Difference between revisions of "ESP:Frequently Asked Questions"
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{{DISPLAYTITLE:Frequently Asked Questions}} | {{DISPLAYTITLE:Frequently Asked Questions}} | ||
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=== 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]] | ||
+ | * [[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]] | ([http://forums.hornbill.com/index.php?showtopic=4752 Forum thread]) | ||
+ | * [[Supportworks Technical Requirements]] | ||
+ | * [[Supportworks Client Installation Requirements]] | ||
+ | |||
+ | === Networking and Connectivity === | ||
+ | * [[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]) | ||
+ | * [[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 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]] | ([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]) | ||
+ | * [[Pop-up Messages in the SupportWorks Helpdesk Client]] | ||
+ | * [[Commands for Generating Text Messages on the Information Bar]] | ||
+ | |||
+ | === Licensing === | ||
+ | * [[Supportworks 7.x Licensing Policy]] | ([http://forums.hornbill.com/index.php?showtopic=17 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]] | ([http://forums.hornbill.com/index.php?showtopic=225 Forum thread]) | ||
+ | * [[Supportworks Replication]] | ([http://forums.hornbill.com/index.php?showtopic=28 Forum thread]) | ||
+ | * [[Migrating Supportworks Data from One Database Server to Another]] | ([http://forums.hornbill.com/index.php?showtopic=15 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 === | ||
+ | * [[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]] | |
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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