5.1 Troubleshooting

The common troubleshooting scenarios are:

5.1.1 Cannot see ZENworks menu option in the Setup

  1. Log in to the Novell Service Desk user interface as a supervisor or administrator.

  2. Click Setup > Privileges > System.

  3. In the General Settings panel, set the Enable ZENworks Integration option to On.

    ZENworks menu option shall be available in Setup

5.1.2 Error message on clicking the Bundles icon in the ZENworks Tools panel of the request summary screen

  1. Verify that the time difference between ZENworks Primary Servers and Novell Service Desk Server is within 1 minute.

  2. Verify that the user has correct roles and privileges in ZENworks Control Center.

5.1.3 Can assign bundles to devices but unable to assign to users

Can assign bundles to devices but unable to assign to users, fails with the error message: Warning Fail to assign the Bundle to user(s): <username>. Contact ZENworks administrator for more details on the operation failure.

  1. Ensure that ZENworks Configuration Management and Novell Service Desk refer to the same LDAP source.

  2. Verify that the LDAP source name used in Novell Service Desk and ZENworks Control Center are the same.

  3. Verify that the user has correct roles and privileges in ZENworks Control Center.

5.1.4 Error message on clicking the Remote Control icon in the ZENworks Tools panel of the request summary screen

  1. Verify that the GUID field in the Advanced settings of LDAP configuration is appropriately configured according to the LDAP source used. In the drop-down list for GUID field, ensure the below parameter is selected:

    • GUID for eDirectory

    • objectGUID for Active Directory

    • entryUUID for OpenLDAP

  2. Ensure valid viewer plugins are downloaded and installed.