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Canned Responses' Fixes

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Liam View Drop Down
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Post Options Post Options   Thanks (0) Thanks(0)   Quote Liam Quote  Post ReplyReply Direct Link To This Post 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

Application Pool

Then in IIS you need to check that the user is in the main ‘security’ folder and not the database folder.

SQL Server Security


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.

SQL Server Permissions


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)

SQL Server Column


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. Smile

Edited by Daniel - 28 Dec 2012 at 5:13pm
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Daniel Horton View Drop Down
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Post Options Post Options   Thanks (0) Thanks(0)   Quote Daniel Horton Quote  Post ReplyReply Direct Link To This Post Posted: 12 Aug 2013 at 10:29am
Another common problem is that the Web Reports have not been configured correctly, either via the Application settings held within the site WhosOn's chat also runs from or the URL to point your WhosOn Clients to the correct server location. 

This typically presents the following error message to your WhosOn Clients when attempting to access the Canned Responses:

"The WhosOn Canned Response Services are not available. The Web Services may not be set up. Please contact your system administrator."

For the the application configuration please refer to the following thread -

To confirm the URL is correct that is being sent out to your WhosOn Clients select Reports -> Web Reports. This should then launch a web browser that points to the correct location globally for the WhosOn Web Charts. If this brings forward an error then review whether the problem is either a mis-direction due to the URL being incorrect for global access by external machines, or its actually an IIS problem for the application itself (consult the following link for the correct configuration

The URL presented externally is configured from the WhosOn Administrator -> File -> Program Options -> Remote Access -> Web Charts. This should be a URL for the server that your users can connect to and should present a login screen when accessed from a web browser outside of the server. If this is incorrect then modify to suit the environment. If you then relaunch your WhosOn Client this should resolve that particular problem and if additional problems still persist then please consult the above post.

Please note that if you do not alter the URL of the Web Charts from the WhosOn Administrator from localhost then the Canned Responses will not work.

Edited by James Horton - 23 Jan 2014 at 11:40am
Best Regards,

Daniel James Horton

Technical Manager

Parker Software
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