Layton ServiceDesk - Troubleshooting - Images Not Displayed or File Links Broken

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Overview

When Layton ServiceDesk is installed, the install path is written to the database. If the application is moved to another server, the path may not be updated. This will cause images to not be displayed or links to files to be broken.

Analysis

In Management Studio, run this query:

   SELECT	sys_admin_value AS "Current Path"
   
   FROM		[admin]
   
   WHERE	sys_admin_id = 'ap_serverpath'

The result is the currently configured path. Compare this to the URL in your browser's URL field. If it's different, it needs to be changed in the database.

Fix

By default, the URL is http://servername/laytonservicedesk. Replace ENTERPATHNAMEHERE in the below query with your path, including the port number (default :80). For example, if your path is

   http://ithelpdeskserver/laytonservicedesk

then the path to enter will be

   http://ithelpdeskserver:80/laytonservicedesk

You must get this right.

Query

   DECLARE	@Path VARCHAR(255)
   SET		@Path = 'ENTERPATHNAMEHERE'
   
   
   UPDATE	[admin]
   
   SET		sys_admin_value = @Path
   
   WHERE	sys_admin_id = 'ap_serverpath'

Open an existing Request containing images or files to ensure that the path is correct.

Pre-6.5.7

Note that if you are running a version earlier than 6.5.7, the query will fail if your path is greater than 50 characters, as that is the length of the column. We advise you upgrade to the latest version as soon as possible, but in the meantime, use the IP address, e.g.:

   http://10.1.1.10:80/laytonservicedesk

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