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URL from Web Help Desk emails, attachments, FAQs and surveys does not load

This article shows how to resolve an issue where the URL from Web Help Desk emails, attachments, FAQs and surveys does not load

First published date

7/24/2020 6:40 PM

Last published date

7/30/2020 9:35 PM

Overview


Web Help Desk application uses the value at  Setup > General > Options > Server DNS Name field. to generate all URLs to the server. These include URLs to tickets, attachments, FAQs and surveys. The value of this field is sometimes different to the actual URL or DNS that is used to access the Web Help Desk portal as this setting is often overlooked by the Web Help Desk administrator.

Sample scenarios
Example 1:
  • Current Web Help Desk URL is 'https://webhelpdesk.com'
  • The Server DNS Name is 'helpdesk'.
  • The URL that will be used in the emails, attachments, FAQs and surveys will be 'https://helpdesk' and not 'https://webhelpdesk.com'


Example 2:
  • Current Web Help Desk URL is 'http://10.1.1.x'
  • The Server DNS Name is 'helpdesk.server01'.
  • The URL that will be used in the emails, attachments, FAQs and surveys will be 'http://helpdesk.server01' and not 'http://10.1.1.x'


Depending on the DNS or firewall settings, the Server DNS Name might be unreachable from external machines.
Ideally, the Server DNS Name should always be the same as the actual Web Help Desk URL (either IP address, local DNS or public DNS) that is used to access the Web Help Desk portal.
 

Product section

Web Help Desk

Cause

The Server DNS Name configured in Web Help Desk is incorrect.

Resolution

 
  • Log in to Web Help Desk as an administrator
  • Go to Setup > General > Options
  • Look for the Server DNS Name field
  • Change this value to the actual Web Help Desk URL (either IP address, local DNS or public DNS) that is used to access the Web Help Desk portal.
  • Set the port to be used, either HTTP or HTTPS in the Force HTTPS field.