ESP:Frequently Asked Questions

General Usage

• Content Issues when Logging or Updating a Call from E-Mail
• Pinning Shortcuts to the Taskbar in Windows 7
• How E-Mail Works

Installation

• Switching to Other Supportworks Servers
• Performing a "Silent" Installation or Upgrade of the Supportworks Client | (Forum thread)

Networking and Connectivity

• Supportworks Bandwidth Usage on the Network | (Forum thread)
• Using Supportworks through a Firewall or over VPN/NAT | (Forum thread)
• How to Configure and Test Inbound and Outbound SMTP | (Forum thread)
• Enabling SelfService Access via a Remote Web Server
• Enabling Analyst Portal Access via a Remote Web Server
• Enabling Web Client Access via a Remote Web Server
• Setting Up Web Services Using Virtual Hosts
• Fixing Problems Arising from TCP Stack Offload on Windows Server 2003

Customisation

• Triggering Client Actions from Active Pages | (Forum thread)
• Increasing the Number of Tiers Available for Call Profiles | (Forum thread)

Licensing

• Supportworks 7.x Licensing Policy | (Forum thread)
• Licensing Issues Resulting from System ID Changes
• Functionality Disabled or Limited by a Supportworks Lockdown Licence

Backup and Migration

• Backing Up the Supportworks Server | (Forum thread)
• Supportworks Replication | (Forum thread)
• Migrating Supportworks Data from One Database Server to Another | (Forum thread)
• Migrating or Cloning the Supportworks Server
• Virtual Server Migration
• Fixing SwSQL Replication Issues after Upgrade to Core Services 3.1.2
• Archiving Call/Mail Attachments and Mail Data (Draft)
• High Availability Procedures for Supportworks

Security

• Using Stunnel with Supportworks to Secure Your Mail Connections
• Using Stunnel with Supportworks to Secure Your Client/Server Connections
• Hardening Your Servers against Attack
• Apache Web Server Hardening
• Setting Up Single Sign-On for the Web Client
• Setting Up Single Sign-On for SelfService
• Configuring SSL and Using Your Own Certificate/Key on the Web Server

Performance

• Improving the Performance of the KnowledgeBase Browse Tree
• Choosing a Suitable Value for the Maximum ODBC Pool Count

Database

• Size Comparison of SwSQL with MS SQL
• How to Repair a Corrupt Index File | (Forum thread)
• Increasing the Maximum Size of the Analyst E-Mail Address Field | (Forum thread)
• Adding Extra Filter Columns to the Call-Index Table
• How to Run a Batch Update of All Customer Records for Web Access | (Forum thread)
• Changing the SwSQL Account Password | (Forum thread)
• How to Identify the Database that Holds a Specific Table
• How to Set Supportworks Database Table Permissions
• How to repair all system tables (sw_systemdb)| wiki

Diagnostic Facilities

• Enabling E-mail Message Tracking
• How to Run the Supportworks Client in Debug Mode | (Forum thread)
• The Web Client Application Compatibility Tool

Other

• Exporting Data from Supportworks into Excel | (Forum thread)
• Configuring Supportworks to Retrieve Address Lists from Microsoft Active Directory Services (ADS) | (Forum thread)
• Supportworks ESP Maximum Limits | (Forum thread)
• Enabling the Web Client
• Some Common Dashboard Questions | (Forum thread)
• Benefits of the Supportworks ESP Enterprise System
• Disabling the New SQL Parser
• Analyst Portal ActiveX Considerations
• Preventing Erasure of Customisations on Web Server Configuration Updates
• Supported .NET XMLMC API Extensions | CDN
• Supported PHP5 XMLMC API Extensions (Draft)
• Supported Java XMLMC API Extensions (Draft)
• Bulk-Clearing Existing Analyst Permissions to Make Way for Security Profiles
• Workaround for Mis-scheduling Caused By Daylight Saving Issue