ESP: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
- 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
- Eliminating Web Server Failures when Single Sign-On Is Used
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
Application Data
ITSMF
ITSM
Diagnostic Facilities
- Allowing a JIT Debugger to Coexist with Windows Error Reporting
- How to Run a Supportworks Client or Server in BlackBox Mode | (Forum thread)
- Enabling E-mail Message Tracking
- How to Run the Supportworks Client in Debug Mode | (Forum thread)
- Fixing the Issue of Missing WER Reports/Dumps on Windows Server 2003
- 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