Supportworks - Known Issues

Last Updated: 06/21/2011

Best Practices for Managing Known and Hot Issues Within Supportworks

When working with known and hot issues on Supportworks please keep in mind the following best practices:

  • When creating a known or hot issue include your name as the author.
  • Keep your issue up to date.
  • Close your issue when it is no longer relevant.
  • DO NOT close someone else's issue unless you have been instructed by the author, the author's supervisor, or you are fillingin for the author performing their job duties and they are not available.

Known Issues with Supportworks

Supportworks Known License Issue—Action Required

Last updated: November 5, 2009

There is a known issue with Supportworks where the registry entry that manages licenses on the windows client is not being created upon installation. As a result licenses are not being released after one hour of inactivity, as intended. It is important for licenses to be made available after a period of inactivity so that they may be utilized by other analysts. There is a work around that will create the missing registry entry.

Please complete the following steps on all machines that you utilize the full client on:

  1. After logging into the Supportworks client select Options & Settings under the Tools menu.
  2. Set the Keep Alive value to 1 then click Apply to make the change.
  3. Immediately go back and reset the Keep Alive value back to 0, click Apply and then OK to exit.

Setting the value to 1 should create the registry key and changing it back to 0 will disable the keep alive requests but leave the registry key in place to release the license after an hour of inactivity. As always please remember to log out of both the full client and the analyst portal when you are not utilizing them.

If you would like assistance with this please call 303-735-4357 (5-HELP from a campus phone) and we will walk you through this over the phone or submit a Supportworks call to have Desktop Support do this for you.

Supportworks - Can't pin to the Windows 7 Taskbar

An issue exists within Supportworks, running on Windows 7 operating system, where you can't pin Supportworks to the Windows 7 taskbar. This is do to an issue with the name of the shortcut. In order to fix this issue launch Supportworks directly from its location or rename the shortcut. Once you do this the "pin this program to taskbar" option works. For more information on this subject visit this page.