Question
Some operations in Console require the transfer of files that are greater than the IIS allowed 4MB. This often results in Maximum Request Length Exceeded errors. SLA Rule imports, Shortcut modifications and saving CI diagrams can all be affected by this.
Answer
You can change the allowed IIS Maximum by following the steps below. This should only ever be a temporary measure used to resolve a particular problem as extending the IIS limit permanently can mask other problems with the system in the long-term.
Modifying server-side settings for Service Desk Framework (all versions) and Web Desk 7.3.x:
1. Locate the folder on your server for the Framework of Web Desk application you want to modify. Typical locations are below.
Framework 7.4 and earlier: C:\inetpub\wwwroot\Touchpaper.Framework.Web.
Framework 7.5 and later: C:\Program Files (x86)\LANDesk\Service Desk\WebApp\Framework
Web Desk 7.3.x: C:\inetpub\wwwroot\WebDesk
2. From this folder locate the file web.config and open this in Notepad.
3. Locate the line: <system.web>
4. Insert a new line anywhere between this and </system.web>
5. On the new line add: <httpRuntime maxRequestLength="16384" />
...where the numerical figure is the size in kB that you want to be able to send over the network. Note that trying to use anything over 30 MB will cause further issues and is not recommended.
6. Locate the line: <microsoft.web.services2>
7. Insert a new line anywhere between this and </microsoft.web.services2>
8. On the new line add:
<messaging>
<maxRequestLength>16384</maxRequestLength>
</messaging>
...where the numerical figure is same as you specified in step 5.
9. Save the file. Note that saving this will trigger the application to recycle which will cause it to freeze for up to 30 seconds for anyone currently using it.
Modifying server-side settings for Web Access 7.4 onwards:
1. Locate the folder on your server for Web Access. Typical locations are below.
Web Access 7.4: C:\inetpub\wwwroot\WebAccess
Web Access 7.5 and later: C:\Program Files (x86)\LANDesk\Service Desk\WebApp\WebAccess
2. From this folder locate the file web.config and open this in Notepad.
3. Locate the line: <httpRuntime requestValidationMode="2.0" />
4. Modify the line to read: <httpRuntime requestValidationMode="2.0" maxRequestLength="16384" />
...where the numerical figure is the size in kB that you want to be able to send over the network. Note that trying to use anything over 30 MB will cause further issues and is not recommended.
5. Save the file. Note that saving this will trigger the server application to recycle which will cause it to freeze for up to 30 seconds for anyone currently using it.
Modifying client-side settings for Console (all versions):
As well as making the changes detailed above for the server applications you also need to make a change in the client Console application configuration if you are using that.
1. Locate the folder Console is installed to. Typical locations are below.
Service Desk 7.3 - 7.4: C:\Program Files (x86)\LANDesk\LANDesk ServiceDesk
Service Desk 7.5 and later: C:\Program Files (x86)\LANDesk\Service Desk\Console
2. From this folder locate the file Console.exe.config or on a 64-bit client Consolex64.exe.config and open this in Notepad.
3. Locate the line: <configuration>
4. Insert a new line after this and add the following:
<configSections>
<section name="microsoft.web.services2"
type="Microsoft.Web.Services2.Configuration.WebServicesConfiguration,Microsoft.Web.Services2, Version=2.0.0.0, Culture=neutral, PublicKeyToken=31bf3856ad364e35" />
</configSections>
<microsoft.web.services2>
<messaging>
<maxRequestLength>16384</maxRequestLength>
</messaging>
</microsoft.web.services2>
...
...where the numerical figure is same as you specified in the web.config file(s) on the server.
Environment
LANDesk Service Desk All Versions
Note for Inbound Mail: Attachments created by Inbound Mail are limited to a combined total of 3MB regardless of any changes you make here.