Difference between revisions of "ESP:Frequently Asked Questions"
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* [[Content Issues when Logging or Updating a Call from E-Mail]] | * [[Content Issues when Logging or Updating a Call from E-Mail]] | ||
* [[Pinning Shortcuts to the Taskbar in Windows 7]] | * [[Pinning Shortcuts to the Taskbar in Windows 7]] | ||
| + | * [[Copying Auto Responder rules from one server to another]] | ||
| + | * [[How to check the Supportworks Versions]] | ||
=== Installation === | === Installation === | ||
* [[Switching to Other Supportworks Servers]] | * [[Switching to Other Supportworks Servers]] | ||
* [[Performing a "Silent" Installation or Upgrade of the Supportworks Client]] | ([http://forums.hornbill.com/index.php?showtopic=4752 Forum thread]) | * [[Performing a "Silent" Installation or Upgrade of the Supportworks Client]] | ([http://forums.hornbill.com/index.php?showtopic=4752 Forum thread]) | ||
| − | * [[Supportworks | + | * [[Supportworks Technical Requirements]] |
* [[Supportworks Client Installation Requirements]] | * [[Supportworks Client Installation Requirements]] | ||
| − | + | ||
=== Networking and Connectivity === | === Networking and Connectivity === | ||
* [[Supportworks Bandwidth Usage on the Network]] | ([http://forums.hornbill.com/index.php?showtopic=214 Forum thread]) | * [[Supportworks Bandwidth Usage on the Network]] | ([http://forums.hornbill.com/index.php?showtopic=214 Forum thread]) | ||
| Line 24: | Line 26: | ||
* [[Triggering Client Actions from Active Pages]] | ([http://forums.hornbill.com/index.php?showtopic=330 Forum thread]) | * [[Triggering Client Actions from Active Pages]] | ([http://forums.hornbill.com/index.php?showtopic=330 Forum thread]) | ||
* [[Increasing the Number of Tiers Available for Call Profiles]] | ([http://forums.hornbill.com/index.php?showtopic=14 Forum thread]) | * [[Increasing the Number of Tiers Available for Call Profiles]] | ([http://forums.hornbill.com/index.php?showtopic=14 Forum thread]) | ||
| − | + | * [[Pop-up Messages in the SupportWorks Helpdesk Client]] | |
| + | * [[Commands for Generating Text Messages on the Information Bar]] | ||
=== Licensing === | === Licensing === | ||
| Line 34: | Line 37: | ||
* [[Supportworks rejecting logins under named user licences]] | * [[Supportworks rejecting logins under named user licences]] | ||
| − | [[Database]] | + | === Database === |
| − | [[Backup and Migration]]< | + | * [[How to Set Supportworks Database Table Permissions]] |
| − | [[Security]] | + | * [[Database Searches]] |
| − | [[Diagnostic | + | * [[Data discrepancy after migration - summary fields not populated]] |
| − | [[Email]] | + | * [[Importing Call Profiles]] |
| − | [[Scheduler]] | + | * [[Exporting Global Address List Data]] |
| − | [[Web Client]] | + | |
| − | [[Dashboard]] | + | === Backup and Migration === |
| − | [[Knowledgebase]] | + | * [[Backing Up the Supportworks Server]] | ([http://forums.hornbill.com/index.php?showtopic=225 Forum thread]) |
| − | [[Selfservice]] | + | * [[Supportworks Replication]] | ([http://forums.hornbill.com/index.php?showtopic=28 Forum thread]) |
| − | [[Regional Settings]] | + | * [[Migrating Supportworks Data from One Database Server to Another]] | ([http://forums.hornbill.com/index.php?showtopic=15 Forum thread]) |
| − | [[Customer Surveys]] | + | * [[Migrating or Cloning the Supportworks Server]] |
| − | [[ | + | * [[Virtual Server Migration]] |
| − | [[Server | + | * [[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 === | ||
| + | * [[Hardening Your Servers against Attack]] | ||
| + | * [[Analyst Security & Permissions]] | ||
| + | |||
| + | === Diagnostic Facilities === | ||
| + | * [[Enabling E-mail Message Tracking]] | ||
| + | * [[How to Run the Supportworks Client in Debug Mode]] | ([http://forums.hornbill.com/index.php?showtopic=27 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 | ||
| + | * [[FAQ:Failure when launching Supportworks client |Failure when launching Supportworks client ]] - ESP 8.x | ||
| + | * [[FAQ:Running the Client in Debug Mode|Running the Client in Debug Mode]] - ESP 8.x | ||
| + | |||
| + | ===Other=== | ||
| + | * [[Configuring Supportworks to Retrieve Address Lists from Microsoft Active Directory Services (ADS)]] | ([http://forums.hornbill.com/index.php?showtopic=226 Forum thread]) | ||
| + | * [[Supportworks ESP Maximum Limits]] | ([http://forums.hornbill.com/index.php?showtopic=458 Forum thread]) | ||
| + | * [[Windows Error Reporting]] | ||
| + | * [[Unknown column 'CALLREF' in 'field list']] | ||
| + | * [[Expanding the Number of Available Levels For Problem Profile Codes]] | ||
Latest revision as of 15:36, 7 September 2018
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