Resource Dynamics, Inc.

Tele-Support HelpDesk Hot Tips

Question:

Why can't I search from different levels with HelpDesk when linked with TeleMagic.

Answer:

When you first install / setup HelpDesk, you will be prompted for which "level" you want to connect.  When mapping contact fields, you must select fields from this level.

Example:  Connecting to Level 3 in TeleMagic will only display mapped fields for level 3.  If you map in fields from any other level, they will not be searchable.

If you wish to change levels, you can open the tshd32user.ini file and change the cm level =

Side Note....You can map in fields from above levels but they won't be available to search on.

Example...You main level is 3 and you have mapped in level 3 fields for company, address, city, state, zip, etc.. except for contact you map in a field from level 2.  When you do a new iinquiry search, you will not have the option to search by contact since this is not a field on your default level.