Difference between revisions of "ESP:Frequently Asked Questions"

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{{DISPLAYTITLE:Frequently Asked Questions}}
 
=== General Usage ===
 
=== General Usage ===
−
 
 
* [[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]]
−
* [[How E-Mail Works]]
+
* [[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 Technical 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])
 
* [[Using Supportworks through a Firewall or over VPN/NAT]] | ([http://forums.hornbill.com/index.php?showtopic=39 Forum thread])
 
* [[Using Supportworks through a Firewall or over VPN/NAT]] | ([http://forums.hornbill.com/index.php?showtopic=39 Forum thread])
 
* [[How to Configure and Test Inbound and Outbound SMTP]] | ([http://forums.hornbill.com/index.php?showtopic=3974 Forum thread])
 
* [[How to Configure and Test Inbound and Outbound SMTP]] | ([http://forums.hornbill.com/index.php?showtopic=3974 Forum thread])
 
* [[Enabling SelfService Access via a Remote Web Server]]
 
* [[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]]
 
* [[Enabling Web Client Access via a Remote Web Server]]
 
* [[Setting Up Web Services Using Virtual Hosts]]
 
* [[Setting Up Web Services Using Virtual Hosts]]
 
* [[Fixing Problems Arising from TCP Stack Offload on Windows Server 2003]]
 
* [[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 ===
 
=== Customisation ===
−
 
 
* [[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 ===
−
 
 
* [[Supportworks 7.x Licensing Policy]] | ([http://forums.hornbill.com/index.php?showtopic=17 Forum thread])
 
* [[Supportworks 7.x Licensing Policy]] | ([http://forums.hornbill.com/index.php?showtopic=17 Forum thread])
 
* [[Licensing Issues Resulting from System ID Changes]]
 
* [[Licensing Issues Resulting from System ID Changes]]
 
* [[Functionality Disabled or Limited by a Supportworks Lockdown Licence]]
 
* [[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 ===
 
=== Backup and Migration ===
−
 
 
* [[Backing Up the Supportworks Server]] | ([http://forums.hornbill.com/index.php?showtopic=225 Forum thread])
 
* [[Backing Up the Supportworks Server]] | ([http://forums.hornbill.com/index.php?showtopic=225 Forum thread])
 
* [[Supportworks Replication]] | ([http://forums.hornbill.com/index.php?showtopic=28 Forum thread])
 
* [[Supportworks Replication]] | ([http://forums.hornbill.com/index.php?showtopic=28 Forum thread])
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* [[Virtual Server Migration]]
 
* [[Virtual Server Migration]]
 
* [[Fixing SwSQL Replication Issues after Upgrade to Core Services 3.1.2]]
 
* [[Fixing SwSQL Replication Issues after Upgrade to Core Services 3.1.2]]
−
* [[Archiving Call/Mail Attachments and Mail Data]] (Draft)
+
<!--* [[Archiving Call/Mail Attachments and Mail Data]] (Draft) -->
 
* [[High Availability Procedures for Supportworks]]
 
* [[High Availability Procedures for Supportworks]]
  
 
=== Security ===
 
=== 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]]
  
−
* [[Hardening Your Servers against Attack]]
+
=== Scheduler ===
−
* [[Apache Web Server Hardening]]
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* [[Workaround for Mis-scheduling Caused By Daylight Saving Issue]]
−
* [[Setting Up Single Sign-On for the Web Client]]
+
 
−
* [[Setting Up Single Sign-On for SelfService]]
+
=== Web Client ===
−
* [[Configuring SSL and Using Your Own Certificate/Key on the Web Server]]
+
* [[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]]
  
−
=== Performance ===
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=== Selfservice ===
 +
* [[When using Firefox, Single Sign On doesn't work]]
  
−
=== Database ===
+
=== Data Import Manager ===
 +
* [[Date not being set to NULL]]
  
−
* [[Size Comparison of SwSQL with MS SQL ]]
+
=== Regional Settings ===
−
* [[How to Repair a Corrupt Index File]] | ([http://forums.hornbill.com/index.php?showtopic=26 Forum thread])
+
*[[Amending Analyst Regional Settings]]
−
* [[Increasing the Maximum Size of the Analyst E-Mail Address Field]] | ([http://forums.hornbill.com/index.php?showtopic=4773 Forum thread])
+
*[[Bank holiday exclusions, how to set these up?]]
−
* [[Adding Extra Filter Columns to the Call-Index Table]]
 
−
* [[How to Run a Batch Update of All Customer Records for Web Access]] | ([http://forums.hornbill.com/index.php?showtopic=150 Forum thread])
 
−
* [[Changing the SwSQL Account Password]] | ([http://forums.hornbill.com/index.php?showtopic=19 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)]][http://wikisvr1/wikifiles/Userwiki/FAQs/ESP/Database/SwRepairAll.zip | wiki]
 
  
−
=== Diagnostic Facilities ===
+
=== Customer Surveys ===
 +
* [[Setting the Option to Send Customer Surveys to Ticked by Default]]
 +
* [[Change the hyperlink on the Customer Survey]]
  
−
* [[Enabling E-mail Message Tracking]]
+
=== Server Start Up ===
−
* [[How to Run the Supportworks Client in Debug Mode]] | ([http://forums.hornbill.com/index.php?showtopic=27 Forum thread])
+
*[[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]]
  
−
=== Other ===
+
===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])
 
* [[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])
 
* [[Supportworks ESP Maximum Limits]] | ([http://forums.hornbill.com/index.php?showtopic=458 Forum thread])
−
<br/>
+
* [[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

Installation

Networking and Connectivity

Customisation

Licensing

Database

Backup and Migration

Security

Diagnostic Facilities

Email

Scheduler

Web Client

Dashboard

Knowledgebase

Selfservice

Data Import Manager

Regional Settings

Customer Surveys

Server Start Up

Potential Migration to v8 Issues

Other

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