Frequently Asked Questions

Business Process Manager

• How do I enable the BPM Utility
• How do I export business processes to another server?

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

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

Problem Management

• Filtering Profiles
• Changing the tab order on the Problem form

Change Management

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

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
• How to Delete all Supportworks ITHD Call Data | (Forum thread)

Customisation

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

Knowledgebase

• Knowledgebase Search Function - ITSM 4.x

Potential Migration to v8 Issues

• ssl_request log has grown too a large size in Supportworks 8 - ITSM 4.x