Cisco Unified Intelligent Contact Management Enterprise

Document ID: 47209

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Related Information

Introduction

This document explains the following error message and the solution for the failure to access the WebView historical templates in a Cisco Intelligent Contact Management (ICM) environment:

Error. The server encountered an unexpected condition 
which prevented it from fulfilling the request. 
(Check ServletExec.log for error messages)

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco ICM

• Cisco WebView

Components Used

The information in this document is based on these software and hardware versions:

• Cisco ICM version 4.6.x and later

• Cisco WebView

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

When you select Call Type: Templates > Historical Template, and click Next in WebView, this error message appears:

Error. The server encountered an unexpected condition which prevented
  it from fulfilling the request. (Check ServletExec.log for error messages)

Examine the corresponding ServletExec.log.# file that resides in the c:\Program Files\New Atlanta\ServletExec ISAPI directory for this error message:

Thu Nov 20 17:16:05 AST 2003] ServletExec: caught exception - 
  java.io.FileNotFoundException: C:\Program Files\New Atlanta\ServletExec 
  ISAPI\Servlets\pagecompile\_webview\_ReportNewDateTime_xjsp.java 
  (Access is denied)
[Thu Nov 20 17:16:05 AST 2003] java.io.FileNotFoundException: C:\Program Files\
  New Atlanta\ServletExec ISAPI\Servlets\pagecompile\_webview\
  _ReportNewDateTime_xjsp.java (Access is denied)
[Thu Nov 20 17:16:05 AST 2003] at java.io.FileOutputStream.open(Native 
  Method)

Note: The # appended to ServletExec.log.x is a number, which indicates the version of the log.

Note: You must determine the drive in which the \Program Files\New Atlanta\ServletExec ISAPI directory resides. You can use Microsoft Windows Explorer to do so (see Figure 1). Normally, this directory resides on the c:\ drive.

Solution

The error message in the ServletExec.log, indicates that access to the c:\Program Files\New Atlanta directory is denied.

Permission to access the New Atlanta directory for Everyone is not enabled (see Figure 2). This is the root cause of the issue.

1. Right-click New Atlanta.

2. Select Properties from the shortcut menu. The New Atlanta Properties dialog box appears.

3. Select the Security tab.

4. Select Everyone in the Name section.

5. In the Permissions: section, click the Allow check box for Full Control so that Everyone can now access the New Atlanta directory (see Figure 3).

   Figure 3 – Grant Full Control to Everyone to Access the New Atlanta Directory

   

6. Click Apply.

   After you complete this procedure, the problem is resolved.

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Related Information

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