Frequently Asked Questions
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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
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
- 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
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
Knowledgebase
- Knowledgebase Search: 3 letter term in search, no results are being returned
- Knowledgebase Article Status Meaning
Selfservice
Data Import Manager
Regional Settings
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