Frequently Asked Questions

Business Process Manager

• How do I enable the BPM Utility
• How do I export business processes to another server?
• APPS:BPM "Progress" button - "The Supportworks record could not be found. Please contact your System Administrator."
• APPS:BPM export/import xml files are blank

Request Related Features

• How do I set the number of days before specific call types are closed
• How do I control the options in the Action Source and Action Type fields when updating a call
• Call Status Values
• Logging Requests - When choosing the Impact and Urgency the priority is not set, the field on the form remains blank

Incident Management

• Call Routing on Logging
• Email Notification on Call Assignment
• Filtering Profiles
• Popup Messages on Customer Selection
• Changing the tab order on the Incident form
• Releasing a Locked Call
• Unlinking issues from a call

Problem Management

• Filtering Profiles
• Changing the tab order on the Problem form
• Exporting Call Profiles
• Resolve/Close option disabled

Task Management

• Defining Predecessor Tasks

Change Management

• Change Request Approvals - ITSM x.x | (Forum thread) - ITSM x.x

Change Proposals

• Searching for Change Proposals

General Configuration

• How to Delete all Supportworks ITSM Call Data | (Forum thread) - ITSM 2.x
• How to Delete all Supportworks ITSM 3.6 Call Data | ITSM 3.6
• ITSM Known Issues with ESP 7.5 - ITSM 3.2.x
• Configure AutoResponder to Log an ITSM call - ITSM 3.6.1
• How to assign analyst rights to catalogs - ITSM 3.x
• Assigning a picture to a customer record - ITSM 3.x | (Forum thread) - ITSM 3.x
• Apply the SLA of this profile to the form - ITSM x.x | (Forum thread]) - ITSM x.x
• Mutlticlips: What are they? - ITSM x.x
• How to Create MultiClips - ITSM x.x
• On Hold Notifications - ITSM x.x
• How to Delete all Supportworks ITHD Call Data | (Forum thread)
• FAQ:How to configure CTI (Computer Telephone Integration)
• FAQ:Status and CMDB Status not updating through Staging
• Customising the List of Fields Available in the ServiceDesk View

Customisation

• Restricting Access to Forms - ITSM x.x | (Forum thread) - ITSM x.x
• Creating New Database Entity Views - ITSM x.x | (Forum thread) - ITSM x.x

Knowledgebase

• Knowledgebase Search Function - ITSM 4.x
• KB Document form not closing when successfully created - ITSM 4.x

VPME

• Controlling the Maximum Number of Records Processed by a VPME Query Node - ITSM x.x

Javascript

• FAQ:How to retrieve the Third Party Contract from the Pick Analyst dialog SW 7.6.x

Management and Information Reports

• Reports Not Exporting - ITSM 4.x

Self Service

• Self Service Redirect to HTTPS - ITSM 4.x
• Self-service portal not responding to login/authentication - all ITSM
• Creating a Selfservice Wizard - ITSM 4.x

Data Dictionary

• Data Dictionary in Use - all ITSMs