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
• Copying Auto Responder rules from one server to another
• How to check the Supportworks Versions

Installation

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

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 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
• Removing Historical Server Connections
• Unable to remove a user session via Manage Server Connection

Customisation

• Triggering Client Actions from Active Pages | (Forum thread)
• Increasing the Number of Tiers Available for Call Profiles | (Forum thread)
• Pop-up Messages in the SupportWorks Helpdesk Client
• Commands for Generating Text Messages on the Information Bar

Licensing

• Supportworks 7.x Licensing Policy | (Forum thread)
• Licensing Issues Resulting from System ID Changes
• Functionality Disabled or Limited by a Supportworks Lockdown Licence
• Maximum number of licences has been reached message
• Managing Named Licenses
• Supportworks rejecting logins under named user licences

Database

• How to Set Supportworks Database Table Permissions
• Database Searches
• Data discrepancy after migration - summary fields not populated
• Importing Call Profiles
• Exporting Global Address List Data

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
• High Availability Procedures for Supportworks

Security

• Hardening Your Servers against Attack
• Analyst Security & Permissions

Diagnostic Facilities

• Enabling E-mail Message Tracking
• How to Run the Supportworks Client in Debug Mode | (Forum thread)
• Enabling Debug logging within the Supportworks Client
• Creating a SLA Diagnostic Report from a Call
• How to enable WebClient logging
• How to enable PHP Logging
• TELNET Test POP3/IMAP4 connections

Email

• Copying Email Templates Between Shared Mailboxes
• Managing Email Settings in Supportworks
• Resetting Email folder counter in the Supportworks Client
• Unlocking Locked Messages in Inbox
• Configuring Email Services
• Resetting the Unread Email Count for a Mailbox
• Email and Supportworks
• Archiving e-mails
• How to Set the Default Mail Origin
• Increasing the Email File Attachment Size Limit
• SMTP authentication failure 504 5.7.4 Unrecognized authentication type
• Trouble Shooting SupportWorks email when connecting to Exchange\Office 365
• Unable to send emails due to BarelineFeed message

Scheduler

• Workaround for Mis-scheduling Caused By Daylight Saving Issue

Web Client

• Enabling Web Client Access via a Remote Web Server
• Setting Up Single Sign-On for the Web Client v8.x
• Webclient MultiClips

Dashboard

• Dashboard and Trending in the Web Client
• Some Common Dashboard Questions
• Dashboard Rights

Knowledgebase

• Knowledgebase Search: 3 letter term in search, no results are being returned
• Knowledgebase Article Status Meaning

Selfservice

• When using Firefox, Single Sign On doesn't work

Data Import Manager

• Date not being set to NULL

Regional Settings

• Amending Analyst Regional Settings
• Bank holiday exclusions, how to set these up?

Customer Surveys

• Setting the Option to Send Customer Surveys to Ticked by Default
• Change the hyperlink on the Customer Survey

Server Start Up

• System ID Mismatch error on Server Service startup
• NextCallRef error on Server Service startup
• Supportworks services start order
• Supportworks services start order- v8 and above
• How to add the SwHTTPServerService to the list of Services in the Supportworks Configuration Tool.
• Supportworks Server not starting up. Error Code: 10048 in the SWserver.log

Potential Migration to v8 Issues

• SSL_request log has grown to a large size in Supportworks 8 - ITSM 4.x
• Failure when launching Supportworks client - ESP 8.x
• Running the Client in Debug Mode - ESP 8.x

Other

• Configuring Supportworks to Retrieve Address Lists from Microsoft Active Directory Services (ADS) | (Forum thread)
• Supportworks ESP Maximum Limits | (Forum thread)
• Windows Error Reporting
• Unknown column 'CALLREF' in 'field list'
• Expanding the Number of Available Levels For Problem Profile Codes