this database."
Click Apply. It will create the necessary connections to the Incidents database.
Note: In case that after following the steps above you still have the same error message, see the following recommendations:
This issue can appear if you've recently gone through NSsetup and didn't repair the NS rollup afterwards. Open Add or Remove Programs, find "Altiris NS 6.0 SP3 Update (KBxxxxx)" and repair it. Next, open the Incident Settings page and click Apply.
If the Incident database is connecting fine or exists, verify that the 'sp_getnextqueuedjob' stored procedure exists in the Altiris_Incidents database. If it doesn't exists, you may need to run a Repair on the Incidents application or Helpdesk Solution if it is installed. See article 34275, "How do I run a repair on Alert Manager for Helpdesk?"
Verify the ODBC tests successfully. Verify the Instance name and that it's pointing to the Altiris database. If connection fails, make sure the NT authentication is being used. If ODBC test returns the error "Cannot Generate SSPI Context", check to see if the SQL server is running with a Domain Administrator account. Change the account to a local admin account and test it again.
As well see some references of the error in the Microsoft KB Articles: http://support.microsoft.com/kb/811889 because there is the possibility that it is a Microsoft issue with the SQL Server.
Applies To Notification Server 6.0.6074 SP3 Windows Server* 2000 SP4 SQL Server* 2000 SP4
Imported Document ID: TECH35542
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